Hi, everyone.
Please, when this kind of issue happens, you need to send the Hub logs right away so they get uploaded to the server and the team can take a look without the fear of losing them since they get deleted every 12 hrs approximately from the Hub or even less depending on how many devices are connected and how chatty they are.
- In the IDE, enter “my hubs”
- Enter the corresponding Hub and go to “view utilities”
- Click on “send” below “send hub logs”
Note: Logs get lost as well when we reboot the Hub so, if you already did that and devices haven’t gone offline yet, the current logs don’t have information about the issue anymore.
After you send the logs, please provide support access to your account:
- Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
- Enable support access to your account:
- 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.