Frustrating and Disappointing C8 Pro Migration Attempt

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@support-agent I'm very frustrated by the poor setup experience with my new C8 Pro, and believe that I received a lemon (I hope this isn't the norm!). To be clear, this was a direct order from Hubitat, so not an Amazon return issue.

Upon plugging in my new C8 Pro, the setup wifi network wasn't coming up. After some Googling, I used the button on the bottom to reset. This worked, and I connected and tried to set up the wifi. I tried my 5GHz network (it wasn't showing ANY network options, I had to enter it manually), and it did not work (even though the light was solid green).

Another reset, and this time I entered my 2.4GHz network. Again, solid green light, but nothing showing up under clients on my router, and couldn't connect.

One more try...still no go. Unplugged and replugged. Nothing. Solid green light.

Plugged into ethernet, and at least it started to show in my router's client table–but I still could not connect. I was able to connect to diagnostic mode, and used that to update to the latest software version. I still could not connect normally after rebooting, though diagnostic mode did show the updated software.

I this time did a full reset from advanced settings in the diagnostic interface. After booting...it showed up! Finally! I began setup, starting with downloading the cloud migration backup I had made from my C5. It said that it was downloaded and applied, and rebooting. I waited, and after reboot had a solid green light and...NOTHING...AGAIN!!!!

Nothing showing in my router table, and cannot connect (clearly) from my browser, even for diagnostic mode. So, a seven second hold on the button underneath again. Now it shows up in my router's table, but would not open in my browser. Diagnostic mode came up, but when I input the mac address for entry, it timed out. Now I can't load diagnostic mode. The best part? My zwave switch with a rule to control zigbee devices WORKS...so something is alive in there, I just can't access it.

My C5 has been unplugged since I began setup, and it's time for me to give up this 2 hour waste of time. I hope that when I disconnect this C8 Pro and plug my C5 back in, things work without a hitch. Otherwise it's going to cause major issues with my wife!

How can I go about getting a replacement C8 Pro? I assume this one is a lemon? I don't even want to plug it back in at this point because I don't trust it not to mess up my 5 years of accumulated rules etc. after all these issues on Day 1.

I'll add that this was originally an email sent to hub@hubitat.com...the address that IN MY ORDER EMAIL it said to email with any questions...and then bounced back. If I were a new customer, I would have immediately looked into returning the hub. That's really disappointing when I've seen how great the device and the community are, and now know there must be people abandoning ship before even setting sail.

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Maybe @bobbyD can help

By chance did you try to use the old power adapter that came with the C5 for the C8 Pro? Or for that matter the ethernet cable? Or did you use all the new stuff that came in the C8 Pro box. I am not sure about the wifi setup, but i think you need to use the mobile app to do a setup with with wifi from the start. Sorry to hear about your struggles.

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You might want to go right to the Warranty Claim page, by the sounds of it. They can check their server logs for your hub activity, and usually determine if you have a bad hub.

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I totally get it. That is not the experience we want users to have. Your adventure to setting the hub up is very odd to say the least. Please do open a warranty case so we can further investigate what happened and why. We will certainly send you a replacement hub, since it sounds like it may have some kind of hardware issue.

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Thanks! I used everything that came with the C8 Pro, wasn't sure if the power supply would be the same (didn't check). I did use a separate ethernet cable that I knew to be functioning, but the issue was the same.

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On it now, and appreciate it! And the order confirmation emails direct from Hubitat should probably be updated to remove the bounceback email address :slightly_smiling_face:

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Absolutely, we are already checking on that.

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I will call out that when I unplugged the C8 Pro and re-plugged in my C5, everything still seems to be working as expected back to normal, which was great! I was concerned that something would have changed when the newer zwave radio started talking to my devices, but all seems to be well.

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When you get the replacement, I'd stick with an ethernet connection if at all possible.

If you go wifi, I believe the hub's radio is 2.4-only, but I'm sure someone will correct me here if I'm wrong.

At first blush, it may seem like you could enter wifi stuff as a fall-back to ethernet failure, but it doesn't work that way... If wifi creds are entered, the hub will try to use them and that can cause network-collision strangeness if ethernet is plugged in.

TL; DR - ethernet preferred if possible, and if you go that way, just leave all the wifi-related stuff blank.

Finger's-crossed the replacement's migration goes fast & smooth!

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You are correct. Dual band ssid that broadcast on 2.4 and 5g often have issues connecting the hub via Wi-Fi.

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I definitely separate my bands because this seems to often be an issue

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I think if you have modern wifi gear it really shouldn't be needed to seperate bands. Most modern gear has band steering and can do a good job of helping devices to select the correct band. Since 2017 when I got google wifi I haven't i haven't seperated my bands by SSID and have never had a issue. I have Unifi now though i run multiple SSID's it isn't to seperate bands but certain capabilities like MLO vs standard wifi.

Here is a article that discusses why it isn't a good idea anymore. Article

Just something to think about.

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You called it out in your first post, so that's why I didn't mention it. Was just confirming it for @hydro311.

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