Zigbee network is not online

[gnobes]

I haven’t used my hub in a long time. I recently purchased a new house and I would like to give it a shot again.

Previously I was using it for a DIY smart garage door opener. However it eventually stopped working and I gave up on it.

I’m trying to factory reset it and noticed a few things.

When I try to soft reset it says “Unknown Error”

When I try using ?fullui and performing a full reset it powers down, the LED goes red, and upon powering back up it has not been reset.

I want to perform a full reset.

The other thing I noticed is there is a notification that states: Zigbee network is not online. It’s unable to find factory reset zigbee devices.

Help!

Platform Version:

hub-2.3.3.135

Hardware Version:

Rev C-5

[rlithgow1]

@Hubitat_Staff

[bobbyD]

@gnobes

factory reset it and noticed a few things.

Please follow instructions in this post. It sounds like you will keep the hub, so I would skip step 6:

How to factory reset the hub for the purposes of resale?

You certainly do not need to open a ticket to reset your own hub. Following are the steps that should be performed: Connect to hub and click Settings on the left menu, then select Z-Wave Details. On the Z-Wave Details page, reset the radio by typing "reset" in the Reset Z-Wave Radio field. Go back to Settings and select Zigbee Details. Reset the radio by typing "reset" in the Reset Zigbee Radio field. Go to Diagnostic Tool and select "Soft Reset" (make sure you mark the checkbox to "Also cle…

[gnobes]

These are the steps I have already done to try and resolve the issue. The soft reset is where I get the unknown error.

[bobbyD]

@gnobes

reset is where I get the unknown error.

Mind sharing what version of the Diagnostic Tool you have?

[gnobes]

1.0.92

[aaiyar]

@gnobes

1.0.92

You should update that to 1.0.97. To do so, go to this URL:

http://your.hubs.ip.here/hub/cloud/updateDiagnosticTool

substituting your.hubs.ip.here with the IP address of your hub.

[gnobes]

That resolved the error. The hub rebooted and appears to have been reset.

Unfortunately , the zigbee error remains.

[rlithgow1]

Now shut down, power off the hub (at the wall not the hub) for 5 mins and power back up. Does it come back online? Also do you have a hub protect subscription?

[gnobes]

I powered it down over lunch and left it unplugged. I’m just now powering it back up.

Well… it doesn’t have the error so that’s a good sign!

Going to try and bind a device.

I went to the device page and clicked add. Zigbee. Start pairing. The message came back Immediately. Am I doing something wrong?

I do not have a hub protect subscription

[rlithgow1]

For giggles on the zigbee details, reset the radio then power cycle again

[gnobes]

I reset it, disabled it. Rebooted.

Re-enabled it. Then for the heck of it I tried to start z-wave inclusion. Then canceled it. Then went to devices where I was going to attempt to start pairing my zigbee device and it popped up.

It could just be a coincidence or amount of time or something.

[rlithgow1]

Hmm I think it may need replaced considering the hub is empty. @bobbyd should be able to help.

[bobbyD]

@gnobes

not have a hub protect subscription

It's unfortunate that you don't have extended warranty (Hub Protect) as it looks like you may be dealing with a hardware malfunction. Please send me a private message along with your Hub ID, and will see what I can do to help.