Unable to connect any devices to hub

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1

Hello,

I just purchased the Elevation C-7 hub and I’m having problems adding any sensors, they all just time out.

I first tried Sengled Zigbee outlet E1C-NB7 who’s driver was listed but I was unsuccessful.

I then tried an Innr Zigbee outlet, model SP 224 which is not available to select so I choose a generic one which has worked for some people online, but agin this timed out.

Lastly, I tried a Aeotec Zigbee water sensor IM6001-WLP. The only driver available to choose says Z-Wave although the device is Zigbee. I even tried a generic Zigbee water sensor and again didn’t work.

My 2.4 network channel is set to 1 and the hub Zigbee channel is set to 20 which I can’t seem to change. I select a channel, reboot and the channel reverts to the original number, or back to 11. Right now it’s at 20.

Are there any suggestions which a I can try?

Thanks,

2

Your experience is uncommon, but I suspect there is a hardware issue with your hub. I would recommend filing a warranty return claim using the link below. In the meanwhile, I am also tagging @support_team.

1 Like
3

Thanks for the quick response.

I just purchased it from Amazon, I will send it back to them since it’s still within the return window.

Is this okay?

4

I forgot to add that I’m trying to transition away from ST.

Would having the ST hub plugged in with sensors interfere with my pairing of devices in the Hubitat hub?

Thanks

1 Like
5

Very possibly. Can you repeat the pairing with the ST hub unpowered?

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6

Okay, I tried all three and it still didn’t work.

7

Do the warranty return.

Just one thing - had you factory reset all the devices you tried to pair, and are the batteries new?

8

Yes, all were reset. Two were plugs and the others battery was new.

1 Like
9

If you do the warranty return through support.hubitat.com , amazon fulfills the replacement. That said after you hooked it up did you do the platform update and then the z-wave firmware update?

10

Okay, I will.

No, I didn’t. Can you instruct me how to do this.

Thanks

11

go to yourhubip

click settings

click check for updates

Update

after it comes back up click settings

click z-wave details

At the top click update z-wave firmware

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Make sure you confirm your devices are factory reset. If necessary run exclusion first and make sure your old hub is off

Then Read This

1 Like
12

TY. I will do this first when I receive the new hub.

13

Read the additional above

14

All of the sensors I tried today were new and not paired with the ST hub.

15

That doesn't mean anything. I've had lots of sensors require a factory reset because they weren't reset after testing at the factory... Moreso on z-wave than zigbee to be fair.. You may even want to run an exclusion prior to inclusion if it's being difficult.

16

Okay, good information.

I guess resetting is different than excluding?

I thought exclusion is only for if the sensor was previously paired with a hub. If a new, out-of-box- sensor needs exclusion from a hub because it was returned, wouldn’t I need to have the original hub to fully exclude it?

Thanks

17

See my link above...

18

All the devices you've listed are zigbee. There is no exclusion for zigbee devices. Simply resetting a zigbee device is sufficient to put it into pairing mode where it can be paired with a new zigbee coordinator (hub).

1 Like
19

You do not need original hub to exclude a Z-wave device. I always run an Exclude before Including a brand-new device and I would guess 50% of the time, the HE finds something to exclude. Knock on wood, I have never had a ghost.

3 Likes
20

Okay, that makes sense.

Do Zigbee devices need to be excluded, too?