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SmartThings device does not respond or the status is disconnected or incorrect
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If a smart device's status is stuck in a particular state, appears Offline, or does not respond to an action, you can try checking the power to your hub, performing a reset, or doing other troubleshooting steps.
- STEP 1
- STEP 2
General troubleshooting for the hub
In some rare cases, having an old SmartPower Outlet (Smartenit) plugged in can interfere with the device's ability to communicate with the hub. To test this, unplug the outlet for a day and see if the device's sensor reports properly. If this resolves the problem, contact SmartThings support for more tips on troubleshooting your old SmartPower Outlet (Smartenit).
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Check the hub's power and LED indicator.
Verify the hub is receiving power, and check the LED indicator. If the LED is flashing or solid magenta, the hub is updating and will show as Disconnected in the app. Do not unplug or reboot the hub during this time.
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Verify the device is powered on (options will vary by the device).
- If the device is connected to a power outlet, disconnect it for two minutes, and then reconnect it. It may be necessary to connect the device to a different outlet.
- If the device is battery powered, verify the battery is inserted correctly. Remove the battery for 30 seconds, and then reinsert it to see if the device reports correctly. It may be necessary to replace the batteries.
- Some devices have an LED indicator. Verify the LED is not orange or red which indicates there's an issue with the device.
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If required, verify the device is set up correctly with its native app.
Some devices are required to be set up on their native apps before connecting with SmartThings. For example, an Amazon Echo needs to be set up in the Alexa app first. Refer to the device's user manual for the exact instructions.
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Check the range between the hub and the device.
The device may be out of range. Try moving it closer to the hub, or extend the wireless range of your network using repeaters.
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Make sure the hub isn't near the Wi-Fi router.
Wi-Fi routers can sometimes cause interference with devices. Make sure the hub isn't stacked on top of a Wi-Fi router or placed near other wireless electronics, such as a cordless phone. Move the hub as far from the router as the ethernet cable will allow.
Note: When troubleshooting Zigbee devices, use the router settings to change the Wi-Fi channel to 1, 6, or 11 (exact steps vary by the router). The SmartThings Hub generally uses somewhere around channel 14-25. For example, if your Zigbee channel is 14, then Wi-Fi channels 1 and 6 overlap.
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For Wi-Fi devices, verify the device is connected to the same network as the hub.
Wi-Fi devices, such as TVs, may be required to be connected to the same network as the hub. It also may be necessary to connect the device to the router via Ethernet.
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Delete and add the device again on the SmartThings app.
Steps may vary depending on the SmartThings app and device type. Visit SmartThings support to learn how to delete and add a device again on the app. If there's an issue adding the device again, reset the device.
Contact Samsung Support
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