500 Internal Server Error: IDE Devices Unavailable

General Discussion
1

I just started getting the 500 Internal Sever Error on the IDE and my devices are not showing up along with the “Something’s Wrong” on the classic app under “My Home”. Earlier I added an ESP8266 via ST Anything so I could integrate my alarm system into Smartthings. When added, I got a duplicate on the child device “Alarm” part so I deleted the Device but the alarm child device stayed. I tried deleting it again using both the app and the IDE and it finally disappeared. When it did, is when I started getting the 500 error and my device lists are not populating. I did some searching around on this site and found a few similar problems but I don’t know if its corruption on ST end or what. Any ideas what could have caused this and possibly a fix for it?

Edit: This is the message I get on the IDE:

500: Internal Server Error

URI/device/list

Reference Id 3398d0d4-3681-419a-a26d-0b9dd4ad2b38

Date Fri Aug 09 00:48:13 UTC 2019

2

I was adding a Zooz Zen25 dual plug with USB using their device handlers. I added 2 plugs without issue. I went to add the 3rd plug, but it kept having errors while adding it.

Then I tried to exclude it after an error and now I can’t get into my hub, either with the Classic or new app. The new app says that my hub is offline. The Classic app says that “Something’s Wrong”. The IDE shows the following under “My Hubs”:

Error
500: Internal Server Error
URI: /hub/show/a7359e71-3c86-442f-8461-a11d5c56ce3e
Reference Id: c9be11fd-44d5-4cf3-b13a-7b1af2b2d930
Date: Sun Aug 25 21:58:11 UTC 2019

And under “My Devices”:

Error 500: Internal Server Error
URI: /device/list
Reference Id: 77fa987e-e65a-4c8c-bcd4-9df50389de0d
Date: Sun Aug 25 21:59:38 UTC 2019

I can control some devices with both apps, but I can’t get into my hub or add any other devices.

3

I have a ticket open with SmartThings support for the last week, but have heard crickets from them. Anyone else having a similar issue?

4

how did you solve it?

5

Try logging into IDE at https://account.smartthings.com using an incognito/private tab in your browser

6

I’ve already tried… for this one, by anonymous tab, another browser, clear cache… and nothing

7

More details on what you are doing when you get the error? Open a ticket with ST support.

8

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9

I opened it… they asked me to try all of this and I related it and they didn’t say anything else

10

Tagging @Brad_ST @garrett.kranz

11

Thanks! wait to see if they help me with this

12

@Brad_ST my ticket 1207048

13

help @Brad_ST @garrett.kranz

14

There were two corrupt device records for “Child Switch Health” that had to be deleted. It should work now.

1 Like
15

wonderful!!! thank you so much. Solved my problem. Is there anything we can do if this happens again?

1 Like
16

You are welcome. I am unsure of a user-facing fix for the issue. I believe you would need to contact support and ask for your issue to be escalated to the team that can fix the device list.

17

thank you my friend. Big hug

1 Like
19

Hi @Brad_ST @garrett.kranz, can you please help me to resolve this error? I opened the ticket #1305221, thanks.
My account ST is reinaldots@live.com.

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20

This is fixed. There was a corrupt device record for a child switch named “Luz do quarto 2”.

2 Likes
21

Hi @Brad_ST, I understand what happened. Thank you very much for the support, I just checked and it was solved.

2 Likes