Support for Allterco

    • Official Post

    Hello Shelly Community,

    Allterco needs support from the community, but that only applies to affected customers.

    In order to fix the error (Shelly devices go offline) Allterco needs the following information from you:


    Which devices go offline sporadically?


    Your mask to fill out:

    • Shelly Typ:
    • Device Mode (if Shelly Type is Shelly 2.5 )
    • Firmware Version:
    • Router or AccessPoint:
    • Static IP or DHCP:


    Example answer 1:

    • Shelly Type: Shelly Plug S
    • Device Mode (if Shelly Type is Shelly 2.5) :
    • Firmware Version: 1.9
    • Router or AccessPoint: Fritzbox 7590
    • Static IP or DHCP: static IP


    Example answer 2:

    • Shelly Type: Shelly 2.5
    • Device Mode (if Shelly Type is Shelly 2.5) : Shuttermode
    • Firmware Version: 1.83
    • Router or AccessPoint: AP Ubiquiti
    • Static IP or DHCP: DHCP



    NOTE: This is not a discussion thread, all posts that do not relate to this specific question will be deleted.We don't want to discuss, we need a clear overview so that we can transmit or provide the data to Allterco.

    Mit freundlichen Grüssen / Kind Regards,

    Detlef Mertsch

    Owner & Administrator Shelly-Support.eu / Support Team Allterco

    ---------------------------------------------------------------------------------------------------------------------------------------

    T-VDSL 100 / Fritbox7590 / Shelly 1 / Shelly 2.5 / Shelly 1PM / Shelly Plug S / Shelly 3EM / Shelly H&T / Shelly Vintage / Shelly Duo / Shelly Flood / Shelly RGBW2 / Shelly Dimmer / Shelly EM / Shelly 3EM / Shelly DUO GU10 / Shelly Button1
    HUE / Essentials / Raspberry 3b / Home Assistant / Synology 415+


    KEIN SUPPORT VIA PRIVATER NACHRICHT (KONVERSATION) / NO SUPPORT VIA PRIVATE MESSAGE (CONVERSATION)


    • Shelly Type: Shelly 2.5
    • Device Mode (if Shelly Type is Shelly 2.5) : Relay
    • Firmware Version: 1.9.2
    • Router or AccessPoint: ZYXEL VMG8825-T50 (By T-Mobile NL)
    • Static IP or DHCP: Static IP

    I also have 2 Shelly 1's, but they never stay disconnected. They always reconnect after a couple of seconds.

    • Shelly Type: Shelly 2.5
    • Device Mode (if Shelly Type is Shelly 2.5) : Shuttermode
    • Firmware Version: 1.9.2
    • Router or AccessPoint: AP Ubiquiti: UDM + FlexHD
    • Static IP or DHCP: Static IP

    I have 17 Shelly 2.5 in Shuttermode, all with the above configuration. Only 5 of them lost the IP (always the same devices and still visible in Unifi panel), they only connect again after a power cycle. Signal strength is good.

    • Shelly Typ: Shelly 1PM, Shelly 2.5, Shelly Dimmer 2
    • Device Mode: 2.5 is in shutter mode
    • Firmware Version: 1.9.2
    • Router or AccessPoint: Ubiquiti USG and Unifi AP AC Lite
    • Static IP or DHCP: static IP

    Since updating to 1.9.2 all my devices are losing connectivity after some time. Reconnect from the Unifi panel brings them back. I started testing 1.9.3-rc3. It seems better, but I'm not sure (needs more time).

    • Shelly Typ: Shelly 2.5
    • Device Mode: Relay
    • Firmware Version: 20201128-102046/v1.9.2@e83f7025 AND 20201216-140131/v1.9.3-rc4@146c9bd7
    • Router or AccessPoint: Unifi UDM Pro - latest firmware
    • Static IP or DHCP: Static IP, and I've tried turning off the DHCP server for the entire VLAN
    • I have ~30 Shelly 2.5 and I get about one disconnect per day. The only way to reconnect is to kill power to the Shelly
    • Shelly Typ: 1PM
    • Device Mode (if Shelly Type is Shelly 2.5 )
      Firmware Version:1.8.3, 1.9.2, 1.9.3rc5
    • Router or AccessPoint: Unifi AP AC Pro + Unifi UDM
    • Static IP or DHCP: Static IP

    My device always connects after cutting the power and bringing it back. But, as soon as i turn on the device ONCE it disconnects. The device is used without any switch.

    Interesting is that when i disconnect the load (only N+L1 connected) i don't have this disconnect problem.

    I've now replaced it with a Dimmer 2 and that works as expected reporting a load of 8W (still no switch attached).

    Edited once, last by mgzon ().

    • Shelly Type: Shelly 2.5
    • Device Mode : Shuttermode
    • Firmware Version: 1.92
    • Router or AccessPoint: AP Ubiquiti Ac-Lite/AC-Pro/ UDM BAse
    • Static IP or DHCP: DHCP Adres Static by UDM

    I`ve got multiple shellys 4x shelly dimmer s / 3 shelly 1 and i`ve got only problmes withe the shelly 2.5


    no problems with other wireless home automation stuff or other shellys.

    • Shelly Type: Shelly 1PM
    • Firmware Version: 1.92
    • Router or AccessPoint: Keenetic Giga 2
    • Static IP or DHCP: Static ip by keenetic Giga 2

    Shelly lose connection with router always about after 24h

    • Shelly Type: Shelly 3EM, Shelly Plug S
    • Device Mode (if Shelly Type is Shelly 2.5 )

    • Firmware Version: latest v1.9.0 (EM3), same with latest beta v1.9.3rc3
    • Router or AccessPoint: Mikrotik 4 APs managed with Capsman
    • Static IP or DHCP: DHCP

    a few days ago I accidently triggered the RCD so full power outage. yesterday the 3EM wasn´t in the wireless anymore. In the logs I see 4 way handshake timeouts. After long pressing button on 3EM I connected to the 3EM AP and configured the wireless client settings and saved. Lost connection again after 1,5h. No cloud, MQTT configured

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    • Shelly Typ: Shelly 1
    • Device Mode (if Shelly Type is Shelly 2.5 )
    • Firmware Version: 1.9.0
    • Router or AccessPoint: Unifi USG / UAP-AC-Pro
    • Static IP or DHCP: Static IP

    I have 14 Shelly 1's installed. All but two have had connection issues.

    • Shelly Type: Shelly 2.5
    • Device Mode : Shuttermode
    • Firmware Version: 1.92
    • Router or AccessPoint: Ubiquiti USG Pro / AP Ubiquiti FlexHD
    • Static IP or DHCP: DHCP by USG Pro

    If I set a static IP (desired setup) it only takes a few hours to disconnect. Same for static IP set by DHCP. The longest runs I get by not specifying the IP at all and letting DHCP define the IP.

  • Your mask to fill out:

    • Shelly Type: Shelly 1
    • Device Mode (if Shelly Type is Shelly 2.5 )

    • Firmware Version: Firmware: 20201124-091217/v1.9.0@57ac4ad8
    • Router or AccessPoint: Asus AX3100
    • Static IP or DHCP: Static

    Continually goes from on/off to unavailable. It returns on its own. (No restart, or power cycle required). When this is unavailable, I am able to connect directly to the Shelly web interface and operate the switch. Home Assistant integration. (Latest version)


    pasted-from-clipboard.png

    • Shelly Type: 2.5
    • Device Mode (if Shelly Type is Shelly 2.5 ) Roller
    • Firmware Version: factory reset
    • Router or AccessPoint: Huawei 311
    • Static IP or DHCP: DHCP

    I installed four 2.5, one does not connect the router, even connecting directly and using the router definitions.

    • Shelly Type: Shelly 1PM (2 of them)
    • Device Mode (if Shelly Type is Shelly 2.5) :
    • Firmware Version: 20201228-093009/v1.9.3@ad2bb4e3
    • Router or AccessPoint: Mikrotik hAP ac
    • Static IP or DHCP: static IP

    I use Shelly with temperature sensor add-on

    https://shop.shelly.cloud/temp…smart-home-automation#312

    Shelly is configured to switch relay on/off depending on the temperature.

    When Shelly loses its WiFi connection the temperature on/off logic stops working too.

    The "Soft reboot when wifi connection is lost" feature is enabled but does not seems to work as intended.

  • Your mask to fill out:

    • Shelly Typ: Shelly 2.5
    • Device Mode (if Shelly Type is Shelly 2.5) : Relay
    • Firmware Version: v1.8.5
    • Router or AccessPoint: Router/DHCP: Sercomm H500-S, AP: Ubiquiti Unifi in-wall hd UAP-IW-HD
    • Static IP or DHCP: Static IP and I tried Static by Router DHCP too

    I have several Shelly 2.5, Shelly 1 and Shelly Dimmer. The problem is always whith two Shelly 2.5, the rest of them have no problems up to now. One of the Shelly 2.5 with problems is next to two Shelly 1pm (in the same electric box), and from time to time (one time per about 15 days) can't get ip address and I have to hard reset it. Maybe the couse of the problem is that is very near other two Shellys?

    • Shelly Typ: Shelly 1
    • Firmware Version: Uncertain, can't get it online again to check.
    • Router or AccessPoint: Unifi
    • Static IP or DHCP: DHCP
  • Shelly Type: Shelly 2.5

    Device Mode (if Shelly Type is Shelly 2.5): Shuttermode

    Firmware Version: 1.93

    Router or AccessPoint: Dream Machine UniFi - Ubiquiti

    Static IP or DHCP: DHCP


    I have around 10 Shellys but only all the 2.5 have the Issues.

  • Same issue with all shellies models.

    They disconnected randomly and if I look for new devices they appear like they are new in the account.

    They have the latest firmware.

    I use the Google Wifi mesh.

    At the beginning, when I only have few shellies, everything worked well, now I have all my house with shellies and I started to have this connection problems.

    Hope Shelly found a solution for this issue.

    Thanks

    • Shelly Type: Shelly 1
    • Device Mode (if Shelly Type is Shelly 2.5) :
    • Firmware Version: 20201228-092119/v1.9.3@ad2bb4e3
    • Router or AccessPoint: Unifi (UAP-AC-LR)
    • Static IP or DHCP: static

    Never had any issues. After updating to the latest firmware a few days ago, the device constantly disconnects from wifi.

    • Shelly Type: Shelly 3EM, Shelly Plug S
    • Firmware Version: latest v1.9.0 (EM3), v1.9.3(plug)
    • Router or AccessPoint: Mikrotik 4 APs managed with Capsman
    • Static IP or DHCP: DHCP

    today around 11:18 3EM and Plug S (flashes blue) disconnected again. Reset with holding button for 12 seconds and rejoining wireless network. maybe the passphrase gets corrupt?