I’ve noticed the same problem. I have 19 Zigbee devices. They all keep going offline at random points throughout the day.
We’re truly sorry for the less-than-ideal experience, and we sincerely apologise for any inconvenience this has caused you.
To help our technical team better understand and pinpoint the issue you’ve encountered, we were wondering—if it’s convenient for you—whether you might be able to provide the following information:
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Did the device name resets, connection drops, and scene resets you mentioned occur after a gateway firmware update? If so, would it be possible for you to share the current gateway firmware version and the gateway device ID?
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Additionally, you’re also welcome to submit feedback via the ZBBridge-U local webpage. If you don’t mind, we’d really appreciate it if you could check the “Upload Logs” option when submitting—this would be very helpful for us to conduct a more in-depth log analysis.
Once we receive the information, our technical team will start looking into the issue right away, and we’ll be sure to keep you updated on any progress.
Thank you again for your understanding and support—it truly means a lot to us.
We are very sorry for the poor experience and sincerely apologise for any inconvenience this has caused.
ZigBee device disconnection is often related to a few factors, such as the distance between the device and the ZBBridge‑U being too far, signal interference in the surrounding area, or low battery levels. We recommend first checking whether the device is within the recommended working range of the ZBBridge‑U. If it is placed too far away, try moving it closer to the ZBBridge‑U to help improve connection stability.
If the issue persists after trying the above steps, you are also welcome to submit system logs via the eWeLink application for further analysis. Please select the corresponding ZBBridge‑U device and make sure to check the “Upload Logs” option when submitting. Once we receive your feedback, our technical team will investigate it promptly and keep you updated on the progress.
Thank you again for your understanding and cooperation.
We sincerely apologise for any inconvenience this may have caused.
ZigBee device disconnection can often be attributed to a few common factors, such as the distance from the ZBBridge‑U, signal interference from other devices, or low battery levels.
You’re welcome to try the following steps to help resolve the issue:
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Check the distance
Please ensure the device is within the recommended working range of the ZBBridge‑U. If it’s placed too far away, try moving it closer to the ZBBridge‑U to improve the connection. -
Reduce interference
Keep the device away from other electronic devices or appliances that may interfere with the ZigBee signal. Also, objects such as walls or large metal surfaces can weaken the signal, so it’s helpful to consider whether any such obstacles are nearby. -
Ensure a stable power supply
Please make sure the sensor has a stable power source. If it’s battery-powered, check whether the battery needs replacing; if it’s mains-powered, please confirm the power connection is secure. -
Reset and re-pair the device
If the issue persists, you may try resetting the ZigBee device and then re-pairing it with the ZBBridge‑U. Please note that the reset process may vary depending on the specific device and bridge you’re using, so we’d recommend referring to the user manual for detailed instructions. -
Update firmware
Please check whether any firmware updates are available for both the ZBBridge‑U and your ZigBee device. Keeping firmware up to date can help resolve compatibility issues and improve overall performance.
We hope the steps above help you resolve the disconnection issue. If the problem continues, you’re also welcome to submit system logs via the eWeLink app for further analysis. Please select the relevant ZBBridge‑U device and be sure to check the “Upload Logs” option when submitting. Once we receive your feedback, our technical team will look into it promptly and keep you updated on any progress.
Thank you again for your understanding and cooperation—it’s truly appreciated.
Thanks for the quick reply!
I wanted to specify that the distance between the ZBBridge‑U and the subdevices and the alleged “interference” are the same as the previous Fw (1.17)! I replaced the batteries with new ones but the subdevices continue to change their status between online and offline. I have already sent the feedback!
The problem persists. There’s not much of a solution with the 1.18.3 update. Furthermore, I can’t add a new Zigbee device in this situation. After a 5-second countdown, it fails and crashes the menu.
Hi Minnie, thanks for getting back to me.
I’ve had the ZBBridge-U in the same place for a year and haven’t had any problems. I updated the firmware to 1.18 on Saturday, and that’s when the problems started.
My devices are in the same place they have been in for the last year. I have a button about 2m away with direct line of sight, but it keeps going offline.
I have tried re-pairing and that doesn’t help. I’ve also tried removing them completely and starting again, but it hasn’t helped.
I’ll submit feedback and hopefully the logs will show what’s going wrong.
Please revert the 1.17.0 update. None of the devices in my house are working properly! If this continues, I’ll completely throw them away.
anything news?
Hello, thank you for your further feedback. We take the situation you mentioned—“the issue persists after updating to version 1.18.3, and I am unable to add new Zigbee devices, with the menu crashing”—very seriously. To help us locate the problem more quickly, could you please provide the following information:
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Regarding the “issue persists,” could you specify whether this refers to the previously reported problems with devices going offline or unstable connections, or if there are new abnormalities?
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Regarding the menu crash that occurs after the 5-second countdown when trying to add a new Zigbee device, if convenient, could you record a complete video from the moment you enter the device addition process to the point where the menu crashes? This would be very helpful for our analysis.
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Additionally, you can also submit feedback via the ZBBridge-U’s local web page. If possible, we recommend selecting the “Upload Logs” option when submitting, as this will greatly assist us in conducting a more in-depth log analysis.
Once we receive your reply, we will immediately forward the information to our technical team for investigation. Thank you again for your patience and cooperation!
Hello, thank you very much for providing such detailed feedback, and we truly appreciate your patience. This information is very helpful for us to investigate the issue.
Regarding the random device disconnections you mentioned after updating the firmware to version 1.18, to help our technical team pinpoint the problem more accurately, could you please kindly provide the following additional information:
- Which specific version did you update to—1.18.0 or 1.18.3? If possible, could you confirm the current firmware version of your ZBBridge-U?
- If convenient, could you also provide the device types and corresponding device IDs that are experiencing offline issues?
Additionally, if you have already submitted feedback logs, would you mind sharing the related ticket number? This would allow us to remind our technical colleagues to prioritise your case.
Thank you again for your support. We will continue to follow up on the issue you reported and will keep you updated as soon as there is any progress.
Hi Minnie
I updated to 1.18.0 and noticed the problem. When the update to 1.18.3 came out, I updated again and hoped it would fix the issue, but it didn’t. I’m currently on 1.18.3.
Here’s a list of the devices that are disconnecting:
*PIR Motion Detector a4800e785c
PIR Motion Detector acc80010d3
PIR Motion Detector acc80010c8
PIR Motion Detector acc80010d0
PIR Motion Detector acc80010be
Button a4800e7b37
Button a4800e7b47
My ticket number is #*264479
Thanks for your feedback, and we sincerely apologize for the unpleasant experience.
We will investigate your issue as soon as possible and will get back to you promptly once we have an update.
I have a similar problem, I started testing the ultra gateway as a replacement for a non-branded model and the device disconnects like this, I can’t deploy the gateway to clients, ticket number is 265321
Thanks for your feedback, and we sincerely apologize for the unpleasant experience.
We will investigate your issue as soon as possible and will get back to you promptly once we have an update.
I found out that, like some colleagues here, devices that appear to be offline are actually fully operational. When the water detection motion sensors are activated, the device responds by default and changes its status to online. It seems that the offline status is only a matter of what is displayed in the application and not the actual status of the device. However, this is still a serious problem because with devices, such as water detection, there is no control over whether the device is really online or offline, and such a system cannot be relied on.
I’m also having the same problem with zbbridge-u. After updating to version 1.18.3, my devices, which previously worked normally, now disconnect randomly. This happens mainly with the snzb-04. But when an opening or closing event occurs, it starts working again, and then after a few minutes it goes offline again.
any progress in diagnosing online/offline conditions? It’s quite annoying to receive error messages every 2 hours here, 12 per day.
any progress with the incorrect reporting of offline states?
The Zigbee network crashes brought a lot of problems, but now that I’m calm, it’s a good thing, at least I’ve strengthened good relationships with customers.