Device limit and adding offline devices

Devices & Integrations
1

I’m over the limit of how many devices I can add. I’ve accepted that limitation begrudgingly but now one of my open/close sensors went offline due to a depleted battery and usually all I have to do is replace the battery and it reconnects but now it’s not automatically connecting and the only way to get it back online as far as I can see is to try and click on add new device, only I can’t do that now. :frowning: Because, well, Smartthings

Is there anyway for me to get this device back online?

Thanks.

2 Likes
2

Which hub do you have? Have you rebooted it?

3

It’s the V2 hub I have. Tried rebooting the hub.

You cannot click on add new device as it simply Says something like it’s reached thr 300 device limit.

1 Like
4

You could create a 2nd location and move some of your non-hub devices such as c2c integration devices to the new location. Then use SharpTools for cross location automations.

5

I could but that’s an absolute hassle , especially given the device was currently working ok. Who’s to say all the other ones won’t start doing this. It’s a nightmare.

6

Hi @jjmucker
Could you enable support access to your account so I can check its details, please?

  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

7

Hi @jjmucker

We reviewed your account and see that most of your devices are LAN devices, and some of them are virtual. Have you tried deleting any of those and then checking if it allows you to install the device that went offline?

8

Thanks. I use all of these. I’d rather keep what I originally had installed. I understand that I can’t add anymore but I’d like to be able to keep what I already have.

1 Like
9

The limit you’re seeing is being restricted by the application, but the way these drivers work is that they are actually added through the backend. Right now, you have 299 devices.

What you can do to confirm that deleting them won’t affect your setup is to create at least 2 virtual devices first, you shouldn’t face any restriction or issue with that. Then, temporarily delete one of them, install the Zigbee device that you need for onboarding, and finally re-create the virtual device.

10

I’m confused. If I only have 299 devices, surely I can click add device and it should let me add one more? Isn’t the limit 300? As you know, I don’t even want to add an actual new device, I just want the one back that was previously installed. Very frustrating.

11

I’m sorry for the confusion and frustration this has caused. We don’t have visibility into how the app is validating the device limit. It has been known to be 300, but there could be a “stale” instance being counted in the background.

We reviewed your account and saw that you deleted one device and now have 298. Were you able to add the device successfully after removing one more?

12

Yes I did actually. Thanks for the help.

So basically, if I want to add anything new I have to remove a device?

Thanks

13

Correct.

Like many others, I’ve been playing the two hub/two location game for years now due to the limit. Thank goodness for SharpTools.