SmartThings Frequently Asked Questions for Texas, SmartThings

SmartThings FAQs

  • Why is the temperature reading on my SmartSense Multi off?

    The SmartSense Multi is equipped with an internal temperature sensor to help you monitor and control local temperatures. The sensor within the Multi is rated to be accurate plus or minus two degrees Fahrenheit. However, if the Multi experiences wide temperature swings, range or interference issues, it can temporarily report more imprecise readings.

    Pulling the batteries out of the Multi and re-inserting them will help the sensor re-calibrate although the fix may not be...

  • Why isn't my app asking me for a welcome code?

    When you receive your Hub, there will be a card in the box with a unique six-digit welcome code on it that you will use to activate your Hub. To activate your Hub, first make sure it's plugged in both via micro USB and Ethernet cable.

    If you're getting started for the very first time, the app should walk you through what to do. But if you downloaded the app before you got your Hub just to check it out, you might not be prompted to enter your six-digit welcome code when you try to activate your hub. In this situation, follow these steps:

    1. Open the left menu by tapping the icon on the top left
    2. Tap the gear icon next to the name of your location ("Home" for instance)
    3. Scroll down and choose "Connect a Hub Now"
    4. Enter a name for your hub
    5. Enter your welcome code
    6. Select "Create New Hub"

If you're still having trouble, please send an email to

  • What are the blue exclamation marks after I add a device?

    The exclamation mark just means that you haven't set up or configured one of your SmartThings devices. It is just a friendly nudge to encourage you to name each of your sensors so that you can get the most out of SmartThings. Naming all of your devices makes it much easier to configure SmartThings to do what you want. To make the exclamation mark go away, simply click on it and then name and configure the...

  • Even though I've connected my Hub via ethernet, why does the app still say it's inactive?

    If you think your Hub is inactive, check out these troubleshooting tips. Try one, try them all, whatever you like - as long as you get your hub back online.

    1. Make sure your hub is plugged in.
    2. Check your Ethernet cable. The connection may be loose or the cable itself may be defective. If your Hub is offline, or it keeps going inactive, please take a moment to check that the Ethernet cable is securely connected. If it is, try connecting your hub to your router through a different Ethernet cable entirely.
    3. Make sure you have a reliable Internet connection and check other locally connected devices to make sure there isn't an issue with your Internet Service Provider (ISP).
    4. Reboot the Hub by unplugging it from both Ethernet and micro USB for 30 seconds and plug them back in.
    5. Try plugging your Hub into a port directly on your Internet router, not on a repeater.

    If none of this works or if want someone to talk to, email support@smartthings.com, and we'll help you out. When emailing, please let us know the color and behavior of the LED on the back of your Hub for further...

  • What do the LED colors on the back of my Hub mean?

    When you plug in your hub and connect the Ethernet cable, the LED in the back will flash some pretty colors that are perfectly normal. It will quickly display red as your hub boots up, blink blue for a moment while it connects to the SmartThings cloud, and finally settle on solid green indicating everything is connected and ready to go. All told this shouldn't take more than a few moments and again, is completely expected when connecting the Hub.

    If your hub is inactive (offline) however, then the LED on the back of the Hub can give you some insight into where the breakdown might be.

    • A blinking blue light means your hub is having trouble connecting to your local network. This is typically a basic Ethernet connection issue. Make sure your Ethernet cable is plugged into the back of the hub securely, and not loose. You can also try swapping the Ethernet cable for another shielded model in case the one you're using is defective.
    • A steady blue light means the the hub is trying to connect to our servers. Usually this is a problem with outbound traffic from your network being blocked. Double check your network settings and be sure to open ports 9090 and 443.
    • A steady green light means the hub is connected and ready to go. If you have a steady green light and your hub still says it's "Inactive," try restarting the app and contact support if that doesn't clear it up.
    • A blinking green light means your hub is in join mode and looking for devices that are trying to connect. Nothing wrong here. The blinking will stop if you back out of the "Connect a Device" screen.
    • A double blinking green light means your hub is in Z-Wave exclude mode and looking for a connected Z-Wave device to remove. Again, nothing to get all worked up over.

    If you are having difficulties with your hub or devices, first try power cycling the hub. A good old fashioned reboot will often clear up most connectivity issues. Simply unplug the micro USB and disconnect the Ethernet cable for a couple minutes and then plug them back in.

    If you still need assistance, contact support@smartthings.com for...

  • Why can't I locate my devices in the Smartthings mobile app?

    If you've already activated your SmartThings Hub and connected a few devices but can't find them in the mobile app, you're probably experiencing one of two problems.

    1)You may be logged in on the wrong account.

    Try logging out of the mobile app and logging back in with the email address you used to originally create your SmartThings account. Make sure you select "Log In" rather than Sign Up." Signing up will create a new SmartThings account entirely.

    2) You may be looking at the wrong location.

    Try switching to another location through the following steps:

    1. Go to the left menu by tapping the icon in the upper left corner of the mobile app
    2. Tap the "V" icon next to your location name
    3. Select the corresponding image for your correct location

    Remember, to see the devices you have connected to your hub tap "Things" from the Dashboard.

    If you're still having trouble locating your Things, contact support@smartthings.com, and we'll go searching for them...

  • What if my Power Goes Out or I Lose my Internet Connection?

    The current version of the SmartThings Hub requires a persistent Internet connection in order to communicate with the SmartThings Cloud. Your hub must be connected via Ethernet and micro-USB in order for your hub and connected devices to function properly.

    In the event that your Internet connection cuts out, or your SmartThings Hub loses power, your hub and Things will not be controllable until the connection/power is restored.

    In the long-term, we do hope to implement some level of local control between the SmartThings Hub and connected...

  • How can I reset my welcome code?

    Each SmartThings Hub is designated a unique, six-digit welcome code that must be entered to activate your Hub. This welcome code intended to be used one time only. You may need to have your welcome code reset if you are using a pre-owned Hub (such as one bought from Amazon Warehouse Deals or eBay). In these cases, you may see one of the following messages:

    • "No unclaimed Hub found for that welcome code"
    • "Invalid welcome code"
    • "ZigBee ID must be unique"

    Please contact support@smartthings.com and provide your 6-digit welcome code and serial number (on the bottom of the Hub, immediately under the barcode) if you are receiving these error messages or if you think you need your welcome code reset.

    Note that resetting your welcome code simply allows you to activate your Hub again. It does not reset the Hub itself or any devices you have connected to the hub. If you feel your Hub is not working as expected, please contact support@smartthings.com for...

  • Why won't my SmartPower Outlet connect?

    Connecting your SmartPower Outlet is as simple as telling the SmartThings mobile app you'd like to connect a new light/switch and then plugging it in. However, in cases where you have deleted the SmartPower Outlet and need to reconnect it to your Hub, you'll need to perform a factory reset of the device before it will successfully reconnect. To do so, follow these steps:

    1. Make sure the SmartPower Outlet is removed from your SmartThings Hub in the mobile app
    2. From the Dashboard, tap on the (+) icon to access SmartSetup
    3. Tap "Switches/Dimmers" bringing you to the associated Things page
    4. Tap "SmartPower Outlet"
    5. Tap the "+ Connect Now" banner at the top
    6. As you plug in the outlet, hold down the button on the face of the device
    7. As soon as the blue light turns on, release the button (*NOTE: If you don't remove your finger as the instant the blue LED light comes on, it will not successfully complete the factory reset process*)
    8. The LED should temporarily start blinking, and once it connects, it will stop, and the mobile app will indicate it has found a device

    If you continue to have trouble, please contact support@smartthings.com for...

  • Why won't my SmartSense Motion connect to my Hub?

    The SmartSense Motion is an indoor motion sensor you can use to monitor activity inside your home. If you've already removed the pull-tab and tried connecting the Motion to your hub, you're going to have to connect it manually.

    First, reset the Motion (this will require a small, Phillips head screwdriver):

    1. Take out the screws from the bottom of the Motion's enclosure using a small, Phillips head screwdriver
    2. Make sure the batteries are securely in place
    3. Hold down the small white button at the bottom of the circuit board for about six seconds until the LED goes out

    Next, put your Hub in "Join Mode:"

    1. Try to be within 15 feet of the hub
    2. From the mobile app, tap the (+) icon toward the bottom of the Dashboard page
    3. From the SmartSetup page, tap "Connect New Device"
    4. Press the small white button at the bottom of the Motion's circuit board once (no hold, just a normal firm press)
    5. If the device isn't discovered after 30 seconds, push the button a few more times in two-second intervals
    6. Finally, once the app shows a device has been found, put the cover back on the Motion and re-fasten the screws

    If you're still having issues connecting your SmartSense Motion to your Hub, please e-mail

  • Why is my SmartSense Motion stuck showing Motion or No Motion?

    If your SmartSense Motion is stuck showing "Motion Detected" or "No Motion," there are a few things you can try to get it to cooperate.

    1. The motion sensor may be out of range. Try moving it closer to the Hub. The SmartSense Motion itself works as a Zigbee range extender if you plug it in via micro USB. If you have another one handy, plugging it in will enable it as a repeater and extend the range of your network. Try plugging it in between the troublesome motion sensor and the hub to see if that helps.
    2. In some rare cases, having an old SmartPower Outlet (Smartenit) plugged in can interfere with the motion sensor's ability to communicate with the Hub. To test this, simply unplug the outlet for a day and see if the motion sensor checks in. If that works, contact support@smartthings.com for more tips on troubleshooting your old SmartPower Outlet.
    3. Try removing and re-connecting the SmartSense Motion to your Hub. Often resetting and re-connecting the device can clear things up.
    4. The batteries could be dead. If you can, try swapping them out for replacements to see if that helps. The SmartSense Motion uses standard AAs.
    5. The battery contacts may be out of position or not seated properly. Pushing them in a bit can sometimes reestablish the necessary contact. Also make sure the batteries aren't backwards. These devices are assembled by hand so honest mistakes can sometimes happen.

    If you've tried these steps and your SmartSense Motion still isn't working, please contact our support team at support@smartthings.com for...

  • Why won't my SmartSense Multi connect to my Hub?

    The SmartSense Multi is an all-in-one contact sensor, temperature sensor, and accelerometer. If you've already removed the pull-tab and tried connecting the Multi to the Hub, you're going to have to connect it manually.

    First, you need to reset the Multi.

    1. Press the push-tabs on either side of the Multi and remove the cover
    2. Make sure the batteries are securely in place
    3. Hold down the small white button at the bottom of the circuit board for about six seconds until the LED goes out
    4. *Note: If you notice the LED lights up, it could be a case of bad batteries or the metal clamps may be out of place. Try removing the batteries and then firmly pinching the ends of the clamps together until they snap back into place, then re-insert the batteries. If the LED still won't come on, try a new set of batteries (and yes, they are AAAAs that you can buy at the hardware store).*

    Next, put your hub in join mode by tapping the (+) icon then selecting "Connect New Device."

    1. Make sure you're within 15 feet of the hub
    2. Press and release the small white button at the bottom of the Multi's circuit board
    3. If the device isn't discovered after 20 seconds, push the button a few more times in two-second intervals.
    4. Finally, once the app shows a device has been found, put the cover back on the Multi.

    If you're still having issues, please contact support@smartthings.com for...

  • Why is my SmartSense Multi stuck on Open or Closed?

    If your SmartSense Multi is stuck in a particular state, there are a few things you can do to correct it:

    1. The Multi may be out of range. Try moving it closer to the Hub. If you have a SmartSense Motion, plugging it in will enable it as a repeater and extend the range of your network. Try plugging it in close to the Multi as this can help the device to report more reliably.
    2. In some rare cases, having an old SmartPower Outlet (Smartenit) plugged in can interfere with the Multi's ability to communicate with the hub. To test this, simply unplug the outlet for a day and see if the Multi checks in. If that works, contact support@smartthings.com for more tips on troubleshooting your old SmartPower Outlet.
    3. Try removing and reconnecting the SmartSense Multi to your Hub.
    4. The batteries could be dead. If you can, try swapping them out for replacements to see if that helps. Yes, they are AAAAs (as in four As). You can find them on Amazon.com or at most hardware stores or electronics vendors.
    5. The battery contacts may be out of position or not seated properly. Pushing them in a bit can sometimes reestablish the necessary contact. Also make sure the batteries aren't inserted backwards.
    6. The magnet inside the smaller portion of the SmartSense Multi can sometimes favor one side of the enclosure. If your Multi is stuck on "Open," try flipping the contact around so the other face is making contact with the bigger sensor portion.
    7. If you're using the Multi on your garage door, it may not be mounted properly. Make sure you have the flat, larger face of the Multi sensor mounted on the door, vertically, without the magnetic contact.

    If these steps don't fix the issue, please contact support@smartthings.com for...

  • Why does my SmartThings Android app keep crashing?

    In most cases, there are a few simple steps you can perform to fix crashing issues with the SmartThings Android app.

    1. Open Android "Settings"
    2. Scroll down and select "Application Manager"
    3. Under "Downloaded,"" scroll down to select "SmartThings"
    4. Select "Clear Cache" and then select "Clear Data"

    In most cases, your app will be able to load now without issue. It's worth noting that if you were previously logged in to the app you'll have to log back in at this point.

    Depending on the Android version you're using, or even who manufactured your phone, these steps might vary slightly. If you can't find or access the "Application Manager," try "Apps" or feel free to contact support@smartthings.com for assistance.

    If these steps do not work, try uninstalling and re-installing the SmartThings mobile app. If you still run into trouble, please contact support@smartthings.com for...

  • Does the SmartThings Hub have to be connected to the Internet?

    Yes. We believe in a "Cloud First" approach, and that requires a persistent Internet connection for normal...

  • What is the SmartThings Hub?

    The SmartThings Hub is the brain that turns your world into an internet of things. Your SmartThings Hub provides connectivity to other SmartThings, third party devices, and the SmartThings cloud via an Ethernet cable. This micro-USB powered station currently supports ZigBee, Z-Wave and IP-accessible devices. The SmartThings Hub is intended for indoor use only.

    Its overall size is 4.3" x 5.6" x 1.3". Its power source is a micro-USB port - a 6' cable and power adapter are included with the Hub.

    You can download the SmartThings Hub User Guide.