I sent an email on 8/6 for assistance with my c7 hub and I have not yet heard back from anyone. @support_team can you please review my request for assistance? Thank you.
Jason
Email isn’t one of their typical communication methods for customer support.
Which email address did you use?
Did you get an auto-response like this? This is what happens when emailing support@hubitat.com.
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If its a warranty or subscription issue use the links on the bottom of this page to start a claim: https://support.hubitat.com/
For anything else you need to post the issue here.
Hubitat does not typically offer private one-on-one support options with staff.
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I’ve posted a few times seeking support for my ongoing ZWave issues. I got zero response here. My c7 is out of warranty, but was hoping @bobbyD would be able to look at my hub to see if my ZWave is bad.
I’ve been running the same hub with external radios for the last year and a half without any issues. I did find 3 ghosts from Iris plugs that I’ve removed and cleaned up. But I’m still having a lot of problems.
Is the C7 z-wave firmware up to date?
Can you give links to the other threads you have posted?
Looks like you have a lot of sensors and very little for mains powered repeaters.
Depending on the settings of the sensors they might be flooding the already weak mesh.
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https://community.hubitat.com/t/issue-with-zwave-aeotec-multisensor-7-on-latest-release/140357
Yes firmware is up to date.
I found an Aeotec ZWave 7 repeater on my network that was inactive. I’ve unplugged it and plugged it back in. I also have two other repeaters that just arrived this past weekend that I have to get added to the network. But my house isn’t that big and previously I would say the majority of my devices are connected directly to my hub and don’t repeat.
Here’s another copy of the ZWave details with the info on the right of the table.
My locks are 5 feet from my hub or less as an example.
How long has hub been running since the last reboot?
Are you sending frequent commands to the locks? They seem to be very active, usually locks are mostly idle.
EDIT: power off the Spa Yard Gate and Bathroom Upstairs Multisensor.
Then do a shut down and power cycle the hub (unplug for 30 seconds).
Check back in a couple hours and see what the stats look like.
Looks like those two might be causing some trouble.
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Ok, I’ll work on that. Should I deploy the other two repeaters and then perform those functions?
As far as the locks, the garage lock not so much but the front door quite frequently. My wife is a nurse and is coming and going constantly and it’s really the only door in and out of the house. The other doors are sliders. I have the door auto locking and unlocking when my wife and I come and go from the house so we don’t have to use keys or codes anymore.
Hub has been shut down / rebooted probably in the last few weeks as I’ve been trying to troubleshoot and resolve this issue.
Sure, it could only help.
Ok if its been up for "weeks" then some of the stats are not as bad looking, but the RTT values are horrible, which is what is presenting as the issue to you. I assume slow or unresponsive devices.
Yes that’s correct. The bathroom MultiSensor you mentioned is problematic and WAF has been bad since she uses that to shower and the lights keep going off I. Her mid shower as that detectable motion whenever anyone is in the shower.
Yes agree on the RTT, which is what made me wonder if my hub was going bad. I’ve never seen so much red on this chart in the past before.
@bobbyD I noticed today my humidity isn’t updating / refreshing like it used too on my MultiSensor 7 devices. I isolate my ZWave to its own hub and used diagnostic tools to roll back to 2.3.8.140. But now I realized that 2.3.8.140 was pulled due to other issues. The only options I had for roll back are 158, 154, and 140. Anyway I can get on 141 from 140?
My MultiSensor are also spamming my hub repeatedly for the same query.
Using the stock MultiSensor 7 driver.
@moderators please consider moving these posts to this thread:
OP is troubleshooting the issue in that thread now.
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done
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One rogue device can be clogging the radio, causing everything else to slow down. That was my strategy of taking those two devices offline, to see if one of them is the issue.
I know this was an old merged post but if you still want to go back to 2.3.8 you can use this endpoint to download the last release and then it will be available for install in the diagnostic tool. I think 2.3.8.140 was the latest? I don't think it was pulled??? There was no 2.3.8.141 or higher
HUB.IP/hub/advanced/downloadPlatform/238
If this is still happening you need to pull the batteries on those devices for now. They are probably contributing to the mess.
I would have an override for shower time. Usually people are hidden from view of a motion sensor when in the shower. If the bath fan is on a smart switch you can use that as a trigger to pause the automatic turn off for X minutes (that's how I do it for 30 minutes to be safe). You could also use a trigger from a smart switch if the lights switch supports multi-tap events.
Just for clarification, all my Aeotec MultiSensor 7 are on POE mains power. I don’t use batteries because I want the fast reporting. I’ve considered rolling back their firmware which I may still do.
Well if they are spamming, you need to fix it or turn them off, batteries or otherwise.
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