Ecobee 'state' not updating in Smartthings

Devices & Integrations
1

Hi all,

Recently linked two ecobee thermostats to my Smartthings. One of the things I’ve noticed, though, is that the ‘state’ (which changes when the thermostat is actually calling the system to provide heat or cooling) doesn’t change. The system has called for heat and turned off half a dozen times, and the ‘state’ continues to show ‘Heating’ despite now being idle.

Is this a flaw with the integration or something I have set up incorrectly?

Thanks!

2

Hi @mooch91

Could you please enable support access on your account so we can review 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 (⋮) 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

Additionally, how long do you wait to see if the status changes from Heating to IDLE after the last command you sent to the device?

3

Thanks @Itati .

Same email address and support is now enabled.

The state should change any time the thermostat changes it, not just after commands are sent from Smartthings. For instance, the state should have switched to “Heating” about 15 minutes ago when the thermostat called for heat. In another 30 minutes or so I would expect it to come back to “Idle”.

4

Thank you for the information.

Could you please share the name of the device?

5

@Itati

1st Floor or 2nd Floor (the ones which are online and with a capital “F”, not the offline ones).

6

Do note the following:

7

Thanks. I saw that. But the state is not updating, even after waiting 6 minutes, or 60 minutes, or 6 hours. In the history I can see a couple of state changes but not consistently. In fact, both now show “Heating” and the thermostat hasn’t been calling for heat for about an hour and a half.

8

Hi @mooch91

Our team is requesting some additional information to continue the investigation. Please share the following information with us when the issue occurs:

  • Timestamp (for example: 12:52 PM CT 01/15/2021) when the device physically starts heating/cooling in real life
  • Current Heating and Cooling values shown in the app at that moment
  • Device status/state displayed at that exact time (for example: Heating, Cooling, or Idle)
  • Mobile logs from the SmartThings app right after the issue happens
  1. Go to Menu > Gear Icon > About SmartThings
  2. Tap the SmartThings logo 10 times.
  3. This will open the developer’s space > tap ‘report a problem’
  4. This will send you to the report page. Select a frequency and write a short description of the issue.
  5. Click on “Report” and a log file will be generated for you to send over email, please do to build@smartthings.com

This will help us compare the real device behavior with the reported status and review the logs more accurately.

9

Respectfully, this seems way too complicated.

Right now: 18-Feb-2026 10:50AM ET.

Both of my Ecobees are idle. They stopped calling for heat at approximately 08:50AM ET.

Smartthings currently shows their state as “Heating”.

One of the Ecobees (I can’t tell which one) started a call for heat at 08:13AM ET. I don’t see any state change in the device history in Smartthings at around that time.

I don’t see “report a problem” when I tap 10 times. Just a request for a password.

10

Another data point: 18-Feb-2026 11:02AM ET.

2nd Floor ecobee called for “Heating”.

Smartthings already showed a state of “Heating” before the call was made, so state did not change.

11

Final data point: 18-Feb-2026 11:24AM ET.

2nd Floor ecobee ended call for “Heating”.

As of 11:27AM ET, Smartthings still shows state of “Heating”.

As of 11:32AM ET, Smartthings shows state of “Idle” (manually refreshed in the app).

As of 11:37AM ET, Smartthings has reverted to a state of “Heating”, but the ecobee is not calling for heat.

12

@Itati So it may be that the Smartthings status is reverting incorrectly once it goes idle.

13

Hi @mooch91
Thank you for the information.

I’m sharing a short video with instructions on how to send us the mobile logs. These logs are very important for our analysis and will help the team investigate the issue more thoroughly.

14

@Itati

I believe I found the means to send an error report and included the mobile log which should have covered the period of the last update I provided above.

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