I have an issue with the Zigbee U connected with 9 devices. From time to time, some of them appear offline, but the scenarios are still active.
Then, the next day, they appear online again without doing anything.
This only happens with these two devices: the SNZB-03 (old model) SKU SON_SNZB-03 EAN13 6920075776119 and the switch SNZB-01 SKU SON_SNZB-01 EAN13 6920075776096.
There are no problems with the other devices.
Do you have any idea?
Thks You.
Additional information: triggering the devices (motion detection or pressing the switch) makes them appear online again. It looks like they go into some kind of sleep or standby state when they are not used.
I should also mention that I monitor the devices using the eWeLink Android app.
Hello,
We sincerely apologize for the inconvenience caused. Regarding the issue you reported, our team has already implemented optimizations.
We recommend upgrading your ZBBridge-U to the latest version, 1.19.0, to see if this resolves the problem for you.
If you encounter any further issues or have additional questions, please feel free to reach out to us at any time.
Thank you for your continued support!
Hello, no, the release 1.19.0 doesnât fix the issue.
When the devices are not trigerred they appear as âofflineâ after one moment. But the scenario are always active. When the devices are triggered once again they are coming aliveâŚ
The only sensors that work normally on this bridge are the snzb-04p or newer. Itâs a shame to do this with consumers. I wonât pay for the advanced plan anymore because it doesnât work if the devices appear offline. The sensors come back after being triggered, but if they are offline it is not possible to see the records
We sincerely apologize that the latest release did not resolve the device offline issue. To help us pinpoint the cause more accurately, could you please provide your specific Device ID and Device Model?
If convenient, we recommend downloading the relevant logs via the local web interface as shown in the image, and sending them to us via direct message. Our technical team will investigate and address this immediately upon receipt! Thank you for your cooperation and support!
We sincerely apologize for the significant inconvenience this has caused you.
Could you please provide the specific Device IDs and Models of the sub-devices that are going offline? Our technical team will analyze and address this issue as soon as possible.
Regarding your feedback about viewing historical data for offline devices, we will carefully consider and evaluate this for future planning.
Hello RayZane, of course i will give you all necessary information.
But first how to get the local web interface as shown in your image. On my PC eWeLink Web , is not given the same interface than your. For example it is not possible to access to the support & maintenance logs .
So could you help me to know how access to this log ?
After I will give the the models which causes issues.
The first is SNZB-01 and I sand you the picture of this sensor.
The second is SNZB-03 (old model) SKU SON_SNZB-03 EAN13 6920075776119
Hello, we sincerely apologize for the inconvenience caused.
To resolve the device offline issue as quickly as possible, could you please provide the Device ID of your ZBBridgeâU? Our technical team will push a targeted fix version specifically for this issue. Once the update is completed, your device should return to normal operation.
If you have any further questions, please feel free to contact us. Thank you for your understanding and support!
Hello, we sincerely apologize for the inconvenience. Could you please provide the Device ID of your ZBBridgeâU? Our technical team will push a targeted fix version for this issue. Once the update is completed, your device should return to normal operation. If you have any further questions, please feel free to contact us. Thank you for your understanding and support!
Thank you for providing the information. However, what we need is the device ID of the ZBBridge-U gateway itself, not the IDs of sub-devices (such as SNZB-01/03). Could you please check and provide the gatewayâs device ID? Thank you again for your support and understanding.
Hello, thank you for your feedback! We will push a targeted fix version for you today. Please keep an eye out for the upcoming update. If you have any questions, feel free to contact us anytime. Thank you again for your understanding and support!
