I have a C-8 running 2.3.9.166. About every 3 weeks the z-wave radio locks up. None of my Z-wave devices work, and every time, the nightly subscription backup fails with a Z-Wave unresponsive message in the alert.
To me, it look like the Z-Wave chip is locking up since it needs a cold-boot to work again, where it works flawlessly for 3 more weeks.
I travel quite a bit so this is a problem. I can't reset it when I am away.
I've tried opening a ticket since I have a subscription and I just bought the device last winter. No one has ever replied to me. I've also emailed support@hubitat.com twice. Never a reply, except for an auto reply that my ticket has been accepted.
How do I get support to get a replacement. I thought my subscription was supposed to extend my warranty past 3 months (although this device probably always did this).
A replacement is not likely to solve the issue, the radio going offline from the cloud backups has been an ongoing issue and they have been working to resolve it. It only happens to a small number of users at this point.
@bobbyD can confirm if they have looked at your case.
The acknowledgement that your case has been accepted and escalated to our engineers for further investigation is the current resolution to this particular issue. We are aware that some users experience cloud backup failure resulting in unresponsive devices. While the next update doesn't resolve the backup failure, it will however address the unresponsive mesh network requiring a power cycle.
As for the occasional backup failure, we do not have a solution at this moment, but our engineers are working with Silicon Labs to remedy the problem. Unfortunately, as @jtp10181 mentioned above, this is not a hardware related failure but rather a software issue and replacing the hub will not resolve the problem.
Thanks for the fast response. It sounds like if I stop the nightly cloud backup, the Z-Wave radio will stay responsive? I'm leaving for 5 weeks soon and I would like to maximize the chance of my hubitat z-wave not locking up while I'm away. I won't be making changes to my hub's configuration while I'm away so I'm not worried about not having nightly backups.
I'm happy to keep paying for the backups since it is supposed to extend my warranty, I just need to keep the hubitat hardware from locking up.
Go to your hub and from Settings, select Backup and Restore. Under the Scheduled backups section, select "Cloud backup frequency:". Last option on the drop down should be "disabled".
