SmartThings device does not respond or the status is disconnected or incorrect

Verify the hub is receiving power, and check the LED indicator. If the LED is flashing or solid magenta, the hub is updating and will show as Disconnected in the app. Do not unplug or reboot the hub during this time.

• If the device is connected to a power outlet, disconnect it for two minutes, and then reconnect it. It may be necessary to connect the device to a different outlet.
• If the device is battery-powered, verify the battery is inserted correctly. Remove the battery for 30 seconds, and then reinsert it to see if the device reports correctly. It may be necessary to replace the batteries.
• Some devices have an LED indicator. Verify the LED is not orange or red, which indicates there's an issue with the device.

Some devices are required to be set up on their native apps before connecting with SmartThings. For example, an Amazon Echo needs to be set up in the Alexa app first. Refer to the device's user manual for the exact instructions.

The device may be out of range. Try moving it closer to the hub, or extend the wireless range of your network using repeaters.

Wi-Fi routers can sometimes cause interference with devices. Make sure the hub isn't stacked on top of a Wi-Fi router or placed near other wireless electronics, such as a cordless phone. Move the hub as far from the router as the Ethernet cable will allow.

Note: When troubleshooting Zigbee devices, use the router settings to change the Wi-Fi channel to 1, 6, or 11 (exact steps vary by the router). The SmartThings Hub generally uses somewhere around channels 14-25. For example, if your Zigbee channel is 14, then Wi-Fi channels 1 and 6 overlap.

Wi-Fi devices, such as TVs, may be required to be connected to the same network as the hub. It may also be necessary to connect the device to the router via Ethernet. 

Steps may vary depending on the SmartThings app and device type. Visit SmartThings support to learn how to delete and add a device again on the app. If there's an issue adding the device again, reset the device.

If all devices connected to the hub are not responding or are displaying incorrect statuses, remove all locations, automations, and devices (including the hub) that are causing issues.

From the phone, check for software updates for the SmartThings app and any native apps for the device. (It may be necessary to remove and reinstall the app.) 

To check the software version, open the SmartThings app, and then tap Menu (the three horizontal lines). Tap Settings, and then swipe to and tap About SmartThings.

Reset the hub, and then add it to the SmartThings app again. After the hub is added, close and reopen the SmartThings app. The app will check for firmware updates to the hub.

Reset any device(s) that were previously connected, and then add them again. Each device must be reset or excluded from the hub, and then put in pairing mode to be discovered by the app.  Some Bluetooth devices, like TVs, may connect to the SmartThings app without a hub. After the device is removed from the app, it must be unpaired from the phone's Settings, and then repaired with the app.

After the device(s) is set up using the SmartThings app, verify the status and responding function for each device. For example, when an outlet is added, verify it can be turned on and off with the app.