Recently I migrated from C-5 to C-7.
My C-5 setup was rock solid but i decided to upgrade to C-7.
Migration was not simple as it should/must be.
First time it failed but second time everything worked as expected.
I had to rejoin manually all Zigbee devices but the rest was done automatically.
Almost immediately after migration to C-7 I noticed many problems with the
Z-Wave Network. Z-Wave Network became very unstable and finally basically
died couple days ago. No matter what I was trying (multiple time Z-Wave Repair,
hub rebooting, etc.) did not fix the problem. Finally today night hub performed
Soft Reset (or Factory Reset on its own. I was able to restore everything from
Cloud Backup (I did buy Hub Protection). Surprisingly Zigbee Network was not
affected and recovered but Z-Wave network is still extremely unstable.
When I do Z-Wave Repair it fails virtually every node except for 3-4 nodes.
When i do individual Z-Wave repair per device sometime it complete successfully
but usually fails. Surprisingly Routing Table is almost always different for the
Now my question is:
How do I initiate hub replacement for the failing hub under Hub Protection service?
I did email to firstname.lastname@example.org and email@example.com
I did get an automated response with case # 22210 but that was it.
This is sort of emergency condition and MUST be addressed ASAP.
Unfortunately this is not a case and I am very disappointed.
Because i did not get any response to my emails I had to order an
replacement hub for full price (order # 25808) as emergency step.
I am happy, my order will be delivered today.
This maid even more disappointed.
So, how to ACTUALLY use paid Hub Protection service?
I still hope to get an ether a replacement hub or reimbursement for the
one i bought as emergency recovery step.
Now technical questions:
Since the Z-Wave Repair (the required step for hub migration service)
failed virtually on every node how good/reliable will be to restore new
hub from Cloud Backup?
If "migration" (or Cloud Restore) is not a good option for my case
what is the best way to restore my setup?
I am trying to avoid to redo everything manually step-by-step.
How do I remove fes ghost Z-Wave devices?
I tried every step(s) I found on a forum but nothing actually worked.
Finally, what is the best way to get a fast and reliable support in
kind of emergency cases?
Emaillin to firstname.lastname@example.org (and/or email@example.com) takes forever.
Sometime this is not a problem (but still better/should be improved).
I had to wait a week+ in a past for the response to my question.
But you guys should introduce a quick response for the at least hub
replacement service for the paid Hub Protection option.
As of now I absolutely unsatisfied this the service. So far I did not get any
response at all.
I am very happy with hub itself (of course when it works) but I am not
happy with the very slow responses when immediate action is required.
Thank you very much,
I am EE with 40+ years of experience (FPGAs, Embedded Processors. etc.)
and have about 30+ years of experience in Home Automation area.
Thank you for reaching out. As you know, we generally respond within 24 hours on new inquiries. Please check your email as we responded to your latest ticket, earlier today. As mentioned in our response, we don't believe that you are dealing with a radio malfunction at this point, and replacing the hub will not resolve the your current Z-wave problem, as long as you are planning to migrate the same devices from your old C5 hub.
Based on our research, your problems are caused by a mix of issues that can only be addressed locally:
It appears that you are using some devices that are known to cause issues with C7 model. Check this thread for more details.
It also appears that you have migrated some stranded devices from previous hub >> if these remain in your network, you may need to reset the radio on the C7.
The power/energy reporting on one or more devices is contributing to overloading your hub, that is already under stress from item #1 and #2 >> adjusting the reporting frequency may improve your experience.
Performing repair while devices are unresponsive, at the edge of your network, or simply not available can and will make your network go unresponsive >> I suggest to refrain from running any repairs while you are dealing with the other issues.
You can always PM or email if you have further questions or need any further assistance.
What is wrong with this?
I did by Hub Protection for the C-7.
I sent email to the firstname.lastname@example.org few days ago but only today
I got a response from this thread after I started it.
Since I did not get any response and my Z-Wave Network became
very unstable I rushed with ordering the replacement C-7 (it just delivered).
So, I don't see any problem with asking for reimbursement for the
failing C-7 under Hub Protection service.
In my case everything was pointing to the Hub itself because I did not
have any problem with the C-5 Hub. All bad things started to popup
right after I migrated to the C-7.
I was thinking, C-7 should be a step forward but what I learned today
this seems to be step back instead.
With all this problems on the Z-Wave Network introduced by C-7 I am
seriously thinking about reincarnating my C-5
Being an experienced EE with 40+ years of experience and designing
many project with FPGAs and Embedded Processors I am surprised
to hear Z-Wave chip on C-7 may be locked down (seems to be a case)
just by processing packets. To my EE eyes this looks like a very serious
bug in this 700 series Z-Wave chip(s). Suddenly too many problems
popped up with otherwise very healthy devices.
Taking all this in account I am seriously thinking about reincarnating
C-5 and forget about all this C-7 introduced problems.
Now I don't know what to do with the new C-7.
It looks like my current C-7 is still OK but 700 Zwave chip is actually very sick.
(Maybe the entire silicon production line was contaminated with COVID-19.
i.e. Clean Room was not clean enough).
Thank you all very much for the responses, tips and suggestions.
700 Series hubs are very different than 500 series.. The first thing that the SDK will attempt to do is gather more information on all the nodes, and if there are a bunch of missing and/or ghost nodes, this can be problematic initially.. But can be recovered
We are showing that case 22210 mentioned earlier was created yesterday at 2PM. Did you happen to submit another ticket from a different email account. Prior to last ticket created yesterday, your last update was on ticket 21872, on May 24th. Would you mind confirming the time when you received the automated response that case 22210 was created?
Yes, I created this ticket (22210) only yesterday.
Before I sent few emails directly to you (email@example.com).
My apology, I should not do this but I was in rush attempting
to fix my suddenly failed hub.
I am sorry, next time I will follow normal path.