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.

 

SmartThings Wifi

Power

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

 

Connectivity

Check the Ethernet cable. The connection between your SmartThings Wifi and your internet modem may be loose or the cable itself may be defective. If your Wi-Fi Hub is offline, or it keeps going inactive, confirm that the Ethernet cable is securely connected. If the connection is snug yet the Wi-Fi Hub remains inactive, the cable may be defective. Try using a different Ethernet cable.

 

Local Network

Make sure you have a reliable internet connection. If the modem is not receiving a signal, there may be an issue with your ISP or the modem itself.

 

Reboot

Reboot a SmartThings Wifi Hub by unplugging both the power cable and the Ethernet cable for 30 seconds. Plug the Ethernet cable back in first, and then the power cable. Wait between 5-10 minutes for the LED to turn solid green; this will indicate the SmartThings Wifi 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.

 

ADT Security Hub

Power

Make sure the ADT Security Hub is securely plugged into a power source and is not running on battery power. When power to the Panel is lost, the built-in SmartThings Hub is shut down.

 

Connectivity

Confirm that the ADT Security Hub is connected to the network using the Panel:

  1. Tap System Settings
  2. Enter the Master User Code
  3. Tap Wireless
  4. Confirm that you are connected to the proper network

If other devices on your network are experiencing problems, there may be an issue with your ISP or router.

 

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 Link for NVIDIA® SHIELD™

Power

Make sure the SmartThings Link is securely plugged into the NVIDIA SHIELD.

 

Connectivity

Check the network connection. If the SHIELD is connected via Wi-Fi, try connecting to the router using an Ethernet cable. If the SHIELD is already connected directly to the router, check the Ethernet cable. The connection may be loose or the cable itself may be defective.

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

 

Reboot

Reboot the NVIDIA SHIELD by removing the power cable for 30 seconds.

 

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 v1 (2013)

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 v1 (2013) by unplugging it from both Ethernet and power, wait a few minutes, and then plug it back in. Wait between 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.

Get In Touch