Overview
When encountering the 33-504 error while claiming a SmartThings Hub 2018 (IM6001-V3P) or an Aeotec SmartThings Hub, the following root causes may apply:
Your hub cannot access the internet over Ethernet or Wi-Fi connections
Hubs manufactured before April 2024 may not have received firmware updates after production. If a Hub has not been claimed by March 2, 2025, it may not have been updated before purchase or activation.
The following steps could be attempted to claim your hub successfully.
Verify Internet Connectivity:
Please verify the following:
- Your hub can connect to the internet
- If claiming over Ethernet, the LAN is internet-connected
- If claiming over WiFi, the access point selected is internet-connected
- Your mobile device is connected to the internet
Hubs Manufactured Before April 2024 Without Certificate Updates
Starting March 2nd, 2025, hubs manufactured before April 2024 may require manual steps during setup to complete the claiming process. This is due to a gap in the manufacturing schedule where some older 2018 Hub and Aeotec Smart Home Hubs were manufactured with certificates that expired on March 2nd, 2025.
While we have made significant strides in ensuring hubs are updated before reaching customers, we recognize that some units, particularly those manufactured earlier and left unclaimed, may still encounter this issue. We appreciate your understanding as we work to minimize its impact.
Affected users will need to temporarily configure their local network during the claim process to complete the setup for an affected hub.
For these hubs, blocking NTP traffic during hub claim can allow the hub to connect to the hub firmware update server. This does require administrator access to your router and the ability to set Access Control Rules. The following steps outline how users with the necessary permissions and equipment access can proceed:
- Locate the steps provided by your home network router manufacturer to access the Router Settings / Admin Interface.
- In your Router settings, navigate to Access Control Rules and create a rule to disable UDP port 123 (NTP). Please be sure to set only the source port as 123 and do not specify a destination port.
- Factory reset the SmartThings/Aeotec Hub.
- Go through the standard onboarding/hub claim process outlined in the hub documentation provided with the device.
- Once the hub has successfully onboarded, remove the Access Control Rule created to block UDP Port 123. At this time, the hub should have updated its firmware to the latest supported version.
** If blocking the NTP port is not functional, another option some users have had success with, is blocking URLs for your specific region within the Access Control or Parental Controls. Here is a guide to find your NTP server for your specific region:
pool.ntp.org: NTP Servers in Global, pool.ntp.org
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