Hub rebooting and devices unresponsive

Developer Programs Support
1

Hi @nayelyz

Don’t know whether this thread

is the same as here, but since yesterday apart from the problems mentioned there with the Favourites page, I have also continual rebooting throughout the day, especially with all Zigbee devices showing offline.

2

Hi, @Johnnybegoode
No, the issue with the favorites’ summary cards was reported here: SmartThings Status on main page no longer available on iOS
We already shared this with the team and they are looking into it.

About this, do you mean the Hub is rebooting or you only see devices going offline continuously?
We’ve seen the last happened for users that have reached the memory limit.

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3

Connecting with the app (iOS) over the last 24 hours find in some cases devices offline. I have waited to see if this cures itself, but if this happens, almost immediately everything goes offline, or in other cases interacting with the app provokes a reboot. I ignore if this is really a “reboot” because if I connect to the web UI to reboot it responds
"Error rebooting Hub Smartthings. The hub may be offline or already rebooting "
Only method has been to disconnect power, which I have done 3 times today.

driverMemoryLimitStatus and driverCountLimitStatus show SoftLimit.

Thanks as always for the response.

4

Mmm, this is very intriguing…
Ok, when you see a device goes offline, please do the following:

  1. Submit the Hub’s logs
  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.
  1. Take note of the approximate time when it happened and share it with us including your timezone
  2. Share the names of three devices that go offline
  3. 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
  4. 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.

Please, let me know if it allows you to send the logs, if not, with the access to your account I can create a ticket about your hub to see if the team can see something in the Cloud logs.

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5

Replied on DM.
Log requested.

6

I had also problems with my hub yesterday, which went several times to offline during the day, but came back online after awhile. I don´t know if my hub was rebooting or what because I still had to reboot the hub manually after it came back to online or my Hue lights (with edge driver) didn´t work correctly.

7

Hi, @Johnnybegoode
The engineering checked your hub and account and they took another set of logs aside from the one you shared where they observed the following:

  1. There were several errors with the Hue driver, so we wanted to check if they work correctly now or not?
  2. Zigbee messages transmission failure
  3. Matter CASE and subscription errors
  4. The devices offline observed first seemed to be working by the second time he got logs, but I see there are currently 15 devices offline. So, I don’t know what you observed in real time
  5. The main theory is that the Hub is receiving too much traffic from the Zigbee network and the LAN integration of Hue

A heavy traffic can often cause transmission failures and driver restarts

I don’t remember if you mentioned observing/making a change before all went down. Did you change something on your network or else?

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8

I have 2 Matter bridges, from Philips Hue and iHost ( wifi devices and also 2 Zigbee devices). A Tasmota Matter bridge I had already deleted some time before these problems.
I had noticed that the Matter bridges would sometimes momentarily show offline in the app.

The situation has stabilised to a point these last few days but I still have periodic episodes of everything showing offline (as you have seen!) or rules failing over a short period of time.
Appreciate the team’s feedback although as I don’t really understand the full significance of ‘CASE’ errors or ‘Zigbee messages transmission failure’ I would ask for your recommendation.
Would be better to eliminate the Hue Matter integration in favor of pairing the Hue devices to the hub? The Hue Zigbee channel is not the problem here as I know it does not overlap with the hub Zigbee channel.
Or would be better to eliminate the 2 Zigbee devices (Hue outlets) from the iHost. I do not know if this channel overlaps or not and cannot control that. These Hue outlets precisely are paired here as they don’t come across in Matter from the Hue hub!
I will try anything you suggest. Thanks.

9

In case you missed the recent announcement:

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10

Trying to recall I remembered that the last change I had made was pairing these Hue outlets to the iHost, but that was at least 2 weeks before this rebooting started.
In any case to eliminate possible issues there I yesterday eliminated all Zigbee pairings from the iHost.
I then paired one of the Hue outlets to the Hue hub, and as @jkp pointed out this device is now visible in the Hue Matter bridge :ok_hand:.

However rules not functioning for a moment this morning made me open the app and again everything (hub inclusive) showed offline. Will see if this repeats.

11

Update to confirm, with no further modification of system, that for 3 days now I have not detected any hub reboot, neither have seen the Matter bridges showing offline.
Thanks @nayelyz and your team for looking into this.:ok_hand:

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