Ultra appear offline in ewelink

Bridge Series
1

Welcome to the Zigbee Bridge Hello,Idon;t see ZBBridge-Uin ewelink app i can only connect via lan,i cand add,appear but after pairing appear offline.Itried reset and add again in eweling,the same

2

Hello, we sincerely apologize again for the inconvenience caused by this issue. Please try updating the firmware of your ZBBridge-U to version v1.18.3. We have specifically addressed the gateway offline issue in this update. After upgrading, please observe whether the problem is resolved. If the issue persists after the update, please feel free to report it to us again, and we will follow up promptly.

3

Allready i have versiune 1.18.3 for firmware ,still appear ofline in app after adding

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4

Hello, we sincerely apologize again for the inconvenience caused by this issue. To help our technical team pinpoint the problem more accurately, could you please provide the following information?

Could you specify which device you were adding when the offline issue occurred? Could you describe it in more detail — does the offline status appear when adding the ZBBridge-U itself, or does it happen after adding other sensor devices?

If convenient, please also submit system logs through the eWeLink App, select the corresponding ZBBridge-U device, and be sure to check the “Upload Logs” option. This will be very helpful for us to conduct a more in-depth analysis.

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Once we receive your information, we will immediately arrange for our technical colleagues to investigate and will keep you updated on any progress. Thank you again for your understanding and cooperation!

5

Hello,i diddn’t add new devices, the ZBBridge-U appear offline and i tried to reset and add again in the ewelink app on the pohine.The ewelink app find the device but after the process is done appear ofline.Also if i connect via lan i can not sign in with ewelink account.Yo uhave the logs attached.

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1772208949277.tar.gz (276.5 KB)

6

Hello, we sincerely apologize again for the inconvenience caused by this issue. Please try updating the firmware of your ZBBridge-U to version v1.18.3. We have made specific fixes for the gateway offline issue in this update. After upgrading, please observe whether the problem is resolved. If the issue persists after the update, please feel free to report it to us at any time, and we will follow up promptly.

7

Already I have the last firmware 1.18.3,ZBBridge-U have already a lot of problems with device going offline,now the device himself go offline.ALLREADY I HAVE THE FIRMWARE 1.18.3!!!I sent the last logs in a pre ious maill.

8

is a joke this bridge,after power loss i need to reboot the device because i don’t see online in ewelink,i have the last firmware,the problem is old and still no resolve

9

Have they managed to solve it yet?

10

No,every time is power loss the zigbee bridge ultra don’t appear in ewelink,you need to reboot(the zigbe bridge ultra),some people use a wifi socket to reboot de bridge ultra.Is a shame,i will not buy again and i look for replacement at others .Today i had this problem again.

11

This is how Sonoff loses customers and one would expect a different reaction. They probably don’t know where the fault is, in my opinion on their cloud. It’s a shame they don’t try to use the full potential but that’s their decision.

12

We sincerely apologize for the inconvenience caused and fully understand your frustration.

Over the past few days, our technical team has conducted a detailed analysis of the logs you provided. The results indicate that the gateway is experiencing a network connection timeout.

To assist us in further diagnosing and resolving this issue, please follow the steps below:

  1. Connect your computer to the same Local Area Network (LAN) as the gateway (ensure both are connected to the same Wi-Fi or router).

  2. Press the Win + R keys on your keyboard to open the “Run” dialog box.

  3. Type cmd and press Enter to open the Command Prompt.

  4. In the command window, copy and paste the following command, then press Enter to execute it:
    curl -v -I --connect-timeout 5 eu-apia.coolkit.cc

  5. Please take a screenshot of the resulting output (or save the text content) and send it to us.

Our technical team will analyze the results immediately upon receipt to help resolve your issue.

Thank you for your patience and support!