SmartThings Support

Why does the app say my Hub is inactive?

If your Hub is inactive, try the following troubleshooting tips based on which Hub you own:

 

SmartThings Hub (2018)

Power

Make sure the Hub is securely plugged into a power source.

 

Connectivity

Check your internet connection. If the Hub is connected via Wi-Fi, try using an Ethernet cable to connect the Hub directly to the router. The connection may be weak or there may be an issue with your router/ISP.

If the Hub is hard-wired, check the Ethernet cable. If the hard-wired connection is good yet the Hub remains inactive, the cable may be defective. Try using a different Ethernet cable.

Also make sure to try connecting the Hub directly to a port on your internet router, and not on a repeater or switch.

 

Local Network

Make sure you have a reliable internet connection. If other connected devices are experiencing problems, there may be an issue with your ISP. Try connecting to a different Wi-Fi network using the steps here.

 

Reboot

Reboot a SmartThings Hub (2018) by quickly pressing and releasing the red recessed 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.

 

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.

 

SmartThings Hub v2 (2015)

Power

Make sure the Hub is securely plugged into 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 SmartThings Hub v2 (2015) 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.

 

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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