PM sent but no response from support

[raidflex]

Hi all,

I have had performance issues with my C8 for a while now and haven't been able to track down the issue. So I had PM'd two HE support staff members to take a look at the engineering logs on my C8 hub but I never received a response. The first message was sent 25 days ago and the second almost 10. I know things can get busy, but that was a long time to not receive any response. Anyone else experience this?

[rlithgow1]

@bobbyd should see this soon

[bobbyD]

@raidflex

but that was a long time to not receive any response. Anyone else experience this?

This could be a rather common situation, especially when messages come in over the weekend. Since the community platform doesn’t provide an easy way to set follow-up reminders for incoming messages, by the time Monday arrives, there may be 20-30 messages, and some could be overlooked. If the issue is urgent, the best way to ensure a quick resolution is to create a warranty case (or a subscription case if your hub is covered by Hub Protect). Otherwise, posting a public message to describe your hub's performance issue might be the most effective way to get help from others.

[raidflex]

@bobbyD

This could be a rather common situation, especially when messages come in over the weekend. Since the community platform doesn’t provide an easy way to set follow-up reminders for incoming messages, by the time Monday arrives, there may be 20-30 messages, and some could be overlooked. If the issue is urgent, the best way to ensure a quick resolution is to create a warranty case (or a subscription case if your hub is covered by Hub Protect). Otherwise, posting a public message to describe your hub's performance issue might be the most effective way to get help from others.

Thanks Bobby, yeah I was going to create a support ticket but I figured I would wait for a response from the PM just in case it was not needed.

Basically the hub will come to crawl every 4-5 days unless rebooted. But there has not been anything in the logs or Device/App stats that I have been able to trace to a particular app/device causing the issue. So I was hoping @bcopeland or someone could take a look at the engineering logs incase I am missing something.

I can create a support ticket if needed, I do have Hub Protect on the C8.

[rlithgow1]

What platform are you on? Install @thebearmay 's Hubitat information driver and monitor the memory to see if it's leaking. Have you done a database rebuild? What does your z-wave details page look like (post it in it's entirety using windows snip)

[raidflex]

@rlithgow1

What platform are you on? Install @thebearmay 's Hubitat information driver and monitor the memory to see if it's leaking. Have you done a database rebuild? What does your z-wave details page look like (post it in it's entirety using windows snip)

It may be a memory leak, you can see the hub rebooting itself this time only 4 days after it was started up after the last update.

I don't have many Z-wave devices, most of my devices are Zigbee and Lutron Caseta.

The free memory at the time of the hub claiming critically low memory was around 280MB, which didn't seem low to me. It seems to hoover around 300MB free most of the time.

[raidflex]

I have put in a support case, hopefully the cause can be found.

Edit: Support is replacing the hub due to a potential hardware issue.