I need help, having stupidly deleted my main V2 hub, and all the associated devices I’m attempting to add them back onto another hub. Prior to the deletion I had approx. 270 devices.
after adding some devices I assume around 30 or so, I am now getter the cannot add over 300 devices error. but according to my.smartthings.com I only have 160 devices installed
Hi @Jeff_Gallagher
Thank you for the details. Since you’re seeing a discrepancy between the number of devices you’re trying to add and what appears in the SmartThings web interface, I recommend clearing your browser cache
Can you enable support access to your account so I can check its details, please?
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (⋮) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
Thanks, the Application on my devices now recognize the correct number of devices. I just need the welcome code for my V2. I’ve logged it with support
Sorry but I’m back having this same issue. Still trying to rebuild my system after my deletion error. However I only have 247 devices linked to my location. But I’m getting the over 300 device limit error. So I can only assume that there are still a lot of phantom devices on my account that I can’t see. I’ve provided access to the logs. If you can can a look after the weekend
Thanks Jeff
I had tried to reply to your support desk ticketing system but I’m getting bounce backs from GMail. The address may not be able to receive emails
@Itati I’m still getting nowhere with your support them, they have escalated the call, as there was no response after 72hrs, but sill a week later and nothing back. I’ve granted access to my.smartthings.com, and in my.smartthings.com it is currently saying 248 devices are in 18 rooms, 4 devices are not in a room; 243 online | 9 offline
But I cannot add any devices getting an error of saying over 300 devices. So something isn’t right.
Could you let me know which Hub you’re trying to add the devices to? This information will help the team investigate further.
I’ve reviewed your account and can see a total of 288 devices registered.
Hi it’s the Duleek location only. I went and bought a second hand v2 and I’ve set it up in a separate location called ewe devices.
That location should have around 250 devices and 4 hubs included a TV. Doesn’t matter what hubs I try to add to in Duleek same result.
I’ve deleted all the devices in my test location and added a link to eWeLink cloud to bring Duleek up to 260 devices. I’m back getting the 300 device limit error. If you can llet me know if you can see the same thing
Thanks for the information. I’ll review it with the team and let you know of any updates.
Still nothing back from the support line. I’m expecting a call back from them, would I be better off just closing the call with the service desk ?
Hi @Jeff_Gallagher
A ticket has been created with your issue and the team is currently reviewing it. I’ll let you know as soon as I get any feedback from them.
Thanks what’s their normal response time. I’m starting to get devices dropping off the network and I can’t add them back on
Hi! Our engineering team has reviewed your issue and provided the following feedback:
Each physical device can have multiple child devices or components, which we call Edge child devices. These count individually toward the 300-device limit.
This means that even if you see fewer physical devices, the system may register more entries due to these internal components.
Hi, Your explanation makes not sense. Prior to me deleting my hub in error I was comfortably able to hold all my devices. But now I cannot add them all back so either this is a new restriction or just an excuse. Can you please ask them to check again.
Of course, I’ll be happy to follow up. The engineering team is currently validating this, and I’ll let you know as soon as we have an update.
Bear in mind, you can be over the limit okay if it happened before the limit was imposed. I have over 450 devices on one hub - and slowly shrinking as devices fall offline as I cannot add them back.
It sucks, but it is what it is.
I only added a new device within the last month or so. Unless they have changed the rules again. It wouldn’t be the first time. Every update it seems that they are reducing the capabilities or their software for some reason.
I could imagine that reinstalling certain devices that were originally installed prior to the switch from using components to Edge child devices would indeed result in an increased number of devices. However isn’t the whole point of Edge child devices that they behave just like any other devices? So you would know all about them if you had any because they would be listed and counted.