Shop E Store Your one-stop shop for troubleshooting connectivity issues in your SmartThings smart home
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If you find that you are having connectivity or communication issues with your Zigbee devices on your SmartThings system, then it can be a bit tricky to sort things out as there are a number of things that could be causing problems.
Zigbee operates on a mesh network, and that means there are a variety of factors that can disrupt its proper functioning.
Guide: Everything you need to know about Zigbee
But don’t worry because there is usually an easy way to fix Zigbee problems with SmartThings.
It could simply be a dead battery causing connectivity drops, a repeater not activating causing the entire network to go down, bandwidth congestion, or maybe even a failure in your SmartThings hub.
Whatever the problem, there are several steps you can take to fix it.
Take a look at this guide to help you identify potential causes and implement solutions to get your SmartThings Zigbee devices back online.
1. Check your hub and router connection
This is probably obvious and hopefully a consideration you’ve already checked, but you’ll obviously need your SmartThings hub and router firing on all cylinders for a seamless smart home experience.
If you haven’t already, here are some things to check:
Center status:
- In the SmartThings app, check that the status of your hub is Connected. If not, unplug the power and Ethernet cables for 30 seconds and then plug them back in.
Restarting can solve many problems, so even if the hub says it is connected, a restart won’t hurt and might fix things.
The process varies depending on the hub model:
- SmartThings Wifi and Connect Home
- Navigate to the SmartThings app, select the center location, and choose the Reboot menu option.
- Aeotec smart home hub, SmartThings Hub (2018) or Hub v2 (2015)
- Press the reset button on the back of the hub for a few seconds until the LED turns off, then release it.
- SmartThings Center v1 (2013)
- Perform a hard reset by disconnecting the power and Ethernet cables for at least 30 seconds.
Ethernet and power cables:
- Make sure both are connected firmly and replace any damaged cables.
Check network problems:
- If your hub’s status is offline, are all other connected devices working? If not, it could be an ISP issue, rather than a Zigbee or SmartThings fault.
2. Update software and firmware
Sometimes outdated, or even newly released, software or firmware can cause problems on both sides, so it’s best to make sure you don’t have a corruption issue…
Check for app updates:
- Check that your SmartThings app is up to date. Open the app and navigate to the settings menu to check for updates, or check through the App Store or Google Play.
Device firmware:
- Some devices may require updates through their native applications. Make sure you are running the latest version.
It is often a good idea to enable automatic updates for both the hub and connected devices, as this can help prevent future problems.
3. Optimize Zigbee and Wi-Fi channels
Zigbee devices communicate with your SmartThings hub over a wireless mesh network, which can be affected by interference from other electronic devices, particularly Wi-Fi devices which can disrupt Zigbee performance as they both operate on the same frequency 2.4 GHz.
Here are a couple of things you can try to do to avoid this…
Avoid overlapping channels:
- Wi-Fi routers often interfere with Zigbee devices if they both use the same or overlapping channels. Go to your router settings and set the 2.4 GHz Wi-Fi channel to 1, 6, or 11.
- Then, using the SmartThings IDE (the web portal), change your Zigbee channel to avoid interference with the Wi-Fi channel. For example, Wi-Fi channel 11 works best with Zigbee channel 14. However, if you’re doing this, keep in mind that you could mess up your Thread networks, so use this as a last resort – it’s much safer to change channels on the Wi-Fi Side.
4. Check that everything has power.
Zigbee devices rely on constant power, either from batteries or direct electrical connections.
If a Zigbee device is malfunctioning, it could simply be because its battery is low or it is not turned on. So it’s worth doing a little research:
- Battery operated devices:
- Remove the battery and check for debris on the contacts. Clean if necessary and reinsert the battery.
- If the battery is low, replace it.
- Devices with power outlet:
- Unplug the device for two minutes and then plug it into a different outlet. Make sure the connection is secure.
- Device power indicator:
- If your device has an LED indicator, make sure it is not orange or red. This usually indicates a power or connection problem.
Surges or voltage fluctuations (for devices with a power outlet) can also cause temporary Zigbee outages, so keep that in mind as well.
5. Check device range
If the distance between your SmartThings hub and a Zigbee device is too far, or there are physical barriers (such as walls), the connection can weaken and cause problems.
Zigbee devices must be within range of the SmartThings hub or a repeater, or they will not connect at all or disconnect occasionally.
- Bring the device closer:
- If the device is too far from the hub, it may not stay connected. Try moving it within 10 feet of the hub for better signal strength.
- Use Zigbee repeaters:
- Zigbee repeaters can extend the range of your Zigbee network, helping devices further away from the hub maintain a connection.
6. Consult or add Zigbee repeaters
Since Zigbee forms a mesh network, adding repeaters can strengthen its overall signal. Zigbee repeaters are often a natural part of plug-in devices, such as smart plugs or light bulbs.
They extend Zigbee’s range and allow devices that are further away from the hub to maintain a strong connection.
If you don’t already have one, it’s worth adding a couple to the mix. Smart plugs are the easiest and often very affordable.
If you already have Zigbee bulbs or repeaters in your setup, they can sometimes interfere with device communication.
In some cases, performing a reset on Zigbee repeaters and SmartThings hub can resolve persistent connection issues.
- Reset Zigbee repeaters:
- Turn off all Zigbee repeaters for 15 minutes, including smart light bulbs or plugs.
- Unplug the concentrator for 15 minutes and then plug it back in.
- Once the hub has rebooted (LED turns solid green), power on the Zigbee repeaters again.
7. Reset and reconnect devices
If you added any new Zigbee devices recently, they may be causing network outages.
If a new or existing Zigbee device appears to be the culprit, try resetting it.
- Delete the device:
- Remove the device from the SmartThings app. Navigate to the device location, tap the three dots for more options, and tap to remove the device.
- Reset the device:
- Follow the manufacturer’s instructions to reset the device to factory settings. Once rebooted, add the device back to the SmartThings app by following the on-screen instructions.
Before removing a Zigbee device, be sure to backup any custom settings, or you could mess up automation routines and rules.
8. Turn off unused Zigbee devices
Sometimes inactive or malfunctioning Zigbee devices can cause network congestion and affect other devices.
Temporarily turning off unused devices can improve performance.
Troubleshooting Tips
If you’ve tried all of the above and are still having problems, you may have a faulty Zigbee device or smart home hub.
However, before you start throwing things away, it’s also worth taking a look at this lot…
- Smart Things IDE: We mentioned the IDE for Zigbee channel changes, but you can also use the IDE to check device status, logs, and network topology for more detailed troubleshooting. It can be found at: https://my.smartthings.com/advanced/hubs
- Zigbee Diagnosis: Some Zigbee devices have built-in diagnostic tools or apps that can help identify specific issues, such as battery level, signal strength, or device firmware. Take a look at the device’s native app to see these.
- Third party tools: There are third-party tools or applications that can provide additional information about Zigbee network performance and help with troubleshooting.
Frequently asked questions
The battery life of Zigbee devices varies depending on factors such as device type, frequency of use, and battery quality. As a general guideline, you should expect to replace batteries every six months to a year. If you notice a significant decrease in the responsiveness of the device or the battery level indicators are low, it is time to replace the battery.
No, Zigbee repeaters cannot be used as Wi-Fi extenders. They are specifically designed to extend the range of your Zigbee network and cannot be used for Wi-Fi purposes.
Yes, you can use SmartThings to control your Zigbee devices remotely as long as your SmartThings hub is connected to the Internet and your devices are within range of the hub or a repeater. You can access and control your devices using the SmartThings app.
Zigbee devices can become disconnected due to interference from Wi-Fi networks, being too far from the hub, or low battery levels on battery-powered devices. You can improve connectivity by moving devices closer to the hub, using Zigbee repeaters, or adjusting your Wi-Fi channels to reduce interference.
