Wi-Fi hub doesn't appear or is discovered in the SmartThings app

Tap the Recent apps icon at the bottom of the phone's screen, and then tap the Close all. Press and hold the Power button, and then tap Restart.

After the phone restarts, make sure it's connected to a mobile data or a different Wi-Fi network (other than the Wi-Fi hub). If the network connection is poor, switch from one to the other.

To check the Wi-Fi connection, navigate to and tap Settings > Connections > Wi-Fi. Verify the switch at the top of the screen is on, and then make sure the phone is connect to a network. 

From the Connections menu on your phone, make sure the switch next to Bluetooth is turned on. 

Alternatively, open the SmartThings app. Tap Menu (three horizontal lines), and then tap the Settings icon above your account name. Turn on the switch next to Auto device discovery.  The next time  SmartThings app is opened, Wi-Fi and Bluetooth will automatically turn on even if the connection settings are turned off.

Note: The SmartThings app will send push notifications if the hub goes offline. In the event of a firmware update, you will be informed via email at least 24 hours in advance if downtime is expected.

Make sure the main router is up and running, and the ethernet and power cable are properly connect to both the hub and the main router. Replace any damaged cables.

• The ethernet cable must be plugged into the IN port on the rear of the hub, and the OUT port on the main router.

• Make sure the power cable is plugged into the rear of the hub, and the wall adapter is plugged into a working outlet.

• Move the hub as far as the ethernet cable will allow to avoid Wi-Fi interference from the main router.

Unplug both the power and ethernet cables from the hub and router for 30 seconds. Then, plug in the ethernet cable to both devices. Next, plug in the power cable to the router and wait until all lights are green before plugging in the hub again. Now, check the LED indicator on front of the hub:

• Solid Green: The hub is powered on and working normally.

• Flashes green: The hub is booting up or resetting. Allow the hub to finishing booting/resetting, and then check the status again. The LED will change to a different color based on hub's status.

• Flashes green and red: The hub ready for setup with SmartThings, a device is being added, or the hub is in Z-Wave exclusion mode.

• Flashes red: A function error occurred during setup, the network (main router) the hub is connected to is not available, or the hub is overheating. You will need to reboot both the hub and router. If the hub overheats for a prolong period, it may automatically shut down or reset.

• Solid magenta: Download mode (manual update).

If the issue occurs again, you must physically factory reset the hub. If the reset doesn't solve the problem, perform a hardware test. However, service is required if the hub fails the hardware test or is overheating.  Please visit our Support Center to request service.

From the phone, navigate to and tap SmartThings. Tap Menu (three horizontal lines), and then select the Location drop-down menu. Select the location of your hub, and then verify the hub's device card appears in the app. Depending on the hub, the status will be "Online" or "Connected" if the network is working fine.

• If the hub's device card displays "Offline" or "Disconnected," you will not be able to proceed to step seven. (Repeat step five again.)

• If the hub's device card does not appear, verify if you are the owner or a member of the hub's location. You may have been removed from the location as a member or the hub was deleted.

• If you are the owner, have not been removed as a member, or the hub hasn't been deleted from SmartThings, physically factory reset the hub.

Note: The device card(s) for devices connected to the hub will also appear unless the built-in SmartThings hub is turned off.

Tap the hub's device card, and then perform the steps specific to your hub:

• SmartThings Wifi: Tap Use SmartThings Hub, and then make sure the switch is turned on. Next, tap MANAGE SMARTTHINGS HUB and verify the status is "Connected."

• Connect Home: Make sure the switch next to "SmartThings Hubs" is turned on. Next, tap SmartThings Hub and verify the status "Connected."

If the switch for the SmartThings Hub will not turn on, the Location may not be properly syncing. You will need to clear the SmartThings app cache, then try again.

Note: If the switch for the SmartThings Hub was turned off, you must reset (or exclude) all devices that were connected to that hub before you can reconnect them again.