well I believe community members don't have info on this and that is very normal. Because the stiuation is weird. So, how can I reach the support team ?
@bobbyD Is the guy to call (tagged here).
OK. Waiting 
I already wrote to support and I believe they will be able to solve this. Because the device is being detected. Just stucks on "initializing" , probably because of something remaining in the DB.
I am not able to get any response from support. Mail , web site forum, nothing...
@bobbyD could you help me ?
It has been a week since I migrated and have this issue with a single device.
It may be just a single device but I need it.
That sounds like a description of a z-wave ghost.
But I don’t think that’s how zigbee pairing works.
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Sure, I'd be glad to help. I see that you submitted a case yesterday and is in the queue to be looked at, the next business day. Although we are closed for the weekend, we usually respond to emergencies any way.
As for the sensor that isn't joining, have you tried to pair using the alternative options displayed on the add Zigbee device page? This doesn't sound like there is a problem with your hub, but nonetheless, we will check to make sure your hub is functioning properly.
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@bobbyD I am not looking for a very fast response especially on holiday period. But I'd like to correct something;
I got a new hub and I'm migrating. I had 2 issues which I tried to contact support for.
I am trying to reach support for the last 7 days.
Support email says it is an "unmonitored inbox" and advises to use support site. On the support site there is no ticket category which matches a technical issue with hub or devices.
It also advises to write to community forum (here)
So I have been trying to reach support for 7 days on 3 different channels (mail, support site, community forum)
Again, I am not saying that I am looking for a fast response, but when you say "I see you submitted a case yesterday" , it may sound like I am just looking for support for 1 day and I am too impatient.
That's not correct.
Maybe I am sounding a little frustrated to you, I am not, I just want to make sure you understand my situation. So if it sounds frustrated, please forgive me. English is not my native language.
About my issue;
On the contrary to what you wrote, I do not believe there is a problem on the zigbee contact sensor because as I wrote the device successfully pairs with my other 2 hubs (c4 and c5)
They are normally off but I turned them on just to test if the device is working fine.
Also on the new C8 the device can be detected. But it stays at "initializing"
So I think this is neither a device problem nor a hub hardware problem. It might be a problem on my configuration or device DB.
I am sure you have ways to understand where the problem is (logs , debug etc.)
Please tell me what I should provide you for analysis of the issue.
thanks
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Is the problematic sensor the one with the CR2477 battery? And is that also the one that did not work on channel 25? I have a few of the old SmartThings sensors but all mine have the CR2450 (Panasonic please) battery. I am wondering if this model has some incompatibility with the new Zigbee 3.0 that is in the Hubitat C-8 since you have reported that this sensor works on your older Hubitat hub. Just a thought . . .
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Hi,
No, the sensor with 2477 battery is a motion sensor and now it works after replacing the battery.
The sensor which does not work on channel 25 is an arrival sensor with 2032 battery. It is successful on channel 18.
The remaining problematic sensor is a contact sensor with 2450 battery.
OK, got it. The thread had grown long with many references and I wasn't sure.
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This still seems plausible to me.
Not knowing the exact model # or hardware revision of the sensor in question makes it more difficult to troubleshoot effectively.
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actually we can collect many information from the sensor. If not from C8, we can collect from the old hubs that I have...
Great, which exact model # is it?
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how do I get it ?
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Am I correct that we are talking about a contact sensor (Multi in SmartThings language)? If so, can one of the mods change the title of the thread - every time I come back I get confused (I am easily confused, I know).
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- endpointId: 01
- application:
- firmwareMT: 104E-000E-1F075310
- manufacturer: CentraLite
- model: 3321-S
- softwareBuild: 1F075310
Looks the same as mine except for the 1F07 instead of 1101. I would guess that means yours is a newer release.
Current States
-
acceleration : inactive
-
battery : 100
-
contact : open
-
temperature : 26.71
-
threeAxis : [x:-1002,y:37,z:-31]
-
acceleration : inactive
-
battery : 100
-
contact : closed
-
temperature : 26.71
-
threeAxis : [x:43,y:-8,z:-1003]
as you see the device shows correct open/close state on C5 hub
