All ZigBee devices stopped working on C8 Pro

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1

Hi, I have approximately 80 ZigBee devices and all have them have stopped working last night. Other WIFI devices are fine so the hub is still functional. I haven't altered anything for this to occur and haven't had any severe hub load messages or ZigBee radio offline messages.

I've
-rebooted the hub
-rebuilt ZigBee network
-rebooted ZigBee radio
-shut down the hub
-checked the antenna's are tight

What on earth is going on here, the devices appear to be visible to the hub but are lifeless.

Any help would be welcomed as my WAF is diminishing by the minute and I'm soon to be banished to the shed.

2

You might need to file a warranty claim...info on that below. Some possibility that your Zigbee radio died, given your symptoms and lack of progress w/all the normal Zigbee troubleshooting steps. The lack of a Zigbee radio offline messages is a little confusing...are you seeing normal events in your Hub Events log, e.g., Backups you have scheduled, the shut-downs and restarts you've done?

@stueyhughes - if you PM your Hub UID (Settings>Hub Details) to @support_team, someone from HE can look at your engineering logs.

You might need to do this:

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3

What Zigbee channel and power level are you using?

4

Power 20, Channel 8. It's been this way since I bought the hub circa 10 months ago. Well I assume it's been this way because I've not altered it

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5

If you have a C8, there have been some issues reported off and on with using channel 20. Not typical to result in the severe experience you're having though.

You could try switching to Zigbee channel 25, and then do a shutdown pull power wait 30 seconds, then restart. I'm not confident this will help at all, but will at least remove one variable, the channel.

After a channel change it can take a little bit for devices to reconnect and work normally.

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6

Ok, I've given this a shot. In the meantime I'll try a ZigBee channel change but I'm not hopeful

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7

Unfortunately changing channel has been completely fruitless. I'm just wondering if my database is corrupted for any reason. Would rolling back to a prior back up resolve this perhaps?

I'm nervous about rolling back in case staff are looking at my account so not sure if I should.

Does anyone know if it's worth a stab?

8

You can do a soft reset...easiest way is to choose the database rebuild during a reboot of the hub. I don't remember a problem like yours coming from database issues, but won't hurt.

Choose the reboot option on Settings, choose advanced options on the reboot dialog, and choose the option to rebuild your database...

image

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9

Ok, wish me luck. I'll report back shortly :smiley:

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10

Thanks for your help thus far.

Unfortunately it comes with regret, but rebooting and rebuilding the database didn't work. How annoying.

Hopefully staff can RSVP shortly :slightly_smiling_face:

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11

Did you enter a warranty claim with the link that I provided?

12

Hi, no I didn't because I was hoping that the issue could be resolved without the need to claim for a new hub. Should I log a claim do you think?

13

That warranty claim process allows for HE staff troubleshooting, so it won't necessarily result in a new hub...support team has been pinged, but they are very swamped across the board w/the current beta.

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14

Ah, now I understand. Your help has been extremely helpful. Really appreciated :+1:

15

Hi folks, just an update. The support staff found a device in the engineer logs which was throwing multiple errors. I deleted the device and hey presto, every other device began to communicate.

Interestingly, this device was a disused WiFi device which wasn't even online or powered up.

At least I'm back in business and my ZigBee Radio is back to it's normal self.....thank you for all of your support....Stu

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16

Here's me...
wishin that was on some sort of System Health Dashboard glaringly pronouncing it's abnormality. Not everybody makes the call for support to lift the hood. This could go a long way to labor savings for everybody involved.

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17

These types of errors are often found in the normal logs (and would also be available in the engineering logs which IIRC are a super-set of the logs. I'm not sure if @stueyhughes looked in his logs for error messages/issues or not. I assumed he had from his comment about not seeing severe hub load messages or Zigbee radio offline messages, but I should have asked him to be sure.

18

Yeah l, I checked my logs and nothing jumped out at me. That said, if I could turn back the clock, perhaps I should have searched deeper. Because every ZigBee device failed, I sort of assumed that my ZigBee Radio had fallen over and therefore this couldn't be caused by another device. Particularly one which was offline and without power. How wrong was I!

I've had little issues over my 3 year Hubitat tenure but I guess this situation shows how sensitive a ZigBee network can be.

My view is that this would occur with any smart home hub and not a Hubitat issue as such. My faith remains with Hubitat and their excellent ability to respond when we're in difficulty. In actual fact this problem has heightened my view of Hubitat. Great product, even better customer support :+1:

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