Honeywell My Total Connect Comfort not setting temp

Devices & Integrations
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1

We have several locations with Honeywell My Total Connect Comfort. In total, probably 100+ of these thermostats deployed. Each location has it’s own Honeywell Account. Each location has it’s own hub. In case you are wondering these are on Taco Controllers for Boilers with lots of Zones.

We have one location with 14 thermostats on a boiler. The TCC Honeywell app works great.

Honeywell is linked to SmartThings via Device Integration.

Current Room Temperature for all 14 makes it’s way into SmartThings.

We cannot set the temperature however. This was working until we went past 10 total thermostats. Not necessarily a hard number and related, just something we noticed.

We create SharpTool dashboards and like to control the Honeywell from Sharptools->SmartThings->Honeywell. We also take the data from Honeywell and put it into InfluxDB to graph with Grafana.

Looking to see if anyone has hit some artificial caps.

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2

I have had a Honeywell TCC thermostat for over 8 years. I have found the connection to Smartthings to be very flaky, usually driven at Honeywell’s end as evidenced by problems connecting directly with their app. Updates and reporting when it is connected are sporadic at best. I have had to resort to a Sharptools automation to force refreshes on a regular basis otherwise I’d have no idea what is going on with it.

3

We use the SharpTools refresh as well. Sadly it doesn’t work with this many units.

We may have to split them off into a Virtual Hub.

4

By this, do you mean that you were able to set the temperature when you had only 10 thermostats discovered by the integration?

If you linked an account, it means it’s a Cloud to Cloud integration, so, we would need to see if the issue is on the SmartThings side or the partner’s side.

About the value you circled in red, can you share a screenshot of what you see in the SmartThings app, please?

Also, please open support access to your account:

  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
  1. 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.
5

Thanks for reaching back out @nayelyz.

We have registered/unregistered/linked/unlinked them. Rebooted the hub. Rebooted the Thermostats. Agree it is “cloud to cloud” and reboots shouldn’t be required. Open a ticket with Honeywell and they said “If it is working in the Honeywell App” it is on the “SmartThings side”. However we have no confidence in Residio/Honeywell support.

All the devices show up in SmartThings, the only data that is updating is the Current Temperature, no control of any of the thermostats.

For the locations with fewer than 10 we are able to set and control 100%. We might have one that has 11 that is working. Definitely not working for this location that has 14 and soon to be 18.

6

Hi, @buster

Thank you for the info you sent in the DM.
So, to investigate further, we need the following information, please:

  1. Replicate the issue but record your screen so we can see what you see during this process
  2. Take note of the time and share it with us including your timezone so the team can narrow down the search.
7

There is no way to trigger a replication of lack of functionality.

The bottom line is we are not getting any data for the thermostats other then current temp. We can’t see what the set temp is, we can’t switch the mode, we can’t adjust the heating temp. It’s all greyed out.