Thank you for taking the time to share your feedback regarding the issues you’ve encountered. We sincerely apologise for the inconvenience caused by the recent firmware update. Your experience is of great importance to us, and we aim to assist you in resolving this matter promptly.
To help our technical team accurately identify the root cause, we would appreciate it if you could provide the following information at your convenience:
1.The Device ID of your SNZB01 device, as well as the specific product model(s) and corresponding Device ID(s) for the older series of buttons you mentioned (this information can be found in the device settings page).
2.You can also submit feedback and upload system logs directly through the eWeLink app. This will provide our technical team with valuable data to further analyse and investigate the issue.
How do you manage to make it worse with every update? My Zigbee devices experience connection problems when the bridge restarts, and it takes over 24 hours for the problem to resolve. No intervention solves the issue. I’ve sent feedback.
We sincerely apologize for the negative experience caused by this update and for any inconvenience it has brought. We highly value your feedback and are committed to assisting you in resolving this issue as quickly as possible.
To help our technical team accurately locate the connectivity issue you are experiencing and conduct targeted troubleshooting, if it’s convenient for you, could you please provide us with the following information?
Regarding the “connectivity problems after the bridge restarts” you mentioned, does this specifically mean that Zigbee sub-devices go offline, or that the ZBBridge-U gateway itself shows as offline in the App? Could you describe the specific performance of the device status?
Could you please provide the Ticket/Feedback ID from your previously submitted report?
If the issue remains unresolved, please also submit feedback again through the APP. When submitting:
On the feedback page, please select the 【ZBBridge-U】 category.
Please be sure to check the “Upload logs” option. This will provide us with crucial information for in-depth analysis in the next stage.
Once we receive your information, our technical colleagues will prioritize investigating it. We will keep you updated promptly on any progress. Thank you once again for your understanding and cooperation!
We sincerely apologize for the negative experience caused by this update and for any inconvenience it has brought. If it’s convenient for you, could you please describe the specific performance of the issue?
We highly value your feedback and are committed to assisting you in resolving this issue as quickly as possible.
When I restart the bridge, most of the Zigbee devices go offline. This problem partially resolves itself after a long period, such as 24 hours. However, a few devices still experience connection issues. Sometimes, pressing the button on the Zigbee devices solves the problem.
Zigbee sub-devices go offline , tickets been opened 2 times , zigbee sub devices randomly getting offline (battery powered devices) , lets say i have door/window sensor , once i open or close the door then the device get online and after while get offline again , tried to remove devices and add again but the issue not solved
seems to be timeout issue , for exmaple timeout set for door/window sensor is 30 min and after that it counts as offline , i recommend increasing timeout and shouldnt be effected if the hub (ZBBridge-U) was rebooted
Hello, we sincerely apologize for the inconvenience this issue has caused to your experience. We have implemented a specialized fix to address it.
We kindly invite you to try updating your ZBBridge-U’s firmware to version v1.18.3. After the upgrade, please check if the problem is resolved. Should the issue persist, please do not hesitate to let me know—I will promptly follow up for you.
Hello. We sincerely apologize for any inconvenience this issue may have caused to your experience. Thank you again for your feedback. We have completed a targeted fix specifically for the device offline issue.
We kindly suggest that you try updating the firmware version of your ZBBridge-U to v1.18.3. After upgrading, please observe whether the problem is resolved. If the issue still persists, please feel free to provide us with feedback, and we will follow up on it for you at the earliest opportunity.
The Ultra device won’t connect to Ewelink either on Wifi or Ethernet. Changing routers (both wifi & ethernet) makes no difference. Been working for months. Suddenly disconnected from Ewelink
1.18. Is a known fail causing disconnect with Ewelink with 1.18.3 now out as a fix but I can’t install it due to not connecting. Web.ewelink also not connecting and neither is iHost.
I performed the update. I restarted the bridge. It took 30 minutes for all devices to come online. It’s better than before. But I think it could be better.
We have received your feedback and sincerely apologize once again for the inconvenience this issue has caused you. To help our technical team pinpoint the problem accurately, could you please provide the Device ID of your ZBBridge-U?
Additionally, you can submit system logs through the eWeLink App. Please select ZBBridge-U and be sure to check the “Upload Logs” option, so we can proceed with an in-depth analysis in the next stage.
Once we receive your information, we will immediately assign a technical colleague to investigate and will keep you promptly updated on any progress. Thank you again for your understanding and cooperation!
Hello, we are delighted to learn that your issue has been resolved. Thank you for your understanding and cooperation during this process. If you encounter any other issues in the future, please do not hesitate to contact us.
Ciao sono a segnalarti che nonostante abbia aggiornato il firmware ieri dello ZBBRIDGE-U continuano a turno a segnalarmi non in linea anche se lo sono e funzionano ,sia pulsanti che magnetico porta come da allegato
Seems once Bridge is submitted, backend fix is applied which works thank goodness. Either that or the update self installed. Unfortunately not exactly a “smooth experience” as all 18 devices eithern reverted to their default names or simply did not reconnect (those co-incidentally were the same ones that refused to get renamed prevoiusly). ALL connections to any scenes have been reset and are now showing as invalid. Opening and reinstalling so many switches behind buttons in the wall not exactly time well spent.
