I did have it in a closet with my server rack. The server rack has nothing thats wifi in it though. Just a Unifi Gateway, a Unifi Switch, and a modem. Everything is hardwired ethernet in my house. The C5 worked flawlessly in the same place.
That being said, i also ran a 50ft ethernet wire to get the hub out of there (because I was told this by support as well) and still the same issues with the hub in the middle on my kitchen island with nothing that can interrupt it, unless a metal kitchen sink does...
I doubt support actually told you to do that. I would assume they told you to get it away from your wifi ap as far as possible or that the best positioning for the hub is at the center of the house.
That really doesn't help anyone help you... If you can simply give him a date that you submitted a claim they can expedite things.
Sure, but if the rack is metal framed, or if the closet has pipes and/or electrical running through it that can certainly cause interference. Of course without seeing your closet/rack setup and running a radio wave meter, it's difficult to say for sure.
If you try another power supply and swap the antennas and it still will not exclude or pair a z-wave device then I would be leaning towards an internal hardware problem. You would ideally want to test with a mains powered device that is relatively close to the hub. Test exclusions first as that is an easier test, the hub would tell you "unknown device excluded" if it works. Not sure if I have ever heard of both the z-wave and zigbee radios be dead though, so its a strange one.
I assume you also have the antennas pointed vertical (perpendicular to the ground)? Although having them mis-aligned it should still work just not as well.
Support told me to get it out the closet with the rack. I told them I have an open concept house, there is really nowhere else to put the hub that's central located. It would be at either end of the house in a room. So they said "let's try this as a test temporarily" just run an Ethernet cable and put it anywhere else (Ethernet connection is better than wifi) and try to pair to rule out the server rack idea. Still didn't work..
the comment made about "that's your job, find them" is a pure frustration comment. It's hubitats MO to just bash the customer. They treated me like I'm an idiot the whole time and is taking me on a treasure hunt instead of just admitting that it's maybe a bad hub or just a bad device in general. More people than myself is having tons of issues with the C8 compared to the previous models. we have spent a lot of money on this hub to just get runaround troubleshooting. When I question something, I'm treated like they are superior and I'm the idiot. I dont know the actual dates of the support tickets, they do. All those emails are long gone. I can see my FB group posts, that's usually my go to, where they also make snarky remarks to me. This was a comment of pure frustration and "enough with this".
My c5 was in the same location as the C8. On the rack with a Unifi dream machine, a Unifi 16 poe switch, a modem and a Synology nas. I have one outlet in there to power a surge strip where everything is plugged into. No APs or wifi devices are in there or close to there, everything is hardwired Ethernet from my switch. If an old C5 worked in there, why not the new and improved C8? isn't the products supposed to be better?
I have issues with Zigbee and Zwave. Nothing pairs. I will spend hours trying to to pair one device. occasionally I will get a device to pair and that's it, no other function. It just sits in my device list with no control functions from the hubitat browser, no Automations work with it..
Ok for diagnostics that makes sense, but the way you phrased it made it seem that support told you to move it like that permanently...
No they have never treated people like that. It's their job to guide you through diagnostics and when they see that there isn't anything physically wrong with the hubs in the logs they have you look elsewhere. That's not bashing at all.
Please show citation.,..
Now they have been very kind to you trying to work on the issue. @bobbyd asked for previous emails and instead you deflect by saying it's on them. This tells us you did not put in warranty case prior. Support knows this but yet they are still trying to help. We are also trying to help you yet you are being bombastic and combative. How about we start over clean while support looks at your case. Then everyone can approach this with less vinegar... Once they look at your logs, as well you providing them with the date(s) you initially put in a warranty ticket if you did, then they can send out a new hub right away.
The purpose of testing out different things is to eliminate some variables. Everything being suggested is from knowledge of other incidents. Now I do not have any of your old correspondence obviously but if it went anything like this thread I feel like that if you just spend a little time following the troubleshooting process and less time complaining then you would have either resolved the issue or been sent a replacement hub by now.
Unrelated but I recently had been dealing with an issue with a Wyze cam and I went in to support certain it was broken. Could not get the camera to track motion like it was supposed to. Had not been working for months. Support sent me some instructions on how to turn that setting on, I was thinking duh of course I know how to use your app this is stupid.... Read the instructions and found they had moved things around in the app and basically created a sliding options bar (with no indication you could swipe it) which you have to swipe over to see all the options. Found the setting and turned it on....
I never put in a warranty ticket. 2 days ago was the first time. The interactions were done through Contact Us - Hubitat and then emails from there. I do not have those emails anymore, I keep my inbox clean. With every company keeping data now a days, they should have them.
what kind of person you think I am? I really don't want to be like this. I didn't want it to get to this point. To assume I am lying about dealing with support the past 6 months? What would I get out of being hostile out the gate? I loved hubitat, my C5 was amazing. Their customer support I have dealt with my c5 and it was nothing but amazing, but they were also a smaller company then. they can see when the C8 was registered, there is my Facebook posts which I can gladly show when I get home in a computer, they should have my emails. to come out and call me a straight liar, where is that getting us? Nowhere, just a frustrated customer who is ready to go to home assistant, and honestly I don't think they care.
maybe it's been a year since my last post on the forum (which I'm guessing was said to discredit me) but I have other things in life to deal with than sitting around and mess with a hub. On top of a week or 2 sometimes it took to get an email from hubitat about the next thing to do, it might be 8-10 months to get to this point.
I really hope we can start over. Here I am, with a hub that has been wiped clean and fresh. Lutron integration works flawlessly. Bond integration is wonky, taking a long time to respond, and 8 hours yesterday I managed to get 2 Zwave switches to be recognized and on my devices, but have no control of them through the hubitat browser..
Looks like your Zigbee radio might have a hardware issue, unless the mix of devices is causing it to drop offline (which we’ve seen happen in some cases). To rule out any problem with your hub, we’ll send you a replacement. Keep an eye out for follow-up messages regarding the warranty case you initiated yesterday. These will confirm the shipment and include a tracking number.
Thank you. I really appreciate it. And again, I'm and truly sorry on how I came off. I just want to put yourself in my shoes for a second. $199 for a Hub that is not working right, then all the troubleshooting. I haven't been able to truly use it yet. I even went out and spent more money to get Caseta switches because I needed my switches to work. Got rid of 90% of my Zwave switches because of this. I understand the troubleshooting part of the whole thing, but after constant failures, I would of hoped this day of a replacement would of came sooner.
I also learned that maybe the contact is wasn't the best way of communication. I was never told to put a warranty claim in and I didn't think of it myself because right on the top of the page it says "90 days from purchase" which I was way past. I will make sure to put warranty claims in from now on as it seems like that's where it's supposed to go. Not the forum, not FB group, not Contact us..
You didn’t say anything about previously working with support in your OP. The OP read as if you were troubleshooting all this on your own and had only just now come to the forum for help.
It was a little confusing, so I asked for clarification.
I think most of the questions being asked here, including by the direct of customer support, are merely trying to get a better understanding of what’s happened, and what you’ve tried previously.
I really doubt anyone here is looking to discredit you, waste your time by giving you meaningless troubleshooting steps, or accuse you of lying to us. I can only speak with certainty for myself, though.
It appears as though you’re hopefully getting back on track with troubleshooting steps, so I’ll leave that to the experts, and I hope this is resolved for you quickly.
I think the Forum is actually the best place to start, as many issues can be resolved here probably quicker than support can get back to you directly. But if that does not pan out and someone feels like it is a hardware issue then using the warranty form is the next best step.
Also if you have Hub Protect, you can use the "subscriptions" form to request a replacement hub if a hardware failure is suspected.
Let us know if the replacement solves the issues, I am curious to know if it was in fact a hardware issue.
Yeah, definitely that. Didn't realize you were trying to go through that contact form. Technical issues are handled here and via support.hubitat.com where in the support portal (regardless of the issue) will generate a trackable ticket number. My assumption (incorrectly) was that was where you went through. I'll also say for myself I occasionally have knee jerk reactions because sometimes people come in hot and haven't actually tried to talk to anyone which gets frustrating, so honestly that part is on me.
That said, now that a hub is on its way, please let us know how things are going. One thing you will likely want to do is factory reset your z-wave devices to ensure clean pairings. If you have a failed z-wave pairing at any point, stop and check for ghosts...
Hopefully if you stick around next time please come to these forums first. As you can see there are many people here wanting to help you. This forum is one of the best resources this platform has. In many cases the folks here will even help direct you to support or tag them on a conversation if we see something that calls for their attention.
Facebook/Twitter or any social platform for that matter are not really very good when used as support tools. I know some folks use them as such, but ultimately that is putting a square peg in a round hole.
Just want to say thank you @bobbyD for the new hub. So far everything paired in ZWave without a hiccup. I just have one stubborn device (Go Control Garage Door Opener). I get the device recognized, then it gets stuck on "the device is completeing bootstrapping" . It will get stuck on it forever if i let it. I moved the hub closer, basically right on top of it. any ideas before i junk this door opener?
Have you checked Z-wave details to see if this is creating dead/ghost nodes? Often happens with failed pairing and if you pile a bunch up it can jam up the radio.
I will attempt. i unplugged the device and leaving it unplugged so it doesnt try to ping the hub. I was trying to pair it without the security. Could be my issue..
@kahn-hubitat I couldnt even get to the point of adding anything on my old hub for it to create ghosts.
