“couldn’t connect to SmartThings service, try again later” on multiple but not all devices?

Devices & Integrations
1

I am getting this error on multiple devices, but not all. The device still reports values but associated routines do not run?

Screen shot

2

Hi @TheVeryFirstLAD

Regarding the routines, is this happening for all the devices that show the “device path” error, or only for some of them?

Could you please share:

  • The names of the routines where you’re seeing this issue, so we can review their configuration.
  • The names of the devices affected by the issue.

Also, could you please enable Impersonation Access for your account? This will allow us to investigate further on our side.

  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 (⋮) 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

Thank you.

3

I tried replying to your email per the instructions but received an error return “address unknown”. Here is what I included in the email:

well, the routine that was not working (Up AC to 73 for high humidity) , started working. not sure what has changed, the device still shows the connection path error.

affected devices:

Aqara Illuminance Sensor T1

upstairs return air Temp Humidity

bfast plug (this one shows offline in the connections path, but I can still turn it on/off from the app?)

The rest of the devices (40+) either show a good path to the hub, but many do not display anything about a path to the hub? (maybe they are zwave?)

This email address for the forum is the same one used for registration of the hub/account

I have enabled your access.

4

Regarding the devices showing as offline, could you please share a screenshot of what you’re seeing in the app?

That will help us better understand the behavior and compare it with the information we’re reviewing on our side.

5

IMG_4039.png1179×2556 127 KB

6

Are you done working on this? All my zigbee devices are displaying a path to the hub now.

7

Thank you for the update.

I haven’t received any updates from the team yet. However, it’s good to hear that all of your Zigbee devices are now displaying a path to the hub.

If you notice the problem again or encounter any related issues in the future, please feel free to report it and we’ll be happy to investigate further.