I have lost all connection with 2 Zigbee Bridge Ultras today - but on different networks at different locations - I’m at home with one of them now and I cannot get it to reset - the led is just continuing to flash blue/ green slowly - I’ve therefore lost access to about 30-40 zigbee devices across the 2 locations which is really not good news,
I’ll report it now but wondered if anyone else had had any issues today. Thanks. Steve
We sincerely apologize for the trouble this has caused. I previously saw and replied to your post, but I’ve now noticed that the specific details described in these two threads differ slightly.
To better understand the current situation:
Is it that the Zigbee module and all its functions are completely unavailable, even after a reboot?
Or is the issue that the gateway fails to restart successfully after you detected the anomaly?
Also, please note that a reboot may take a few minutes to complete. Did you wait for this duration, and did the gateway still fail to restart?
Once again, we deeply apologize for the inconvenience.
Hi Ray
Yesterday I wanted to check temperatures at our holiday cottage. This is using 8 Sonoff zigbee temp sensors which are all paired to a zigbee bridge ultra. I saw they were all offline. There are guests in the cottage so I haven’t been able to check why everything is showing as off line. Then yesterday I noticed that the outside lights were all on at home during the day, the ZB minis which are controlling the lights were offline and the green led on the zb minis are blinking green rapidly. The bridge ultra here was also showing as offline. It was then I realised that this appears to be an issue with the bridge ultras that can’t be coincidence. They are at different locations on different networks. I have tried to reset the bridge ultras at home but it will not reset / enter pairing mode. It is stuck in alternating blue / green leds. And to make it worse I removed it from my eWeLink app so it’s now just stuck in that state. I hope that these devices are not bricked but I cannot get them to reset or go back into pairing mode. I hope this makes sense and you can offer a solution soon. Thanks. Steve
I’m sorry to hear about this issue. Let me summarize the situation: You have two gateways. The status of one is still uncertain, while the other is currently showing alternating blue and green breathing lights.
Regarding the gateway at the holiday cottage: Is the gateway itself offline, or are only the Zigbee sub-devices showing as offline? If the gateway is still online but the sub-devices are disconnected, this might be a known issue. We plan to release a new firmware version soon which may help resolve this for you.
For the gateway showing alternating blue and green lights: To help us further diagnose and solve this problem, please follow these steps:
(1) Connect the gateway to your router using an Ethernet cable.
(2) Open your router’s admin page on a computer and check if the gateway has been assigned an IP address (please ensure your computer and the gateway are on the same local network).
(3) If an IP address is found, enter it into your web browser to access the gateway’s local web interface. From there, please download the system logs and send them to us. We will investigate the issue as soon as possible.
Thank you for your understanding and support!
At the cottage, the ZBBridge-U is showing offline as well as all the connected devices. This is exactly the same as what I found at home yesterday - both the ZBBridge-U and all its connected devices are showing offline - it seems as if the Ultra’s have perhaps got stuck when rebooting, presumably when trying to load new firmware? I will try and get the IP address from the bridge U that is here at home using the ethernet cable and router
I can find it from the router and login to the device GUI but there isn’t anything in the time zone drop down and therefore I can’t log in
Our team is quite puzzled by this situation. Could you please try the following steps to clear your cache?
1、Refresh the page using Ctrl + F5.
2、Close the tab/page and reopen it.
3、Open the webpage in your browser’s Incognito/Private mode.
If the issue persists after trying these steps, we kindly ask you to contact your original purchase channel to request after-sales support. In the meantime, our team will continue to investigate the root cause.
We sincerely apologize for the inconvenience this has caused you.
Hello,
Thank you for your reply. Unfortunately, the suggestions provided do not match the behaviour of the device, and this issue cannot be resolved by clearing browser cache or using Incognito mode.
I need to clarify the actual failure mode, because this is not a UI rendering problem — it is a firmware‑level boot failure affecting two separate Bridge Ultra units on two different networks.
Key Technical Details:
Both Bridge Ultra devices fail in the same way, within the same 24‑hour period, on completely separate networks.
This rules out local network issues or hardware failure.
The device does appear in DHCP and the local web UI loads, which means:
The OS has booted
The network stack is running
The web server is running
However, the backend services do not start, which is why:
The time‑zone dropdown is completely empty
The UI shows “Connection lost. Reconnecting…”
Zigbee does not initialise
The reset button does not function
The device cannot complete first‑time setup
This behaviour is consistent with a failed Zigbee/coordinator initialisation or a failed cloud token/firmware signature validation, not a browser issue.
One of the units was not deleted from eWeLink and shows identical symptoms, which confirms this is not related to account removal.
This is a firmware regression, not a user‑side issue.
The device is stuck in a half‑boot state where the frontend loads but the backend services never start. This is why the time‑zone list cannot populate — the service responsible for loading it never initialises.
Requested Action:
Please escalate this case to your engineering team.
They will immediately recognise this as a backend/firmware boot failure affecting the Bridge Ultra.
I am happy to provide:
System logs (once the backend is able to generate them)
Screenshots
Network traces
MAC addresses of both affected units
But at this stage, the device cannot complete setup, cannot reset, and cannot initialise Zigbee due to the backend service failing to start.
This is not a hardware defect and not a browser issue — it is a firmware‑level problem that requires engineering intervention.
Thank you,
Steve
@vetinry - can it be, that you access your device(s) from different locations under Admin-account?
Sorry, I’m completely new and nerd here. But had the similar problem with my Sonoff devices managed over the Ewelink.
Found out, that in whever unknown reason, Ewelink API blocks the access if he finds two timely close-by Admin-level accesses from different locations/controllers.
I do not know the exact case yet (will open my own question as well), is this behavior of Ewelink API related with free/payd account or not. Or what is the timeout to wait between two Admin-level accesses?
Found out for myself, that creating shared “guest”-accounts and accessing my devices under them reduces the chance to get Admin-account blocked by Ewelink API.
So, @RayZane - if you’re human representative of Staff of Ewelink, please consider in your answers the differences of Admin- or Guest account and some undocumented / hidden “features” of Ewelink API.
Yes, among the issues we are currently aware of, there is indeed a problem where the Zigbee module crashes, causing all Zigbee-related functions to become unavailable. We are urgently investigating this issue and have made some progress; we are currently communicating with some users to verify our findings. However, based on our current understanding, this specific issue is not the cause of your gateway failing to start up.
Since your gateway is not starting up normally, we are unable to retrieve your logs through the feedback channel you submitted. Consequently, our technical team cannot provide a definitive diagnosis. Based on past experience, our technicians suspect two possible scenarios:
The gateway is actually accessible via the frontend, but the indicator light status is not displaying correctly due to certain conditions. Additionally, an IP address change or cached data in the frontend might be preventing the web page from loading successfully.
The gateway hardware has been damaged for some reason, preventing it from starting up.
This is why, in our previous message, we asked for your help to troubleshoot whether scenario #1 applies. We sincerely appreciate your patience and cooperation. We deeply apologize for the poor experience this has caused you. If the issue persists, we are ready to process an after-sales service request for your non-starting gateway. Once again, we apologize for the inconvenience.
Tried in Chrome Browser in Incognito mode - no difference - if I can’t enter a time zone from drop down (which is blank), I can’t access the Ultra and I can’t access any of the logs - Since this happened to both devices yesterday, i do not believe that this is coincidence. If new firmware has been released which my ultras decided to try and upload yesterday, it looks as if they have got stuck / damaged by that firmware. I now have 2 expensive ultras and /i cannot access either - this is really frustrating - our holiday cottage has guests and some of the electric radiators will not now switch on. What is the solution - is there any way to reset these bridge ultra’s or get them back to a previously working firmware
Hi Ray
Any update on this - I still have 2 non functioning Zigbee Bridge Ultras and no way of getting them to reset / restart. Please can you contact me urgently to discuss replacements because I urgently need to get them sorted - one of these is directly linked to my business, Thank you Steve
Hello, our technical team sincerely apologizes for this issue. You can absolutely apply for after-sales service through your original purchase channel. We will have dedicated staff assigned to assist you and handle the matter. Thank you for your support and feedback!
I do not have time to have to contact 2 different sellers on Ali Express and have to go through all of this with them - this needs to be sorted centrally by Ewelink or Sonoff
Hello,
We would like to apologize once again. We have communicated with our after-sales team regarding this incident, and they will proactively contact you soon. They will be responsible for handling the after-sales process.
Thank you for your support and understanding!
Hi Aron
Thank you for your email.
Are you sending me packaging for both of the broken Ultras? There are 2 which failed on the same day, presumably for the same reason
And will you send me two replacements please
Thank you
Steve
Please can I have an update. I am still waiting for 2 replacement ZB Bridge Ultras and the returns packaging so that I can return the faulty one and you can hopefully diagnose why they both failed at the same time and prevent it happening again
Thanks
Steve
