Zigbee Switch Driver Update knocked all zigbee devices offline

Devices & Integrations
1

As of yesterday zigbee devices have gone offline one by one. Looking at my hub information the Zigbee Switch driver was updated yesterday so I believe that is the problem. Is there a way to roll back the driver or push a new update hopefully?

1 Like
2

Hi, @mdav20

Are they still offline? Do they come back when they receive an event (for example, turning them on manually)

3

Yes they are still offline and do not come back on when turned on or off manually. Thank you

4

ok, can you enable support access to your account, please?

  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 (â‹®) 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.
5

Yes its the same and support access is turned on.

Thank you

6

Hi, @mdav20

The hub looks good on its memory, I thought it could be related. Have you tried rebooting the hub after these devices went offline?

7

Yes I’ve rebooted a few times actually. I think its the zigbee driver that was just automatically updated yesterday.

2 Likes
8

Hi, @mdav20

The engineering team was checking your case and mentioned there was no outstanding information that could indicate the reason for the devices being offline, other than the devices stopped responding, meaning there was a Zigbee network issue, but we don’t know the root cause.
I entered your account and noticed that the device IDs I collected yesterday of offline devices that used the “Zigbee Switch” driver are gone. Did you reinstall them?
If so, can you confirm if they haven’t gone offline?
The team mentioned that we should verify if the Hub’s restart is causing this issue, so, can you please restart it and check if the devices come back online once the Hub does?

If not, please submit the Hub logs as follows:

  1. In the Advanced Users app, 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.

Thanks!

9

You may want to power cycle all your main powered zigbee devices