I have a new Hubitat C-8 which is stuck at "Initializing Hub: 15% - updating database". It has been in this state for over 3 days. This is the first time the C-8 has been powered on and I am at a complete loss as to what I can do next.
I have logged into the diagnostic tool and attempted a "Soft reset" multiple times with the same result. This is a new Hubitat so there is no backup to download and restore. I have also tried to enable safe mode but nothing has worked.
I filled out the support form almost 3 days ago to try and resolve this issue and have not received any response of any kind.
Any help anyone can provide would be greatly appreciated. At the moment, the Hubitat C-8 is nothing more than an expensive paperweight.
The replies from support often go into peoples spam/junk, make sure you dig around your email for the replies.
Here are a bunch of things you can try
Try clicking the "Download Latest" button in the diag tool, then once it is done downloading, the "Restore Previous" button should have the new firmware in it which you can update to from there.
In the newer diag tools there is a FULL reset option, see docs: Hubitat Diagnostic Tool | Hubitat Documentation . If its brand new there is no harm in trying the full reset which has potential to fix this issue.
Also, if your Soft Reset option has an advanced option it may have the Clear Logs option, that can also be tried.
Another possible fix is to use the buttons in the diag tool to downgrade to the pre packed "safe" firmware which is a 2.3.7 version I think, again depends on if you have the newer diagnostic tool.
First of all, sorry about the lousy onboarding experience.
Could you please use the diagnostics tool and download the latest production firmware from there? Download latest version button on the top should do the trick.
Once done, use Restore previous version to switch to it. It will be 2.4.1.163 or later.
That should at least get you to a point where the hub complains about something specific instead of being stuck on 15%, and gives options on how to proceed.
First of all, welcome to our forum! Could you please check your spam folder, looks like we have responded to your message yesterday morning.
Also, it appears that your inquiry came from hubitat.com. For future reference, if you ever experience any issues with your Hubitat Elevation hub, be sure to visit our support website at support.hubitat.com. Or you may bookmark the following form to submit a warranty claim: Warranty – Hubitat Support
Let me know if you have any further questions or concerns.
The Hubitat C-8 was purchased from amazon by a family member about 6-7 months ago. They decided they were happy with what they already had set up and it sat in on a shelf until now. We have been discussing some of my plans for creating a home automation system and they offered it to me as I was interested in making use of it.
The diagnostics tool version is 1.1.114
The platform version is 2.3.7.145
I have tried clicking the "Download Latest" and it seems to start off well but after a few seconds I get the error "Could not download latest update, please try again later."
I have tried a soft reset both with and without the clear logs option.
I am not able to downgrade to the pre packed "safe" version as this is the version is it currently on.
Based on this, I suspect the hub is maybe not really new.
Either someone else got their hub into this bad place and did a swicharoo with Amazon to "exchange" it for a new one (and then Amazon restocked it as new). OR the person you got it from somehow quickly got it stuck like this, gave up, forgot about it, then gave it to you.
I think the hub would have shipped with a newer platform for starters.
There was a nasty issue around 2.3.8/2.3.9 where some logging would get out of control, fill up the disk space, and cause this stuck at 15% issue. One of the attempts to get out of it was to use the safe firmware preloaded in the diag tool, which is 2.3.7.145 .
The disk being full would also explain why the latest firmware cannot be downloaded.
When you go to the "Restore Previous" button in the diag tool, what other versions are listed there? The results there would further aide my suspicions.
I would follow up with any staff emails / suggestions, IMO the only way out of this is a factory reset but I am not sure if there is a way to do that with your exact diagnostic tool version. (I already sent them via PM, the two old secret links I knew about to do factory reset before the full reset option was added). Sometimes staff has tricks which are not posted publicly.
