Connector+ App devices (Smart Blinds) status not updating in Smartthings in real time

Devices & Integrations
, ,
1

Hello Everyone,

I have been using the Connector+ app (v3.0.6) to control our Smart Blinds, which has integration with SmartThings, and I have had it working for years now, but suddenly, I started noticing every time the blinds change it status (close, open) it does reflect that in real time within the Connector+ App, but ST never gets the real-time status updated. I must force the ST by doing a refresh on each device to reflect the real status.

I have already removed the integration and re-added it, but no luck, and this is making this really confusing because if we are not at home and we check ST, we notice blinds open or partially open, but they are closed for sure (checking via the Connector app)

Is this something ST can check, if it is something within the integration itself, or from the Connector app sending the status via that integration?

Thanks for the assistance and guidelines

Cheers!

2

If you haven’t already, you should open a ticket with ST Support which you can do in the ST app by tapping on Menu and select Contact us. You will be assigned a ticket number that you can give ST staff when they reach out to you on this forum. I would also recommend reaching out to the other support for the Connector+ app as it could be an issue on their end.

2 Likes
3

In addition to what @jkp mentioned, could you please enable access to your account so we can validate some details?

  1. 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.
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (â‹®) and choose Settings
  4. Toggle on Account Data Access
  5. 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.

More info about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support

1 Like
4

Hi @Itati

Thanks for checking on this.

  1. Yes, the email is the same I am using on the forum (the @hotmail.com one)
  2. I have enabled the support account access and set it to “until turned off”.

A little example is today around 6:07 am (MDT) for Persiana Cuarto, where the shade should open to 100% and be marked as “open”, but even when the ST app shows it as 100%, it never marked it as “open”. Currently, it is shown as “partially open”; that is the inconsistency I am seeing and the reason I posted here.

But when I access the Shade in ST and refresh the page, right away it’s marked as “open” (did that on Persiana Sala)

PD:

1-Happens the same way when they are fully closed, and it happens to all the shades

2-Same behavior on iOS (1.7.41.12) and Android (1.8.41.23) ST apps.

3-Removed and re-added the integration. Same behavior.

4-Status on the Connector+ app is accurate every time. If it’s fully closed, it shows as closed; if it’s fully open, it shows as open.

Hope this helps,

Let me know if anything else is needed :slight_smile:

Thanks in advance for your assistance

5

Hi @ascernas77
We’re currently seeing events sent by the partner with the status “partially open”, which suggests that this status is being determined on their side.

To help us confirm this, could you please try the following:

  • Perform the action again and share the timestamp of that attempt.
  • Then, refresh the status and share that timestamp as well.

This will allow us to verify whether the partner is sending the updated “open” status.

Thanks in advance for your help!

1 Like
6

Hi @Itati

Today at 5:17pm MST it ran an automation on ST to open the “Persiana Juegos” to 8% (it was closed) and I can see from the ST shows 8% as it should.

At 5:22pm MST I manually closed the shade via Connector+ app and status is closed on that app.but on ST still at 8% and marked as “partially open”, then at 5:24pm I refreshed the ST app on that shade itself and updated to Closed

PD. During the event, I closed and reopen ST app to get a real Tim refresh everytime, but status didn’t update until I manually pushed.

1 Like
7

And at 5:47pm there is a ST routine to close the shades and the Persiana Oficina still showing “partially open” even when Connector+ app shows as “closed”

1 Like
8

Hi @ascernas77
Could you please confirm if you removed the integration and added it again?

We’re asking because we’re not able to find the logs for the timestamps you mentioned, so we want to verify if this might be a new setup or a different integration.

If that’s the case, could you also confirm whether the issue is still happening?

Thanks!

9

Hi @Itati

Yes! I did it and still seen inconsistency

The reason I did is because finally I got a word from the Connector app support and this is so far what they said:

+++++++++++++++++++++++++++++++++++++

“Hi Alejandro,

Thank you for reaching out.

Actually we encountered some unexpected errors that caused the status report to show as nonfunctional a few days ago. Everything should be work properly now.

Could you please provide your Connector account? Our team can double check once we have your account information”

+++++++++++++++++++++++++++++++++++++

So I shared my account info and still waiting for their response on that and also that even after redoing the integration I still seeing inconsistency

Thanks for your support. Please do not close this thread yet as there is not any final word on what is causing this or where.

1 Like
10

Hi Alejandro,

Thanks for confirming. We’ll keep the thread open.

1 Like
11

Now they stopped responding :frowning:. Haven’t hear since a week now

12

Hi @Itati

I got a word from Connector support team, but basically they are telling only what is happening but not giving any solution as of now

+++++++++++++++++++++++++++++++++++++

The status mismatch is caused by the different definition of position percentage between Conenctor and Smartthings.

Connector: Open —> 0%; Closed —> 100%;

Smartthings: Open —> 100%; Closed —> 0%;

Therefore, the percentage displayed will be opposite when the blinds are partially open.

+++++++++++++++++++++++++++++++++++++

What I don’t understand and it’s something I asked to them too is, why it was working just fine before and now there is this inconsistency

Hope this helps

13

Hi Alejandro,

Thanks for the update.

Since you’re already working with the Connector support team, we recommend continuing with them for now to avoid crossing information and ensure a more efficient resolution.

If at any point you stop receiving support or need additional help, please feel free to reach out and we’ll be happy to assist.

Thank you.

1 Like
14

Hi @Itati

They stopped responding me. What I shared was the last words they told me and unfortunately I am still seeing inconsistency on status reported.

let me know if there is anything we can do froM this side of the equation :smiling_face_with_tear::folded_hands:t2:

Regards,

15

Hi,

Could you please repeat the steps we previously requested and share the timestamps (including the timezone) of your latest attempts?

This will help our team review the logs again and continue the investigation.

Thanks!

1 Like
16

Sure @Itati

Scenario:

Time zone: GMT-6

At 12:54pm local time shade closed per routine and I can clearly see that on shade history on Smartthings (below)

IMG_5049
IMG_50491170Ă—2409 801 KB

But as shows above it never receive the “closed” state and only got “partially open”, even when the shade on Connector app show as closed (See below)

IMG_5047
IMG_50471170Ă—379 387 KB

So, in order to update or get the real state I have to refresh the page and at that moment the state change to Closed as it should.

Also the state gets updated if I go to the integration (linked services and do “Refresh” from there.

So I did the above workaround at 1:14pm and history on Shade from Smartthings app show the following:

IMG_5052
IMG_50521170Ă—2360 106 KB

Hope that helps

1 Like
17

Hi,

Thanks for sharing all the details and test results. I’ve already passed this information along to the team for further review.

As soon as I receive an update from them, I’ll let you know right away.

1 Like
18

Hi @Itati

Any update by any chance?

I noticed there was few days when the sync between Connector and Smartthings worked perfectly but since about 3 days ago started again the problem. So, something was fixed and got broken again.

19

Hi,

I’ve already reached out to the team regarding this. As soon as I have an update, I’ll let you know.

Thank you!