Report a problem or send a log file in SmartThings

Sub Hub Creates New Network Instead of Extending

If your sub hub is creating a new network rather than extending your existing network, you have probably created a Double NAT (Network Address Translation). There are two things you can try to resolve the problem.

SmartThings Tracker Location is Inaccurate

Since the SmartThings Tracker uses GPS and LTE technology, it can be tracked anywhere when it's within range of a cellular connection. In the SmartThings app, a circle will appear around the estimated area when the tracker's location is being reported. However, there may be slight variations to estimate the tracker's location, but the circle in the

Sign in or Log out of SmartThings

The SmartThings app uses your Samsung account credentials. To create an account, you simply need to sign in with your Samsung account. To log out, you will need to remove the account from the app.

Check the hub's firmware version

SmartThings will occasionally push firmware updates to active hubs to improve performance. You can check the hub's firmware version using the app or the IDE Portal.

SmartThings Hub Has No Power or Internet

If the Hub loses power or internet connection, there may be limited or no functionality. Each Hub version reacts differently in the case of a power or internet connection failure.

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