Looking for help diagnosing a hub that's freezing up, and also proper way to recover it.
The light on the hub is green, but automations are no longer working, I can't connect to it, and it does not show as connected to my router. For those reasons I believe it's simply frozen completely.
In the past, the only thing I could figure out was to hard power cycle it. Any other options?
How can I figure it why this is happening? I'm hoping this isn't normal?
This isn't normal. Generally hub freezing happens because of a network issue, but in that case, the rules will continue to run. If rules aren't running, I would look at network enabled jumbo frames and power supply. In rare cases, if the problem persists, then the hub may be the problem. If you are able to rule out the network connectivity and power supply, and the problem persists, then I suggest creating a warranty case by visiting the following page:
Thanks! Any suggestions on what to look at for network or power supply?
As far as network goes, it's happened in two separate routers now. It initially happened on an older Eero router. Since then I've added two new Eero 6's and it's connected now to a new one. It is on WiFi rather than Ethernet but I'm under the impression that's Okay. And my rules definitely didn't run this morning when I woke up to no connectivity on the hub.
For the power supply I'm of course using the supplied one, and there never has been any strain or kinks in the cable, and it's not in a location that gets moved around.
What hub model are you using?
Even if there's no reasons to suspect a problem with power, it's good just to rule that issue out 100% by trying a different power supply.
The fact that your cables haven't been kinked isn't a guarantee that you can't have problems with them.
To rule out a Wi-Fi related issue, you can temporarily move the hub back to ethernet. If your problems disappear and that will help with targeting the cause of your issues. Make sure you don't run Wi-Fi and Ethernet at the same time.
Are you sure the hub is dead and not just unreachable? Asking because mine is freezing but only in that all IP (over wifi) in and out is dead. After reboot I see in the logs that zigbee stuff, eg, was still alive but just locked into a hub I couldn't reach. I posted this with no response yet as Wifi disconnects and won't reconnect
Just a note: I recently had my old c5 hub hang up. This one has both radios disabled. I was not able to access it via Ethernet but I was able to access the :8081 port. I rebooted and the next night I had the same thing. This time I rebooted with the rebuild database option and after a few days I think is has solved my issue.
Sorry, yes I forgot to mention that I'm using model C8. I suppose I can see if I have any other phone chargers or cables with the same specs as the Hubitat one, and also try to run Ethernet.
Are there no master log files that I could look at? I'm only aware of the app specific ones.
You know, maybe you're right. The only thing I know for sure that didn't run is my Hue lights, which I'm connected to via Hue hub integration, which I believe is Wi-Fi. I don't have any zigbee direct devices that would be updating constantly enough for me to know if they stopped talking or not.
Edit: no I'm back to pretty sure the hub just froze. I checked the log files of my app that controls my Hue lights, and there is absolutely nothing at all in there. Last log activity is lights off at 2am which is part of my RL rule, and then nothing until I power cycled the hub at 10:30am. There should've been 2 different time period changes in between there and lots of transition activity.
I am having a very similar issue. I sent you a private message a couple days ago with my hub info. My hub will freeze up in the IP interface and not connect to the app, however my automations will still run.
I called my ISP and they walked me through to and my modem does not have a way to turn off jumbo frames but it is preset to 1500 which is standard for incoming Internet. The hub is wired up through Ethernet by the way.
The only thing on my home setup that is connected via Ethernet is my cell phone tower through ATT which is wired by a separate wire to my router. Then I have one Ethernet wire going to a switch that has the Hubitat and an Aqara hub on it. That is the only devices wired to Ethernet. Everything else is wifi. Based off this I would not think jumbo frames would be the issue. I thought a bad Ethernet wire but when the Hubitat is locked up the Aqara hub will still function fine through it's app.
If you can help I would greatly appreciate it. I love Hubitat and it's capabilities but with my disabled dad in the home and the automations really to help him I need this thing to not be worrying me that it is going to fail.
As always I appreciate everything you guys and the community do.
I see that our platform engineer was researching your case, yesterday. There was nothing obvious in your engineering log to explain the issue you are having. Maybe he'll find something that I may have missed. We will follow up on your message if we discover something that we can improve on our side.
I've confirmed it's not reachable by the diagnostic tool or 8081 port either. I also confirmed that no logs are showing anything during the period of being in an unreachable state. So I really do think it's actually freezing entirely.
It also happened on back to back nights. Is there no direct Hubitat support? I only saw an option to put it a warranty claim, which I have no idea if this is a warranty issue or not. Aren't there log files or something that hubitat support could pull to help see if there's a software related issue?
You can always create a warranty case and we will let you know if the problem is related to a software issue that can be corrected with an update, or if it's a hardware issue and the hub will need to be replaced.
Network connectivity issues are rarely a hardware malfunction or a software bug for that matter. The engineering logs are not very helpful in this situation because it just confirms that the hub was disconnected from the network, but not why.
Thanks for confirming. I'll put in a request if I can't figure out anything else through this topic.
I guess I'm not clear why you think it may be a network issue. I get that I can't access it via network, but as far as I can tell it's not simply a network issue, seeing as I don't appear to be getting zigbee controls, and my apps and devices show no log activity during the downtime. Regardless of a network problem, shouldn't the hub still be running on its own? Wouldn't I still see log files for my running apps once I get reconnected?
Or do you simply mean a network issue is causing the hub to brick, in which case... Shouldn't that also not happen?
Jumbo frames, for example would cause the hub to stop working, also if the hub is powered via Ethernet, that may exhibit the same symptoms. A network connectivity problem wouldn't cause the hub to stop working, that's true. If that is your case, then likely you are in the rare occasions category and may be dealing with a hardware malfunction.
Thanks again for your help. I'm not much of a networking expert. Never heard of jumbo frames, but I researched them regarding my Eero 6, Netgear cm600, and through xfinity, and it doesn't appear the service or devices super adjusting mtu or implementing jump frames. Then as far as poe I'm only connected via wireless so that shouldn't cause it either.
Maybe I am missing something in this conversation. If so I apologize. I am not POE. I don't have a network to push out jumbo frames. I don't run extensive home networks like a lot of people. The hub is only 3 weeks old. This has happened twice.
If I understood your comment correctly and I may not have I am basically just to run a hub that is freezing up and hope for the best even after paying for the subscription to Hub Connect because the engineer didn't see anything in the logs. Also, I have not heard anything back from him either.
I understand that there are network items that can cause this. All signs point to I don't have those issues. Besides another hub sitting beside it from another manufacturer on the same ethernet runs fine all the time.
I have saw on other threads and even this one about Hubitat checking to see if there is something that can be fixed with an update. Is this an option for me?
Again if I took your comment wrong I apologize but it seems like it is just leaving a hopeful user hanging.
No, if we can't find something that can be corrected in the next release, then we will likely send you a replacement to see if that resolves the problem. Since we haven't seen similar incidents (not related to network equipment) which could help us discover a trend, it is possible that something is wrong with your hub. If you didn't do so already, please create a warranty case by visiting the following page. That way, when the investigation concludes we can immediately ship a replacement.
Thank you. I was assuming I was missing the context of the message. Unfortunately that is the downfall of written messages sometimes. I have done a reboot, shutdown, and start up procedure that was recommended by some members on here. It is working at the time. I will wait and see if it does it again and if so I will submit the warranty claim. I don't want to clog up the warranty channels if that happened to take care of the issue. Again, I really appreciate your help.
I checked your hub's engineering log and this doesn't look to be a "frozen" event. It appears that the hub was connected to the network and running at the time the last reboot started. I think that the device you are trying to access the hub from is not on the same network as the hub, thus it cannot access it. Please let me know the next time it happens, we can confirm if the hub is connected to the cloud or not.
Thank you for getting back with me. When this was happening I was trying to access the hub from my phone app and my Chromebook while sitting in the same room as the hub.
On the Chromebook when accessing the IP interface it would go into the interface but moving from item to item such as devices or apps was extremely slow in the form of several minutes between each. Also, when trying to load the dashboard the dashboard would not load correctly. The three dots were missing and replaced with words and it was just not correct. I will try to attach a picture of that.
I only have one internet gateway in the house with only one wifi connection. The Chromebook was joined via wifi to the same gateway as the hub is connected via ethernet.
When trying to access the hub on my phone via the app it would not access at all. If you went to connect to hub it took you to the remote subscription registration page and if you done find hub then join it would pull up the IP address at the top but just set there. The phone was connected via wifi to the same gateway as well. I know the phone had to be using the same wifi because I get zero cell service at my home so there was no way it was bouncing over to cell service.
I rebooted the hub from the diagnostic tool section in the app which I could access on my phone. It made zero sense that I could do that when it is the same IP but a different port. Then after the reboot I let it set 15 minutes with no activity. Then through the diagnostic tool I done a shutdown on the hub. Let it set a few minutes shutdown and restarted it. Then let it set 15 minutes with no activity.
To this point it is working ok but it has only been a couple of days. It took way longer the 1st time to show up and then 3 days the second time.
If it happens again I will let you know. If what I explained leads you or the engineers down a path please let me know. Thank you.
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