Aeotec Smart Home Hub support Print

This solution determines how to get software support for SmartThings or individual device support on Aeotec  Smart Home Hub. It forms part of a broader guide on managing and using Smart Home Hub which can be found here.

If you are having issues setting up your hub, it’ll help our support teams pinpoint the best options for getting your hub successfully setup.

Checklist before contacting SmartThings or Aeotec support.

• SN Code (located under your hub).
• Screenshots or videos of your setup issue.
• Error Code generated during the setup process (if any).
• LED status on your Smart Home Hub (ie. Solid blue, blinking purple, solid green)
• List any troubleshooting you’ve tried
• If possible, send them logs that may be helpful in the analysis of your issue. You’ll need an empty flash drive to  gather logs.  

1. Power down Hub.
2. Connect empty USB drive to Hub.
3. Power on Hub.
4. Reproduce the issue that you are having.
5. Wait about 10 minutes.
6. Press Reset button once.
7. Magenta light should flash briefly.
8. Logs dumped onto USB drive.

If you have any issues with any Aeotec hardware or Aeotec Smart Home Hub and need assistance, you can contact the Aeotec Group, technical support team.

There are a few ways you can reach Aeotec support:

1. Submit a ticket email through: www.help.aeotec.com

2. Log a support ticket through www.aeotec.com/contact under the section “Help and product questions”

3. Submit a direct email to: support@aeotec.freshdesk.com

Submitting a ticket to us will result in a confirmation email showing your ticket number, and to confirm with you that we’ve received your ticket submission.

SmartThings team is still the brains behind the software used behind Aeotec Smart Home Hub, any issues with SmartThings Connect you cancontact their support team at that link.

Through their support team, you can get direct support for your Aeotec Smart Home Hub software use, and various support documents about Aeotec and/or SmartThings Zigbee devices.

How to contact SmartThings through SmartThings app.

Email

You can directly contact SmartThings support at: ****support@smartthings.com

iOS steps

1. Open SmartThings Connect app
2. Tap on Main Menu (upper left-hand corner)
3. Tap “ Help. “
4. Tap “ Report a problem. “

Android steps

1. Open SmartThings Connect app
2. Tap on Main Menu (upper left-hand corner)
3. Tap “ Help. “
4. You have a few options here (which vary by country or region you may be in)
   • FAQ
   • My Questions
   • Ask a Question
   • Call Customer Service
   • Report a problem,

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