Extreme delay in response from Smartthings multipurpose sensors

Devices & Integrations
1

Hello,
As of late all of my Smartthings multipurpose sensors have an extreme delay ranging from 30 seconds to more then a minute (up to several minutes) delay going from closed to open and vise versa.

Is this a known issue?
Is there a fix that I can apply?

Smartthings V2 Hub
In Europe, Sweden

2

Hi @arcspin

Could you help us by enabling support access to your account so we can check its details? Also, could you provide the device’s name?

  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 (â‹®) 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.
1 Like
3

Hello @Itati and thank you for a swift response.

  1. Yes, email account registered in the forum is the same one I use for SmartThings.
  2. Yes, support access to my account is now enable.

Multipurpose sensors affected are:
Balcony Door
Bedroom windows
Front Door
Front door sensor (added yesterday as an attempt to figure out what is happening)
Movie room window
Sport room window
Fridge door
Freezer door

Best regards,
//Peter

ps.
Other Smartthings devices are working normally. (Smartthings button, Smartthings motion sensor)

4

Steps to follow:

1. Set up SmartThings CLI and capture driver logs

To get the driver logs, you need to set up the SmartThings CLI.
You can find the setup instructions here.

Once it’s set up, open the CLI and enter the following command:

smartthings edge:drivers:logcat

The CLI will prompt you to select the Hub and the driver from which you want to capture the logs.
After selection, it will start a connection.

2. Perform the test (Open/Close event) and collect logs

  • Choose a device and repeat the test (open and close).
  • You should see logs appearing in the CLI window.

3. Save and share the driver logs

Note: Ensure that the hub and the computer are on the same network.

4. Provide the Hub logs through my.smartthings.com

After sending the driver logs, please also provide the Hub logs using these steps:

  1. Go to my.smartthings and select “Your Hubs”.
  2. Select the corresponding Hub.
  3. Click on “Dump Hub Logs”.
  4. Change the reason for requesting hub logs if needed.
  5. Click on “Dump Hub Logs” again.
  6. Confirm that the request is submitted.

Note: If you have more than one Hub, please specify the one involved in the issue.

5. Time of execution

Please provide:

  • The time when you performed the test.
  • The time when the event was executed.

This information will help us analyze the issue more effectively.

1 Like
5

Message sent as per instruction.
I hope I did the procedure correctly.

Best regards,
arcspin

6

Hi @arcspin

We received it and a ticket has been created. As soon as we have more information from the engineering team, we’ll let you know

1 Like
7

Thank you for your help.

Have a great weekend!

8

Hi,
I recently took my Smartthings hub of power and removed the battery backup and ethernet cable.
I left it so for a couple of minutes and then powered up the hub and as of now my Smartthings multipurpose sensors are not having any lagg.

When I, as of now, open a door the sensor is immediately indicating that the door is open in the Smartthings app.

I would be interested in knowing if you got any answers why my sensors start lagging as they did before?

Best regards and thank you for the great services.

//Peter