Z-Wave
Functional
false
Version
3.83
Home ID
FFFFFFFF
Node ID
FF
Suc ID
FF
Region
US
Static DSK
00000-00000-00000-00000-00000-00000-00000-00000
Z-Wave S2
false
If you haven’t already, you should reach out to ST support. In the app, tap on Menu and select Contact us.
3 Likes
Agree with @jkp that you should contact support. These forums are strictly user - to user advice.
That said, you might get some educated guesses from fellow users if you provide more information.
Are you in the US? What model hub? Is it new, new to you, or failure of a previously working hub? What steps have you taken to try to resolve the issue?
1 Like
Hi, @Ray_Vlasek
What @HalD asked above is very important to understand the issue.
Based on your post here: Zwave problem with Samsung hub - #8 by Ray_Vlasek
You have a V2 Hub, so, we also need to know if it has the latest firmware version which is 58.
If you already contacted Customer Support but haven’t received further help, please also let us know.
I am in USA, model sth eth 250, never tried to connect Z wave device before. In Smarthing Advanced settings says Z wave Function False, Contacted Smarthings support , no resolutions
Z Wave Not Active on My Hub V2, Please Advise, Why is it Not Functional
Z-Wave
Functional
false
Version
3.83
Home ID
FFFFFFFF
Node ID
FF
Suc ID
FF
Region
US
Static DSK
00000-00000-00000-00000-00000-00000-00000-00000
Z-Wave S2
false
Z-Wave
Functional
false
Version
3.83
Home ID
FFFFFFFF
Node ID
FF
Suc ID
FF
Region
US
Static DSK
00000-00000-00000-00000-00000-00000-00000-00000
Z-Wave S2
false
​​
​​
Edit Post
what is the firmware version of your V2 hub?
Hub firmware 000.058.00010
ZWAVE
Version
3.83
Have you rebooted the hub?
Pull out batteries if you have them installed, unplug the hub, plug it back in.
I once had my V2 hub show nonfunctional Z-wave when it came back up after a power outage. Soft reboot via the Advanced App did not fix it but forcible reboot by pulling the plug did.
Thx. Give it a try.
Hi, @Ray_Vlasek
After you try rebooting the hub and it doesn’t work, please submit the hub logs as instructed below to see if the engineering team can help us check if there’s info about the root cause there:
- In the Advanced Users app, enter the “Hubs” section
- Enter the corresponding Hub and click on “Dump Hub logs”
- Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
- You’ll get a green box at the top confirming the Hub logs were requested.
Also, please open support access to your account. These are the instructions:
- Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
- Enable support access to your account:
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (â‹®) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support
Hi, @Ray_Vlasek
After you try rebooting the hub and it doesn’t work, please submit the hub logs as instructed below to see if the engineering team can help us check if there’s info about the root cause there:
- In the Advanced Users app, enter the “Hubs” section
- Enter the corresponding Hub and click on “Dump Hub logs”
- Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
- You’ll get a green box at the top confirming the Hub logs were requested.
Also, please open support access to your account:
- Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
- Enable support access to your account:
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (â‹®) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support
Did as you stated, Dump Logs and Allowed Access, Also when I tried "Z Wave Repair " in Smartthings Advanced, Get this message “Error starting Z-Wave Repair for hub “My home Hub”. 409 zwave network is not ready: INACTIVE”
Hi, @Ray_Vlasek
I asked the engineering team if they could check your hub logs and they saw an error saying the Z-Wave radio couldn’t be loaded.
They mentioned that you could try performing a factory reset to see if that causes the Z-Wave radio to be re-flashed.
But, it’s highly possible that this doesn’t solve the issue; this error generally indicates an issue with the hardware, meaning you need to replace the Hub. Then, once you get the new one, perform a hub replacement to send everything to it.