I have 4 right now that are not working. There were 5, but one came back mysteriously the other night. They are all SmartThings Outlets.
Sounds like your mesh isnāt resilient enough. I have 100+ and another 100+ zwave.
You either need a repeater or you need to move the devices closer to the hub. Realistically I know this is not necessarily practical. So your only other option is to add more devices.
The method I described works flawlessly for me. It never fails. So now we know the difference (in configuration). If you search the forums you will see a distinct difference between the small setups and the large ones with respect to reliability. Itās hard to filter out the noise of people complaining, but if you look at the underlying issue, sadly, size does appear to matter.
Good luck.
Thanks, but I disagree. This has been working without exception for over 2 years. Last week, it just stopped working. The mesh was just fine. Iām also not the only one having this issue. There are others where this (Zigbee) has stopped working in the last few weeks. I have a Zigbee in each room that forms a pretty good mesh and has always been reliable for the last 24+ months. Even the closest one, in the same room as the Hub, has stopped working and cannot be found again by the Hub. Something else is wrong.
Ok, so as I said, good luck!
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So I talked with STās Support on Chat today and hereās the dilly:
"Itās generating errors that are indicative of a known error weāre investigating the cause of. Itās causing problems for ZigBee devices running on v1 hubs, weāre investigating currently. With this particular issue, the devices can report states okay, but itās not receiving commands and weāre getting messages in the live logs. Weāre talking with our developers to get this sorted out.
We donāt know just yet. We found a few cases of these errors this morning and weāre currently talking with some engineers and developers."
Hopefully a fix is found soon.
I have over a dozen ZigBee devices at this point limited to 4 roomsā¦ But it wouldnāt appear to be a mesh issue ā one of the Smartthings controllers that failed (could be read and communicated with, but not commanded) was less than 36" from my ST Hub. At that range, I rather doubt its going through the network. There doesnāt appear to be a problem with having devices farther on the mesh having problems ā in this case of the 3 closest devices, 2 were having the problem.
And all of those having the problem are/ were the Smartthings power controller modules.
FYI ā Iām also at ZigBee power -2.
Thanks for that SoCal. Hereās my Support chat summary:
Trevor R. (SmartThings)
May 9, 5:36 PM
Hey Ron,
Thanks for chatting in this afternoon. I just wanted to give you an update for this problem with your outlets.
Weāve been investigating the issue and narrowed it down to users with V1 Hubs using Smart Power Outlets. There are quite a few users facing this particular issue and weāve gathered lots of information and provided it to our engineering team. Since weāve handed it over to them, itās going to be up to our engineers as to the timeline of the issue, but once the issue is resolved Iāve made sure that youāll get an email.
With this particular issue, weāve seen that removing and re-adding your Outlets allows them to be controlled again. I know that you already tried to reset one outlet with no luck, but can you try resetting your other outlets as well?
To do the reset, follow the instructions in our SmartPower Outlet Support Article under the reset section.
If it canāt seem to get connected again, like the first one we tried, unplug the outlet and unhook your Hub (from power and Ethernet) for 15-30 minutes (possibly overnight as a last resort) before trying to add the devices again. If theyāre still having trouble, try the trick we tried with your first one where once you perform the reset, and the light blinks 3 times, youāll want to start pressing the button on the front of the outlet repeatedly.
Iāll make sure you get an email here once the issue is resolved by our engineers.
Have a nice day,
Trevor R.
SmartThings Support
So this sounds like an organic, systematic ST issue. I hope its fixed soon. Iāve gone through the laborious process to fix all but one ā my estimate is about an hour per controller. Iāve still got one to go, but Iāll leave that to next weekend.
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I would like an email also when this issue has been corrected.
I worked with Trevor from STās Support last night and I received a follow-up from him just now informing me this has been resolved. I tested, and indeed my Zigbee devices are now again working. I have to recreate one Zigbee outlet tomorrow morning when I have time, but so far so good.
Trevor R. (SmartThings)
Hey Ron,
Our engineering teem just pushed out a new update to fix this issue. Are you able to control your Outlets again?
Can you give it a shot and let me know if youāre still having trouble controlling them?
The hotfix was published to our servers, so the communication break that was happening before should no longer be a problem. The device that disconnected may still be having problems, but you should be able to control the connected outlets again.
Weāre still testing the new hotfix so please let me know if you have any trouble and Iāll make sure it gets addressed.
Best regards,
Trevor R.
SmartThings Support
Hey,
I was having a short back and forth, too, with Jake and now Brad telling me theyāve fixed it. Iām at work right now, so I canāt test 'til this evening. So, fingers crossed that this was it!
I asked if they had any patch notes. Iād love to understand specifically what the issue was.
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Let me know if you get those notes. Iād love to know myself!
Update. All is working fine right now, but I did have an issue reconnecting a ST Zigbee Outlet that disconnected during this whole troubleshooting process.
The fix for this was to unplug my v1 Hub. Reset the STās Outlet and leave it in discover mode, plug the v1 Hub back in, and go to the mobile app and let it find new Things. It found the STās Outlet right away!
All is well again.
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