Zigbee Devices Offline (october 2022)

General Discussion
1

As of two days ago ALL of my Zigbee devices that are not using an Edge driver have gone offline and are unable to be brought back despite hub reboots and pulling the batteries.

Any ideas? I really, really do not want to have to re enroll all of these. This has to be relayed to the 9/30 deadline. I’ve seen others post with this issue as well.

@nayelyz

2

Hi, @RJGill84!

Please, report this issue to SmartThings Customer Support, they should be able to help you check what’s going on. I don’t have the same permissions as them, so I cannot help you further, sorry.
This is especially because they’re still Groovy-based and not Edge.

Open here to see their contact info

Through the SmartThings Web page

  1. Enter this page
  2. Click on “Support” in the upper-right corner
  3. Check if the URL includes your region. For example, en-us here: https://support.smartthings.com/hc/en-us
  4. At the bottom, select “email” and describe your issue as detailed as possible.
  5. Click on “submit”

From the ST app

  1. Open the SmartThings app
  2. Go to the menu tab at the bottom-right corner.
  3. On this page, select the option “contact us” and then go to “Report a problem”
  4. Accept the generation of logs, fill up the form describing your issue as detailed as possible, and screen captures of the issue always help.
  5. Click on “submit”. The Customer team will receive this info.

Via email

US: 1-866-813-2404
US: support@smartthings.com
UK support 0333 0000333
UK: support@smartthings.co.uk
CA: support@smartthings.ca

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