Some of my online devices appear offline in the SmartThings hub

Last Update date : Feb 29. 2024

Information Icon Please Note: The information on this page is for Australian products only. Models, sequences, error codes or settings will vary depending on location and/or where the product had been purchased. To be redirected to your local support page please click here.

Smartphone with devices in the SmartThings hub.

If connected devices appear offline, check the following:

  • Check that the devices are turned on. 

If a device has not been connected in a while, the battery may have died. Check the battery and replace it, if necessary. Then recheck the device connection again.

  • Check the distance between the hub and device, and for any obstacles that may be blocking the signal. Another device may have functioned as a repeater (Zigbee Repeater) between the malfunctioning device and hub. Removing such a device may impact the connections of other devices.
  • Move the offline device as close as possible to the hub, with no obstacles in between and recheck the connection status.
  • Restart the SmartThing hub by turning it off and on. Then recheck the connection status.
  • If the affected device still appears as offline, delete, and re-register the device.

NOTE: The SmartThings App is available on Android and iOS devices. A Wi-Fi connection and a Samsung account are required. Data fees may apply.

1. Delete the registered device from SmartThings

Step 1. Device icon highlighted on the SmartThings home screen. Step 1. Device icon highlighted on the SmartThings home screen.

Step 1. Tap "Devices" to see your devices.

Step 2. Press and hold device to delete on the SmartThings app. Step 2. Press and hold device to delete on the SmartThings app.

Step 2. Press and hold device to delete.

Step 3. Edit device options on the SmartThings app. Step 3. Edit device options on the SmartThings app.

Step 3. Tap "Edit".

Step 4. Delete device on the SmartThings app. Step 4. Delete device on the SmartThings app.

Step 4. Tap "Delete Device".

2. Re-register the device following the original device registration procedure

Step 1. More icon (+) selected on SmartThings app. Step 1. More icon (+) selected on SmartThings app.

Step 1. Tap More (+) at the top of the screen.

Step 2. Select Add device option. Step 2. Select Add device option.

Step 2. Tap "Device" to add a device.

Step 3. A list of devices with Add device displayed at the top on the SmartThings app. Step 3. A list of devices with Add device displayed at the top on the SmartThings app.

Step 3. Tap the type of device you would like to add.

For further assistance, please contact our Chat Support or technical experts on 1300 362 603. To find your Samsung product's User Manual, head to Manuals & Downloads.

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