I have in my house 2 SmartThings hubs V3, 1 Samsung TV with built in hub, where they are all connected together as a hub group and the Zigbee channel for the primary set to 20. Also, I have Aqara hub (Zigbee channel 11) integrated with SmartThings with 5 Zigbee devices, this hub is connected to SmartThings as a matter connection. Moreover, TP-link router and 2 TP-link range extenders where WiFi channel set to 1.
Things working great in my house until one day we got power outage for around max 5 minutes and then when power came back my problem started. All Zigbee devices became offline but zwave devices all working fine and also Aqara hub with its Zigbee devices are working fine.
When I checked my account in my.smartthings.com I found that the Zigbee functional section is showing false and also Zigbee 3 section is sowing false, furthermore when I tried to change the channel, I got Zigbee subsystem unavailable error. Also, some times I found that Zigbee channel changed by itself to 0 and 255. A soft reset already done as Instructed by Aeotec support team, but still issue exists. Also, I tried full reset for the hub but still issue exists as well. I thought at first that both hubs are becoming faulty but technically this highly unlikely to happen, thus I took the hub to different location out of my house to different house, and surprisingly the works fine with no issues!!!.
1- Why Aqara hub and it’s connected Zigbee devices where working fine while SmartThings hub Zigbee where affected, while both in the same environment?
I’ve been having occasional issues where my primary hub loses all control of Zigbee devices but the devices are not marked as offline until I’ve rebooted the hubs to try and get Zigbee back. At the same time a standalone hub on an adjacent Zigbee channel is still working fine with Zigbee and nothing unusual appears when I check the Wi-Fi environment. In my case after about fifteen minutes of calm, methodical diagnosis frantic rebooting of hubs and power cycling mains powered Zigbee devices something gives and I get everything back. I wouldn’t want to suggest my issues have too much in common with yours apart from my being unable to identify a cause.
In your case the loss of the Zigbee subsystem sounds more like someone internal, but the hub working elsewhere sounds like something about your environment.
If you haven’t already, I would make sure your hub isn’t connected to a hub group and ideally is using a wired network connection, and then go around powering off all the Wi-Fi and Zigbee devices you can think off just to try and eliminate environmental factors.
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.
Thank you for the access. A couple of questions came up based on what I see:
Only the Hubs V3 have Zibee devices installed
Not all Zigbee devices are offline
Both hubs show that their Zigbee radio is functional
One is in channel 20 and the other is in channel 15
So, did the original behavior change to have only certain devices offline, or happens that the online devices cannot be controlled?
Also, about this, you took the hub and some Zigbee devices that were offline to a different location, where they connected successfully and were controllable?
Finally things started to get back to normal gradually until now everything is fine.
I’m still trying to investigate what happened before, initially everything working so great with no noise or problems using Zigbee channel 20 which of course away of the WiFi channel which 1, and after 5 minutes power outage Zigbee channel 20 became malfunctioning and channel 15 is working perfectly.
Nothing else happened at all, so the question is why channel 20 became malfunctioning?!
I shared your case with the engineering team, and they mentioned they are rolling out a new Zigbee stack version with the 58 firmware version that may improve the situation going forward, and also, they marked your Hubs to monitor as part of the rollout.
We’ll share more information as soon as we have it
