SmartThings Support

Why does the app say my Hub is inactive?

If your Hub is inactive, try the following troubleshooting tips: 

 

Power

Make sure the Hub is securely plugged in to a power source.

 

Connectivity

Check the Ethernet cable. The connection may be loose or the cable itself may be defective. If your Hub is offline, or it keeps going inactive, confirm that the Ethernet cable is securely connected. If the connection is snug yet the Hub remains inactive, the cable may be defective. Try using a different Ethernet cable.

Also make sure your Hub is directly connected to a port on your internet router, not on a repeater.

 

Local Network

Make sure you have a reliable internet connection. If other locally connected devices are experiencing problems, there may be an issue with your ISP.

 

Reboot

Reboot a Samsung SmartThings Hub (Hub v2) by pressing the recessed red button on the back of the Hub once. Wait 5-10 minutes for the LED to turn solid green; this will indicate the Hub is back online.

If you have Hub v1, reboot the Hub by unplugging it from both Ethernet and power, wait a few minutes, and then plug it back in.

 

Platform Outage

A Hub going offline may be caused by a widespread platform issue. Visit our platform status page to see whether everything is operational. Here, you’ll find live information about ongoing and past incidents, and you can subscribe to status updates.

 

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