EDIT: Support is working with me now to figure this out and asked that we keep this going to possibly help others with similar issues...
I will post steps taken for everyone's benefit...
Has anyone been in contact with support via email lately? I have an ongoing issue they can't seem to figure out. We went back and forth with some ideas via email over the last few weeks but it did not fix the issue...
I went on vacation out of town and when I returned last week, emailed them to follow up... I have now emailed three times with zero response...
I emailed Wednesday morning, Friday and this morning... I was giving them the benefit of the doubt because of the 4th holiday, but now I feel like they are ignoring me...
I bought my hub in February and for the most part love everything about it, the idea and all of you in the community... However, I'm not feeling to good about my predicament.
So far, none of the leaders or engineers can seem to figure out why I cannot pair any new z-wave devices...
The last email I got before going on vacation said they thought for some reason when devices initialize on my system, they are not picking up a driver. They asked me to do a backup, soft reset and restore the backup...
I've tried that twice with no luck... Now crickets....
I got a generic email today asking for the basics of the enquiry (but I had linked a forum post with the whole explanation and photos). But this is a new ticket, not an old one.
I think that is fair, but I've seen staff posting all throughout the weekend... So, they are just as addicted to this stuff as some of us are becoming.
I'm little peeved as I have not been able to add z-wave devices for almost two months now... My already paired z-wave devices work perfectly and I've been able to add 20 zigbee devices just fine...
I now have a growing pile of z-wave devices I want to add but can't... Anyway, just frustrated and venting a bit...
This user group has been fantastic, but my problem really appears to be in the engineering realm...
Thanks Aaron, but we tried those things at the beginning... There is an internal issue with the hub and engineering is looking at it now. It finds the devices and starts the process perfectly... It just never completes... No matter how long, distance to the hub, apps, etc...
They contacted me last night and this morning and going to have an engineer look deeper into it...
But I welcome any ideas from the community... I’ve read all the threads I could find and tried everything mentioned... the last thing support had me try was a soft system reset and reloading of my backup file to the wiped device... it did t work...
I hope I don’t have to do a hard reset as I’ll have to repair about 150 devices again...
Just an update for this topic... Engineering has had me go through some steps and it appears the hub is "not notifying the initialization process that it finished, even though it appears that it did finish initializing.. and so its not picking a driver."
I worked with support who identified an issue with timing. A fix was released in a firmware update shortly thereafter and talked about in other threads...
With the firmware fix, I was able to add the last couple of devices I needed... I haven't had to add any z-wave devices since then so I'm no longer experiencing issues... Not to say they don't exist...
