Ugh, I'm sorry to hear it's a hardware issue, but you've certainly done a thorough job of troubleshooting.
The replacement will hopefully work great, and at least you're now a pro at getting z-wave devices added! 
1 Like
In the spirit of fully capturing the story from beginning to end, here's my first response from the Hubitat team following my warranty claim:
*> Support Agent (Hubitat Support) *
*> May 9, 2025, 10:31 AM EDT *
> Hello,
*> *
> Thank you for reaching out to us. We checked your hub's engineering log, and it doesn't appear that the issue is related to the hardware, but rather a software issue, so replacing the hub at this time might not resolve the problem. The issue you reported has been referred to our engineering team and we will reach out to you if additional details about this incident are needed.
*> *
> Thank you,
*> *
> Customer Support Services
> Hubitat Inc.
1 Like
Are you running your home off the new hub still or did you switch back to the C7?
If you are using the C8, take and save a local backup first.
Also, I assume you still have no zwave devices paired to it?
Do soft reset on the C8 and then a zwave radio reset. Then boot clean with no backup restores. Then try pairing one of the known working zwave devices. That would eliminate any software issues.
You can restore you hub database backup after the test if needed.
I am still running the C8 pro. Gave all this a try as suggested:
- Did local backup
- Did soft reset
- Did wave radio reset
- Clean boot
Still neither ZWave device will pair with the C8 Pro hub (and both pair easily with the old C7 Hub).
how close is the zen17 to the hub.. not sure if it applies but i could not get my zen16 to connect till i put it near the hub then put it in its final location.. if in garage that may be too far on the edge of your mesh.
During my pairing attempts, the distance between the hub and the Zen 17 has been four to five feet.
It's been a week since my warranty claim. Other than to say my case was being "transferred to engineering," I have received no response.
I am all for letting them sort it out so they can get it back if they want, etc... but at this point if you bought it on Amazon I would just do a return (telling them its defective) and buy another one.
If you bought it direct or somewhere else not easy to return to, I guess your only option is to wait it out. I have alerted a staff member to make sure they saw this.
2 Likes
Keeping the community updated on this issue...
I was sent a warranty replacement C8 Pro hub. I placed the new hub in servicing using a cloud backup / migration. Everything went smoothly and all devices, integrations, etc. migrated successfully. I'll point out I had no z-wave devices paired during the migration.
Then I enabled z-wave on the hub and was able to successfully pair the Zen17 using the manual pairing method. Some time later (within 2 or 3 hours, not sure of the exact time because I had other things to do) z-wave crashed on the hub. I tried all of the following to restart the z-wave radio:
- Disabled and re-enabled z-wave in the hub settings
- Normal reboot of the hub
- Shutdown and power cycled hub for >1 minute
- Started up hub in safe mode
- Reset z-wave radio using advanced diagnostics
In all cases the z-wave radio crashes within about 2 minutes of hub startup.
Have reached out to Hubitat team for advice / help.
I think it goes without saying that in my limited experience there is something seriously amiss with the z-wave radio on the C8 Pro. If I can't get this sorted soon, I will need to stop wasting my time and migrate backwards to my old C7.
That is not true, most users don't experience this. There have been a very few reports of this, I am not sure of the cause. But to have two hubs act identically seems odd.
Maybe try to soft reset the hub and the radios, then do a full power down. After the hub boots, don't restore a backup. In other words, leave everything blank. Will the Z-wave crash then? What about if you then add only the Zen17? What about a different device, does that crash the hub?
1 Like
Looks like the issue started after restoring the cloud backup. Since you first updated to JS, then loaded the cloud backup, which restores the radio to the older software version, it's possible that there is an issue with that process. When you get a chance, can you try updating to JS, then send me a private message, or reply to your warranty case when the Z-Wave JS is running?
2 Likes
