[Alexa related issue]Sonoff devices are automatically and randomly turning off

[pedroo_nnuno]

I already have the latest firmware on both, it’s 3.7.0, there’s no other to upgrade. I will try to Connect to the wi-fi from the Main router instead of the access point.

Tell me something, is it Alexa who’s restarting sonoff? Like o said, when it turns off, it takes few seconds to reconnect to the internet and makes to switch off because i have it ser to off on ‘Device-Power-On state’.

I went to see the options on ‘Device-Power-On state’ and found out i can put it on ‘STAY’ which makes it to stay in the state before the restart i guess. Will test it today and tomorrow i’ll tell something.

[ggsart]

Hi all!
past quite a bit of time thinking what was changed since my backyard lights after 1.5 years started switching off in 2-5 mins. My proposal - internet access of welink.apk in my android OS, was completely blocked, but last week I added some more devices and unblocked it leaving as is. today i blocked all again and last couple of hours nothing is switching off itself, but works flawlessly through alexa.

[forum84987265179]

I had the same issue for months and below what I have done based on the above sharing, it has been working well for a week now, (no more turn-off issue and work well with Alexa). I did both of the below (but I am not sure if it actually required both or just one of them is sufficient):

1. Change DHCP server IP range to a new range.
2. Create a new wifi network for ewelink/sonoff devices only and set this network to run on 2.4GHz band only. Put all other home devices (including Alexa) on a different wifi network, I set this network support both 2.5 & 5.0GHz.
   To make this task easier: I creat a guest network having the same ssid and password with my old wifi and set it on 2.4GHz only so that the sonofff devices can auto-connect to this new wifi without reconfiguring the sonoff devices; and give the main 2.4/5GHz wifi a different SSID for other home devices.

It has been working well so far, however I hope Ewelink will find a permanent solution soon.

[davidplazamartin]

seguimos esperando como siempre, muchas promesas pero va para 4 meses

[saggys]

I have the same problem, i hope ewelink t solve the problem asap.

[hernanflecha]

Hola, desde hace unos días mi dispositivo D1R1 (firmware 3.5.0) comenzó a encender solo, ya lo reinstale, lo reinicie y sigue, alguien tuvo este problema?

Hello, a few days ago my D1R1 device (firmware 3.5.0) began to turn on by itself, I already reinstalled it, restarted it and it continues, has anyone had this problem?

[han.eradus]

Have more then 30 Sonoff devices (4 channel, pow, mini etc) and 4 Alexa’s. Suffered from unexpected reaction since 2022. I read the comments and reactions.

One did the trick for me and is also mentioned above.

I only put my 4 Alexa’s on the guest network and all the rest (camera’s, lights, switches, airco etc) on the main network. After that all the ghost shut offs are gone.

I have a 1gb fiber connection with 3 x Deco M5 mesh routers who are connected with RJ45.

[huguinhobe]

Estou com problemas no meu sonoff mini. Há 2 semanas ele alterna de on-line para off-line pelo menos 20 vezes ao dia.
Ele está na atualização de firmware 3.6.0 mas não consigo atualizar, pois quando chega aos 90% ele dá algum erro.

[StephenJ]

Hey guys,
We’d like to express our great gratitude for your feedback on the issue and your patience in waiting for a solution.
Glad to let you know that the issue has been located and fixed, you guys don’t need to make any modifications. However, we still recommend that you redo the account linking with Alexa to move the cache that may exist.

Below are open words about why the issue happened and the work we have done, which we think you deserve to know,

Time back in December 2022, feedback from some users about devices randomly turning off caught our attention, and we took this issue seriously and began investigating it from three directions:
NO 1, incorrect commands issued by the cloud server,
NO 2, firmware bugs,
NO 3, some unknown bugs with third-party platforms.

We eliminated the first possibility by checking the payloads and worked with the chip vendor to update the firmware twice to further identify the root cause and enhance firmware robustness, but unfortunately, the issue still exists. Then we suspected an issue related to third-party platforms may cause the random OFF, specifically Alexa echo, as all the clues pointed to that according to feedback and tests run by some kindly users.

A pilot feature named Alexa local control crosses our mind which we onboarded allows users to control devices locally with Alexa, especially in poor network conditions. We suspected there was an unknown bug or some strategy behind the feature that caused the random OFF issue.

Based on this conjecture, we reached out to the Alexa team immediately and get their response the same day, then we set up a testing environment to reproduce the issue, which is really hard to.
After nearly three weeks of joint efforts, we located that echo did send strings intended for device A to other devices, causing the others to enter a decoding loop, resulting in a restart issue, and we reached a consensus and decided to suspend this pilot feature On March 29th temporarily after full discussion.

We will continue to communicate with the Alexa team and bring this feature back at a suitable time. However, our development efforts are currently focused on Matter and eWeLink CUBE, which we believe will provide more value to users.

If you have any other issues, please submit a ticket via the help center, and we will close this topic thread on April 14th.

Once again, thank you for your understanding. You are the best!

[Undeene]

Thank you Stephen for the info.
Is this somehow related to the recent issues I’ve been having with the POW Elite device? For the last several days it’s switching to off by itself.
The main problem is that it’s attached to my heating system, which causes to turn everything off. The only solution is to manually turn it back on via eWeLink app. It’s not frequent, perhaps once a day, but still annoying. I’m afraid that it could damage my heating system.
Please note, I do not have Alexa or something similar. Just Sonoff devices and the eWeLink app. I do not have any scenes configured for POW Elite, it just serves to monitor power consumption.
In the eWeLink app log all I can see is “Device triggered” message for that event (when it turns off). When I turn it back on, it says “my-email@gmail.com triggered”.
I’ve already created a support ticket to Sonoff. Just wanted to know is this somehow related considering that you worked on this issue for some time.
Thank you.

[Daniel_Zhan]

Referring to the case that you reported, it is caused by the threshold of electrical parameters like voltage that we set in the firmware to protect the hardware of the device. if possible, would you pls let me know the deviceid of the device and the exact time of a such trigger? I can check the log to see instantaneous electrical parameters trigger.

[Undeene]

Thank you Daniel.
Device ID: 1001739125

Time: CEST

[forum919790866266]

Hi, i just switched on two of my Alexa devices. They are on a different SSID and use the 5Gz frequency all my Sonoff devices use 2.4Gz frequency on a different SSID.

I am afraid to report that atleast one of my devices has already started to trip again. I haven’t connected the ewelink app to Alexa yet.

The screen shot of the homescreen of ewelink is attached that shows that alexa is not connected yet.

The screenshot of logs of the device that is tripping is also attached. The device has tripped at least thrice between 19:48 hrs IST to 19:55 hrs IST. I am not disconnecting Alexa right away and happy to share logs or more details if that helps your testing.

The screenshot with the decide if is also attached

[forum919790866266]

Also, while some of my devices like the Power R2 have a Wi-Fi tab in settings, so it’s easy for me to check the SSID they are using. My other devices such as the T13C and TX3C don’t have the Wi-Fi tab in the settings menu. I am unable to check the Wi-Fi SSID these devices are connected to.

I am manually pairing the Sonoff devices to a new SSID created just for sonoff devices one by one.

Is it possible to add the WiFi tab for all devices. Atleast in the settings and logs for the devices to display the asSID they are connected to? Attaching screenshots for power R2 and T13C to show you what I mean about the Wi-Fi

tab on settings page.

[2thompsoncm]

I am having the same problem as a lot of people. But for me it is not random. At first I thought it was until I narrowed it down to voltage. The mains voltage here in Thailand can get quite low. I have found that with all the air-cons on plus a shower water heater 5kW the voltage drops to about 185V then POW R3 switches off. Every time, without fail 100%. Now in the Threshold settings the is an option “Min Voltage” 185V (coincidence?) this is NOT selected.

I have purchased 3 of these thinking it may be a faulty unit but all three have the same problem. I have POW V2 and Basic units installed total of more than 20 but they have no problem. The voltage range stated for the POW R3 is 100 to 265V so still in range. The POW R3 in question controls the water pump for the shower! A real pain.

[Daniel_Zhan]

185V is the threshold that we set in the firmware, that is the reason that the device switches off. We will optimize the firmware and give a release.

Sorry for the inconvenience.

[Daniel_Zhan]

You should receive the update of 1.0.8, please update it, once the issue happens again, please let me know the screenshot of the device log and indicate which is the case.

Thanks

[MarkAmbrose]

Hi ,

I have the same issue , Sonoff 4ch pro turning on Randomly .

latest FW installed . Changed IP address , Reset , deleted and re-added

please help

[2thompsoncm]

Thank you very much for fast response. Could you please give me a time scale for the release of V 1.0.8.

Thanks,

Chris.

[forum919790866266]

Any update on this please. I am continuing to face the same problem the moment I plug my Alexa devices back in.