In the past few months, I have been experiencing a very annoying bug. I have quite a few WiFi devices of Tuya origin, mostly lights from LEDVANCE (who run their own Tuya cloud) but also a couple others on generic Tuya.
What happens is that SmartThings reports these devices to be offline even though they are not - they are perfectly operable from the respective native Tuya apps - and there is absolutely nothing that convinces SmartThings to drop the “Offline” status. Refreshing the cloud service link, rescanning the devices, waiting for days to let it figure it out on its own, nothing helps. The only thing that actually brings it back is deleting the device from its native service, then adding it back in as a new device.
The same thing happens when a device has actually been offline. Bring it back, native services instantly work, SmartThings never picks up on the device being back online.
This might be bearable for a single device, but it stopped being an inconvenience and became a problem when all my WiFi smart plugs were fake-offline all at once and couldn’t be brought back. Having to reassign the devices into rooms, place them back onto the 3D map, recreate all the scenes and routines, and all that three times for SmartThings and on top of it Google Home and Alexa, that was no fun at all, took half a day.
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.
My system is already open for access, please see over here:
I’ve left the device “Lampe Pelletkeller” in this limbo state so you have something to look at. This device actually did go offline briefly; LEDVANCE Tuya app redetected it online instantly and operates it just fine; SmartThings just refuses to pick up that it’s back. The brief offline event has been many days ago, so I don’t have an exact timestamp, but I do have that “device is definitely online and working, but SmartThings thinks it is offline” state of affairs.
Thanks for your review and suggestions. Whenever I see another device go not-really-offline, I’ll come back here and add info.
Run “Diagnostics” from SmartThings “Offline Devices”. I’m getting green checkmarks on the first two items, a red checkmark (WHAT?) on “cloud”, and then it stalls forever on the next screen.
Actually turning the device offline and back online once more. The native app and cloud see it go offline and back online, but SmartThings still doesn’t pick up on the status change.
Also, my.smartthings.com says the “Lampe Pelletkeller” was last seen doing something on Dec 13 00:05 CET, and went offline Dec 13 08:40.
Also also (DUH!) I just ran a “ping” command from the same page, which worked, and now SmartThings agrees it is actually not offline.
So … while we please continue to investigate the root problem, I am happy to announce that I now do have a convenient workaround that doesn’t involve deleting devices.
… and finally as my pre-christmas scatterbrain struggles to think in a straight line …
Please refer to the other device “Schreibtischlampe”. This is a smart plug actually (again, LEDVANCE Tuya WiFi), it has not actually been offline, and I shall not be pinging it now so you still have an example.
The other four devices that are reporting as offline actually are offline.
Hi,
We are seeing multiple errors in this integration related to the use of an expired token.
Could you please try performing a state refresh, that is, go to Linked Services and click Refresh after signing in to Smart+.
Please share the timestamp so we can verify whether Tuya is returning the callback correctly.
thanks for the feedback. I have hit Linked Services and done Refresh several times. It didn’t help the symptoms, I’m doing this again right now so you can easily find it. Time is 9:52:00 CET.
I hope this helps, looking forward to your suggestions.
We’ve investigated the issue and confirmed that this partner has been experiencing several token related errors on the platform. Our team has already contacted them so they can work on resolving the issue.
Sorry it’s taken a while to respond - thanks for investigating and working with the vendor to solve it. Thus far I haven’t seen any further incidents of this kind.
Hi, thanks for providing us a channel to resolve issues.
I do have some Tuya light bulbs used to work well with smartthings. Recently they show offline in smartthings but they are actually online in Tuya. Today I unlink and relink my Tuya account with smartthings to see if the issues can be addressed by doing this. Unfortunately, those lighting devices do not show up in smartthings anymore. Please help.
Hi, thanks for reaching out and for providing the details.
It’s important to note that Tuya is the service that sends SmartThings the list of devices that should be discovered by the integration. SmartThings can only create the devices that Tuya reports during the discovery process.
Since some of your devices are no longer appearing after relinking the account, we recommend contacting Tuya support directly to ask why those specific devices are not being included in the discovery response sent to SmartThings.
Additionally, please consider the total number of devices linked to your Tuya account. If there are many devices, the integration may be running into a timeout during the discovery process, which can also result in missing devices on the SmartThings side.