Devices connected to my SmartThings hub appear offline

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 connected to the SmartThings app.

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.

The settings of your Wi-Fi access point (AP) may have changed:

  • Disconnect the power from your devices, then reconnect and check status on your SmartThings hub. 

  • If your Wi-Fi AP is configured to support 5Ghz frequency band only, try changing the Wi-Fi AP settings to include support for 2.4Ghz frequency band.

  • The Wi-Fi AP name may be hidden. 

  • Move the SmartThings Home Hub closer to your Wi-Fi AP.

  • Update the Wi-Fi settings on the SmartThings Home Hub.

    - Run SmartThings App > Select SmartThings Home Hub.

    - Tap More button (+) in top right corner > Settings > Wi-Fi > Update Wi-Fi settings.

Step 1. Screen to select the SmartThings Home Hub option. Step 1. Screen to select the SmartThings Home Hub option.

Step 1. Tap "SmartThings Home Hub".

Step 2. Select ¨Settings¨ option. Step 2. Select ¨Settings¨ option.

Step 2. Tap More (+) and then tap "Settings".

Step 3. Select ¨Wi-Fi¨ option. Step 3. Select ¨Wi-Fi¨ option.

Step 3. Tap “Wi-Fi”.

Step 4. Update Wi-Fi information. Step 4. Update Wi-Fi information.

Step 4. Tap "Update Wi-Fi information".

Step 5. Wi-Fi information for SmartThings Home Hub has been updated, select ¨Done.¨ Step 5. Wi-Fi information for SmartThings Home Hub has been updated, select ¨Done.¨

Step 5. Tap "Done" when the information has been updated.

If after following these steps, you are still experiencing connection problems with your devices: 

  • Reset your SmartThings Home Hub.
  • Delete and Re-register the Home Hub device from the SmartThings App.
  • Reconnect.

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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