Aeotec Smart Home Hub troubleshooting Print

This solution determines various troubleshooting methods to resolve your Aeotec Smart Home Hub connection to SmartThings Connect. It forms part of a broader guide on managing and using Smart Home Hub which can be found here.

Click the links below to jump to specific bodies of this article to easily get to the troubleshooting steps of your issue:

Smart Home Hub troubleshooting:

1. What do the LEDs on Aeotec Smart Home Hub mean?
2. How can I reboot my Aeotec Smart Home Hub?
3. How to reset Aeotec Smart Home Hub to factory default
4. Firmware / Download process in app is stuck
5. Hub not found
6. Connection failed / hub offline during setup
7. Your hub is offline (Solid or Blinking blue LED)
8. Error 33-504
9. Solid or Blinking red LED
10. Registration failed
11. Invalid serial number
12. How to perform a full hub reset if already setup.

Device specific troubleshooting:

13. Older Zigbee sensors can’t connect.
14. Cannot connect Z-Wave or Zigbee devices.

Hub is ready to be claimed (with or without internet), you have 30 minutes to start the setup process.

If you miss this window for setup and your hub is blinking blue, just unplug power, replug your hub, then wait 1 minute.

| Solid Blue| Hub is claimed and connected to the network, but has no internet or server connection.

Make sure to check SmartThings status webpage to ensure that SmartThings cloud is operational. If it is, try swapping between WiFi and Ethernet.

| Blinking Blue|

There is no Ethernet or WiFi connection. This can happen if you allow Smart Home Hub to timeout its setup process.

Simply unplug your hub, and then re-plug your hub. If using WiFi, try connecting it to Ethernet.

| Blinking Magenta| Downloading update
| Solid Magenta| Applying update
| Solid Green| Hub is connected
| Blinking Green| Hub is in pair mode (searching for device)
| Fast Blinking Green| Hub is in Z-Wave exclusion mode
| Blinking Yellow/Amber| Factory Reset in process
| Solid Yellow/Amber| Factory Reset process complete
 | Blinking Red|

An Issue occurred during bootup, wait at least 2 minutes to see if it’ll resolve itself.

Try an extended power cycle to resolve this issue. (wait a minimum of 6 minutes before powering up the hub again.)

| Solid Red|

Hardware issue, wait at least 2 minutes to see if it’ll resolve itself.

Power cycle the hub (attempt this a few times), if the issue does not get resolved, contact support.

To reboot your SmartThings hub, you can use 1 of 3 different methods:

1. Press and hold the recessed Reset button located on the back of the hub for 7 seconds (Release when the LED turns off)
2. Unplug the Hub and then plug it back in.
3. (Hard reboot) Unplug the Hub, wait at least 6 minutes, and then plug it back in.

If you find the need to factory reset your Aeotec Smart Home Hub completely, you can follow these steps.

1. Disconnect power from your Aeotec Smart Home Hub
2. Press and hold the recessed reset button in the back of your hub.
3. While holding down the reset button, power up your Aeotec Smart Home Hub.
4. Continue to hold down the reset button until the LED turns solid yellow (about 30 seconds after power). The LED should be flashing yellow during this time. 
5. Release the reset button when LED lights up solid yellow for at least 3 seconds.
6. After about a minute, your LED should flash red / green  to indicate it is ready to be setup. You will have 30 minutes to start the setup process. 

If you find that your firmware / download process is stuck for more than 30 minutes, there are a few possible options to troubleshoot and help you get past the firmware update stuck issue.

d.1. General troubleshooting.

1. Force stopped the Smartthings Connect app
2. Cleared cache and data from the Smartthings Connect app
3. Unplugged the ethernet connection from the Smart Home Hub
4. Factory reset the Smart Home Hub.
5. Let the Smart Home Hub sit until the red / green lights were flashing
6. Open SmartThings app and start the pair process for your Smart Home Hub.

d.2. If attempting to pair with Ethernet connection / wired, try using WiFi to directly connect your Smart Home Hub:

1. Remove Ethernet from your hub
2. Factory Reset your Smart Home Hub
3. Ensure that the LED is flashing red / green after a minute or 2.
4. Start the setup of your Smart Home Hub in SmartThings app
5. Allow this to finish up.

d.3. If attempting to pair with WiFi, try using Ethernet / Wired connection to connect your Smart Home Hub.

1. Connect your Smart Home Hub directly to Ethernet connection to your Router (or if possible your modem)
2. Factory Reset your Smart Home Hub
3. Ensure that the LED is flashing red / green after a minute or 2.
4. Start the setup of your Smart Home Hub in SmartThings app
5. Allow this to finish up
6. Now if you want WiFi use after completing your setup, you can manually add WiFi settings to your hub following the steps in d.3.1 in the next subsection .

d.3.1. Now if you want to swap back to WiFi after a successful :

1. Open Smartthings app
2. Open up the menu
3. Select Gear icon
4. Find “Change device Wi-fi network” and select that.
5. When you enter your WiFi network, give it a few minutes
6. Then pull out the Ethernet connection, it should automatically swap to WiFi connection (if Ethernet is ever plugged in, your Smart Home Hub will prioritize Ethernet connection over WiFi).

If the hub is not found during initial setup, there are 5 different troubleshooting steps you can take to resolve this.

1. Ensure that your Aeotec Smart Home Hub LED is blinking Green and Red.
2. If using Ethernet
   • Make sure Ethernet cord is completely pushed into your Aeotec Smart Home Hub and Router.
   • Try a different Ethernet cord.
   • Try a different Ethernet port on your Router.
3. If using WiFi
   • Make sure the WiFi password is correct.
   • Try another area in your home that has stronger WiFi connection.
   • Try using Ethernet connection to rule out WiFi connectivity issues.
4. Move your Smartphone closer to your Aeotec Smart Home Hub.
5. Temporarily disable cellular data on your cell phone for setup.

If you find that your hub has issues during setup, there are 3 possibilities here that can cause the connection to fail, and their solutions:

1. Hub loses power during setup:
   • Ensure that the power cable is secure and fully plugged in.
   • Try a separate outlet to rule out the possibility that the outlet it is currently connected to has issues.
   • Try again when the hub is powered, and the LED is blinking red and green.
2. Hub loses WiFi during setup:
   • Ensure the hub is within range of your WiFi router.
   • Ensure the WiFi router is powered.
   • Reboot your Router.
   • Try Ethernet if WiFi continues to fail.
3. Hub loses Ethernet connection during setup:
   • Ensure the Ethernet cable is securely plugged into both the hub and router.
   • Try a new/different Ethernet cable.
   • Reboot your router, modem, and hub.
   • Try WiFi if Ethernet continues to fail.

If you find that your hub went offline and stopped responding (with the LED indicator as a solid or blinking blue color), follow these troubleshooting steps:

1. Power cycle your Aeotec Smart Home Hub
2. Ensure that WiFi or Ethernet cable is connected and working
3. Reboot your router and modem
4. Confirm and ensure that all these ports are open
5. Ensure that the WiFi router does not have any special network settings that might restrict the hub.

If you encounter error 33-504, there are a few settings to check to make sure your hub is able to be setup:

Router Settings

• Make sure to check if these ports are open on your router.
  1. 11111
  2. 9443
  3. 443
  4. 39500
  5. 37

iOS Settings for iPhones –

Make sure SmartThings app has permission to find and communicate with devices, it may be disabled by default in some cases. This will need to be enabled in order for SmartThings app to connect to SmartThings as a local device.

1. Go to your iOS „Settings“ page
2. Tap Privacy
3. Tap Local Network
4. Look for SmartThings then ensure it it enabled for Local Network connection.

If you find a solid red or blinking red LED, this may indicate a hardware issue, but there are potential recovery methods. If you find that none of these troubleshooting steps are not working, you may need to replace your hub.

Try a general hub reboot (Soft Reboot):

1. Use a small tool and press and hold the recessed reset button – located on back of hub
2. Release the button after LED goes red , then turns dark.
3. Wait a few minutes for the hub to reboot -> LED should turn solid blue , if paired to SmartThings should become solid green (if not paired to Smartthings app, then it should flash red / green when ready to be claimed by your app)

Try power cycling your hub (Hard Reboot):

1. Disconnect power and ethernet cables from hub.
2. Wait 2-3 minutes, then reconnect ethernet and power to the hub
3. Wait a few minutes for the hub to reboot -> LED should turn solid blue , if paired to SmartThings should become solid green (if not paired to Smartthings app, then it should flash red / green when ready to be claimed by your app)

Factory reset your hub:

1. Disconnect power from your Aeotec Smart Home Hub
2. Press and hold the recessed reset button in the back of your hub.
3. While holding down the reset button, power up your Aeotec Smart Home Hub.
4. Continue to hold down the reset button, the LED should be  flashing yellow  during this time. 
5. Release the reset button when LED lights up solid yellow for at least 3 seconds.
6. Wait a few minutes and the LED should return to flashing red / green

If you encounter registration fail when connecting your hub to SmartThings Connect, you can follow one of two possible solutions:

1. Tap Retry
2. If Retry continues to fail, force close SmartThings Connect app, and start the process of registration from the very beginning.

There are 2 possible solutions for this error.

1. Confirm that the serial number was entered correctly.

2. Check the LED of your Aeotec Smart Home Hub. If the LED is green, the hub may have been claimed by someone else. The previous user must remove the hub from their location.

If you ever need to perform a full reset of your Smart Home Hub, you can follow these steps to deleting your hub for a fresh start.

1. You’ll need to remove the hub from the backend in your SmartThings IDE page

1. Login to your Samsung account through SmartThings IDE: https://account.smartthings.com/
2. Click “ My Locations ” -> Select your location
3. Then click on “ My Hubs “
4. Look for your hub , if you have multiple hubs, select the specific hub that you want to fully reset.
5. Now at the top right click on the red button “ DELETE “
6. Confirm.

2. Factory reset your Aeotec Smart Home hub afterwards, its should flash red/green afterwards:

1. Disconnect power from your Aeotec Smart Home Hub
2. Press and hold the recessed reset button in the back of your hub.
3. While holding down the reset button, power up your Aeotec Smart Home Hub.
4. Continue to hold down the reset button until the LED turns solid yellow (about 30 seconds after power). The LED should be flashing yellow during this time.
5. Release the reset button when LED lights up solid yellow for at least 3 seconds.

Older Zigbee sensors that cannot pair with Aeotec Smart Home Hub may require a specific Zigbee channel to be used. Older Gen1 Zigbee devices may require you to use channel 14, 15, 19, 20, or 24 which can be changed in SmartThings IDE.

To change the Zigbee channel:

1. Login to your Samsung account through SmartThings IDE: https://account.smartthings.com/
2. Click “ My Locations ” -> Select your location
3. Then click on “ My Hubs “
4. Click on View Utilities
5. Under Zigbee Utilities look for “ Change Zigbee channel ” which you can choose a zigbee channel between 11 – 25, Smart Home Hub defaults to channel 25.
6. When you’ve got the correct channel, select “ Update ” underneath.
7. Now try pairing your Zigbee sensor.

If you are not able to connect Z-Wave or Zigbee devices, those devices may already be connected to another hub. Any Z-Wave or Zigbee device can only be connected to one up at a time.

To resolve this issue, you must either factory reset, or unpair them. You don’t need the older hub, you can use your new Aeotec Smart Home Hub to perform a reset on them.

How to remove or factory reset Zigbee Devices.

1. Read the instruction manual of your Zigbee device and look for the button press required to manually factory reset them.
2. For any SmartThings or Aeotec Zigbee device , press and hold their button for 5 seconds (then release when LED flashes red).
   • The required button press for factory reset will differ between different products and manufacturers.
3. Then release the button. If successful, the LED will blink red/green while it is attempting to connect to a new hub.
   • The LED indicator will vary between different products and manufacturers.

How to remove or factory reset Z-Wave Devices.

1. Open SmartThings app.
2. Find your hub in the SmartThings dashboard, and tap it.
3. Tap More Options (3 dot icon)
4. Tap Z-Wave Utilities
5. Tap Generic Exclusion
6. Ensure the LED on your Smart Home Hub is flashing its green LED.
7. Tap the button on your Z-Wave device to factory reset it.
   • Notes
   • The button press required will vary between different Z-Wave devices. Typically its just a single tap to the button.
   • More uncommonly, it is 3x button taps within 2 seconds.
8. If successful, your SmartThings interface should state it has removed a device.
9. Now try connecting/pairing as you usually would. 

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