This is so infuriating - every single one of my Zigbee devices went offline in the past week or so, while every single other device is just fine. I followed advice to do a soft reset on my v2, releasing the pinhole button the moment the yellow light blinked, but it simply resulted in a hard reset which wiped out all my devices and routines - so, also infuriating that SmartThings wasn’t designed with an account-tied cloud backup process. Now I have to exclude several dozen Z-Wave devices, then re-add them, then re-write my routines. No backup was ever possible of this.
The customer support agent who forwarded my case for “escalation” (basically, offline denial by unaccountable tech support) admitted that there are Zigbee devices like Sengled being blacklisted because they’re not “officially supported” anymore, such as a January 31, 2026 cutoff date. So there’s the added factor of Zigbee looking like it doesn’t work, just because Samsung arbitrarily has a pass/no pass partnership database subject to change based on their emotions, contracts, lobbying, etc.
The Advanced Web dashboard shows my Zigbee radio totally functional, even though nothing can get paired anymore.
It was case #347991724, and now might be resolved, at least paused.
Your response, @nayelyz, ignored the most important part, that your soft reset process can or does always wipe out the whole hub, without any cloud backup offered in the original design. Gemini reveals to the extent useful, that many have reported this happening because your bootloader sometimes just overrides the soft reset instruction and performs a hard reset. You should be very concerned with this hardware behavior, since the result is many hours of work wasted multiplied by everyone who experiences it.
Besides that failure, your support department also needs to admit and account for and advise in reaction to power supply failure. While I’m not certain yet, I currently believe that the old 2A original wall-wart power supply with 5VDC barrel connector lost strength/continuity, and needs replacement (my order is on the way). The very moment that I replaced old AA batteries and added new ones, Zigbee functionality returned. Gemini suggests that the failing power supply – described as a very common hardware failure, all fault to Samsung for low standards – needed a boost as well as voltage smoothing for Zigbee to function, and when the batteries died (with no corrosion), the Zigbee radio – despite reporting totally functional – stopped working.
However, your support department officially and consistently advises that the batteries are totally unnecessary and only backup. But without batteries installed, Zigbee fails to work: sometimes, or always. Your support department also should have included power supply flaws in its diagnostic, as a mandatory checklist item.
I am certainly infuriated by this episode, with hours of wasted time because of several failings by Samsung support.
Hi, @hpmoon
Just following up on this.
I wanted to confirm a few details before commenting on the other issues, since Developer Support doesn’t deal with this kind of issue regularly.
The difference between a soft and hard reset is the duration of button press; the engineering team has seen the issue when the button is held for too long.
Also, where did you see the “soft reset” advice?
I haven’t seen it in recent posts, but I found an article on Factory reset that states all data will be erased (Factory reset or reboot your SmartThings Hub), as the process also starts on the platform side.
However, we already shared your comments about this with the corresponding team.
When devices go offline, we suggest you:
Take note of the date and time
Submit the hub logs in case further troubleshooting is needed:
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.
Regarding this, I’ll ask the hub team if this is something that can be seen in the hub logs, which is what we check first. But I’m guessing it’s hard to know which functionality is being affected.
I’ll pass along your comments regarding Customer Support’s performance as well.
About this, there was an official post announcing changes regarding the Sengled brand:
There, it mentiones that Sengled Wifi devices will no longer connect. If yours are Zigbee, they should be able to do so. If their fingerprints are not present in official drivers, there’s always the option to install custom ones.
I see this one in the official Zigbee Switch driver:
I don’t know if it matches yours. But the generic fingerprints also help devices connect with the basic functionality based on the supported clusters.
If, after solving the power supply problem, you’re still having issues onboarding them, we can investigate further.