Hi, @Techneck28
I sent you a reply in the DM where you provided more info. I’ll post my question here again:
Could you let me know to which Hub you tried to install the device, please?
The engineering team can find the logs by looking for the Hub’s EUI, and I see you have three different hubs registered in your account that belong to a different location each.
Nope, I don’t have that problem. I hold the reset button, insert the battery, I get a redish bling, I release the button and then it begins to blink blue twice every few seconds
I didn’t see the dm, where would that be?
To answer your question, the hub I’m having problems with is called PA Home
Do you have any more suggestions to fix my problem?
Hi, @Techneck28
Sorry for the delay. The engineering team looked at your logs and there’s a strange behavior shown there, they asked me to double-check with you if you’re using new batteries. If you have tried joining the device several times after you changed them last time, it can wear out the battery fast. (That has happened to me before)
So my problem has now gone on for almost a month. Samsung Support weren’t any help. Promises to call back which never occurred. I kept a tally of the number of times the Samsung motion sensor or multifunction switch failed 73 times in 2 weeks. I am worried that if I buy a new hub it won’t fix it. When Samsung support finally rang me they suggested I take the hub back to where I bought it. That was 5 years ago. Any suggestions are welcome. I just need to know if the hub is faulty before I buy a new one
Hi, @Zaphodthisguy
Did they say something else about why they thought the issue was the Hub, or just mention you should replace it? Do you have the ticket number for this process? I don’t know exactly how support works over the phone. I wanted to see if our team can look at some details about that to avoid duplicating efforts.
The fact that it is multiple devices all offline or not functioning at the same time led us to believe it is the hub. I do have a contact who asked someone they know to help out so I guess I will see whether they can help. I was hoping someone could look at the logs to see why they keep failing. No issues for the last 5 years til a month ago. Makes me think of changing platforms but I like the simplicity of Smartthings (when it works)
So, you’re in touch with someone who might be able to help? Does this mean someone from the
SmartThings’ engineering team is involved?
I can open a new investigation since their feedback doesn’t seem to be based on any real data, but rather on a possible cause.
If you want to wait for the person you mentioned is ok, but for us to open an investigation, I need the following info:
- If restarting the hub makes the devices online, please do so.
- Then, when devices go back offline, take note of the date and time and share it with us including your timezone (for example: 16:00 GMT-6)
- After that, submit your hub logs:
- In the Advanced Users app, enter the “Hubs” section
- Enter the corresponding Hub and click on “Dump Hub logs”
- Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
- You’ll get a green box at the top confirming the Hub logs were requested.
- If not all the devices went offline, share the names of 3 or 4 of them to look at them closely
- Open support access to your account:
- 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.
See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support