Zigbee devices offline

General Discussion
1

Hello Everyone,

I’m new here and I’m sorry to post this, but I’ve read through all the posts on Zigbee devices and tried everything and can’t find a solution to my issue.

One day all my zigbee devices went offline. Every, single, one. Everything else is working and functional. Of course it happened when I went on vacation (I mention that because it seems to be a reoccurring event in other posts). I tried everything and none of the suggestions worked. Including emailing customer service, which is very disappointing.

As a last ditch effort, I logged off of my Samsung account and uninstalled the SmartThings app on my phone, and all of the zigbee devices (water sensors) came back online when I re-installed the app, except one (water shut off controller). I thought I solved the problem and then several hours later, they all went offline again.

Any additional suggestions would be appreciated.

Thank you!

2
  • which hub do you have?
  • Is it located near other networking equipment that could be causing interference?
  • Have you checked the zigbee channel on the hub and the channel on your WiFi to ensure there is no overlap?
3

Thank you for responding. Hub is V3, I believe. And I did check the channels.

4

Hi, @Lee4139

We can open an investigation about this, but you must confirm what was asked above and other things:

  1. Is it located near other networking equipment that could be causing interference? This could also be a baby monitor or other routers with a strong signal.

  2. Are the devices near the hub?

  3. Do you know if any device is acting as a repeater for the others?

    We’ve seen before that when devices depend on a faulty repeater, and it goes offline, it drops the others in consequence.

  4. It has also happened before when the Hub isn’t receiving the proper power supply from the AC adapter.

If you’ve already checked that, we will report this issue but we need your help for the following:

Have you checked if the devices come back online at some point or do you have to restart the hub to get them back?

I ask because we need the hub logs of the offline event but they may be lost now. So, we need your help to make the devices come back online (re-installing the app doesn’t have impact on the device’s health, it could be a coincidence)

So, please help us:

  1. Make the devices online again
  2. Once they go back offline, submit the hub logs

1. In the [Advanced Users app]( SmartThings. Add a little smartness to your things. ), enter the “Hubs” section

2. Enter the corresponding Hub and click on “Dump Hub logs”

3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.

4. You’ll get a green box at the top confirming the Hub logs were requested

  1. Then, also open support access to your account:

1. 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

2. Enable support access to your account:

1. Go to the SmartThings Web (my.smartthings.com)

2. Log in to your Samsung Account

3. Select Menu (⋮) and choose Settings

4. Toggle on Account Data Access

5. 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