Hello,
We got a customer with a Aeotec/Smarthigns hub.
He lost all devices and configs…
We do not want to add all devices again.
Is there a procedure to recuperate a backup copy?
Regards.
just to confirm… did they check the Advanced Web App?
As far as backups… you may want to reach out to ST Support. While there is a backup of a hub, I do not know what happens if all the devices are lost. If the system creates a new backup after the devices disappear then I do know if that would be of any use. Is the hub still online? Definitely do NOT delete the hub from the system. Once you delete it… the backup would be erased as well. There is a Hub Replace but it would require a new hub. But again, reach out to Support first before doing anything.
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Hi @Chemy
Could you provide support access to your account, please?
- 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.
Thanks!
Could you clarify whether the devices were eliminated or if they simply disappeared on their own?
Support Acces provided.
I send you emial via DM. Thanks.
I t is not clear what happened. My customer added the camera…and he says he did nothing, but I see he changed the Hub Name, added latitude/longitude coordinates etc… I guess he readed the Hub via QR code or something like that. Point is, all adde devices disapeared…
I do not see how to send you a DM…
I Opnened case number; Case Number: 00334817
Hub EUI : D052A8D465xxxxx
Hub ID: b50febcc-c31c-4571-bca2-bd2xxxxxxxxxx
Serial Number: xxxxxxx3504