I have the Hub Protect subscription on a C8 Pro, and I believe that I have a hardware problem. I’ve tried three (3) different Z-Wave switches, and none of them will register with the hub. However, I can’t get anyone at support to respond to my emails. A ZenDesk (or whatever) ticket was obviously created, and the initial response is to go create a ticket in the same form that I used to create the first ticket… so I probably have two tickets open.
The only response so far has been an automated ticket to determine if I’m satisfied with my support response (I said no…)
Any ideas on how to get support, that I consider paid support, to respond?
How long ago did you submit your support requests? Typically a response is received within 2-3 days. Tagging @support_team
For your specific issue, I would suggest first asking the community to help.
Are there any errors in the logs? Is your hub using legacy z-wave or ZWaveJS? Do you have any other z-wave devices currently paired to the hub? Can you post a screenshot of the entire z-wave settings page?
Have you tried shutting down the hub, removing power, swapping the two external antennas and trying again? Are you using the power supply the hub came with?
I think I submitted it on Sunday or Monday – just thought it was odd that I got a “are you satisfied response” with no human interaction.
As for the issue itself, using ZwaveJS:
The controller RECEIVES the device's RF: AddNodeToNetwork -> NodeFound fires
on every attempt.
Every controller-to-device exchange AFTER NodeFound fails. The attempt aborts
~27-30 seconds later with "Adding the node failed".
The device's own LED reports RED, which the manufacturer (Zooz/Minoston)
defines as "no acknowledgement received from the controller."
GetBackgroundRSSI reads -128 dBm on all four channels throughout.
This was reproduced with TWO different brand-new devices (a Zooz ZEN14 and a
Minoston MP31ZP), with BOTH inclusion methods (SmartStart and classic), at both
~6 ft and point-blank range, on a fully cleaned network (node count 0) after a
45-minute power-down and an antenna reseat.
We've recently experienced a higher-than-normal volume of subscription-related inquiries due to a brief issue that incorrectly affected the status of some subscriptions, and our team is currently working through the backlog.
If you submitted multiple support requests, they may have been merged into a single case. When duplicate cases are closed during the merge process, our system may automatically send a satisfaction survey, even if no team member has responded directly yet. We understand how that can be confusing and apologize for any frustration.
I'll review your case and follow up shortly to ensure it receives the attention it deserves and is addressed as quickly as possible.
I had a chance to review your cases and can confirm that the satisfaction survey was triggered because multiple submissions were merged into a single case. When the duplicate cases were closed during the merge process, the system automatically sent the survey.
We also responded a few days ago to let you know that the issue has been escalated to our engineering team for further investigation. Based on our findings so far, the problem does not appear to be related to the hub hardware itself, but rather to the software and, more specifically, the devices being included. If you did not receive our escalation update, please check your spam or junk folder, as the message may have been incorrectly filtered.
In the meantime, I am sending you a private message to gather some additional information about your setup and the devices involved. Our goal is to better understand your experience, identify any compatibility issues, and explore opportunities to improve support for your devices going forward.
Thank you for your patience while we continue our investigation.
