Urgent Support Request – Zigbee Bridge Ultra Connectivity Issue

Bridge Series
1

Dear Sir/Madam,

I am writing to request your urgent assistance regarding a critical issue I am experiencing with your Zigbee Bridge Ultra device.

Although the device is connected to the internet via Ethernet and my network is fully stable, the bridge repeatedly goes offline without any apparent reason. There are no connectivity issues on my end—other devices on the same network operate flawlessly. However, the Sonoff Zigbee Bridge Ultra consistently fails to maintain a stable connection.

I currently have approximately 30 Zigbee devices connected to the system, all of which communicate properly. Despite this, the bridge going offline disrupts the entire system and severely affects its reliability.

I previously used an NS Pro device, but I was advised that it could not support the number of sub-devices I have. Based on this, I upgraded to the Zigbee Bridge Ultra. Unfortunately, I am now facing similar—if not more serious—connectivity issues with this device as well.

I kindly request your immediate support regarding:

  • The root cause of this issue

  • A permanent and reliable solution

  • Any necessary firmware updates or hardware-related actions

This ongoing problem prevents me from efficiently using the many devices I have purchased, and it is becoming increasingly frustrating.

I would greatly appreciate your prompt attention and a definitive resolution to this matter.

Thank you in advance for your support.

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I would like to share an additional and particularly concerning detail regarding the issue I previously reported.

Interestingly, the Zigbee Bridge Ultra device appears to be powered on (the indicator light is active), and when I access the CAM-S2 connected via the ZB Micro, I am still able to view the camera feed without any issue.

However, despite this, all Zigbee modules—including the ZB Micro—are shown as offline within the application. Furthermore, devices such as the ZB Mini R2 appear to be functioning physically (for example, the connected lights can still be turned on), yet they are also displayed as offline in the app.

This inconsistency between the actual device operation and their status in the application is extremely concerning. It creates a serious security vulnerability, as I cannot reliably monitor or control the system through the app.

I kindly request an urgent explanation and resolution for this issue.

3

Idem here.

4

I wouldn’t hold my breath for an immediate reply and/or fix - support has been slowly but steadily absent in replying to such cases for a while now, possibly indicative of the issues many of the users are facing with latest firmware updates..

5

I am truly sorry for the situation you are experiencing.

  1. Please try connecting the ZBBridge-U via Ethernet cable and upgrade to our latest version, 1.19.2. If the issue persists, to help our technicians locate and resolve the problem, you can try accessing the local web interface through the bridge’s IP address in a browser to download the logs, and then send them to me via direct message.

  2. Previous versions did indeed have an issue with incorrect offline status display, causing devices to appear offline in the app while actually being online. This was caused by an error in judging the offline time of sub-devices. We have resolved this type of issue for some devices in version 1.19.0. If you encounter similar situations in the future, please feel free to provide the corresponding Device IDs and Models and submit your logs.

6

Good to see that reverse psychology pays dividends, now perhaps one could promptly reply to the ZBBridge-P thread that’s been also on the rise

7

My device is already connected via Ethernet at all times; however, since it appears offline, I am unable to see or receive the latest firmware updates.

The device is located in a remote area, and unfortunately, I cannot bring it back online remotely. Because of this, I have to physically visit the location on weekends to manually restart the device. Only after restarting does it come back online, allowing me to check for and install any available updates.

I would appreciate it if you could provide a solution or suggestion that would allow me to bring the device online remotely.

8

I understand your situation. We sincerely apologize that we are currently unable to force the device back online remotely. We appreciate your understanding.

To help us investigate and resolve the issue, please follow these steps once you are on-site and connected to the device:

  1. Open a web browser and enter the gateway’s IP address to access the local web interface.

  2. Navigate to the ‘Gateway Settings’ page and click ‘Download Logs’.

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  3. Send the log file to me via private message and include the approximate time when the 、ZBBridge-U went offline.

Upon receipt, we will immediately analyze the logs to identify the cause and work on a solution!