Contact ST support if you haven’t already done so at https://support.smartthings.xom
Just encountered the same thing. I have two identically-named locations, and the default one has no data. After switching manually, it works again. However, the new-and-empty location can’t be deleted from the app or the web site.
try #2 in the following thread
Everything disappeared from my app and finally, after reading this thread and cobbling the info together, I found I had to reassign all devices to rooms after checking location (only one). Very buggy in doing so and was asked several times by pop-ups if I wanted to reassign all to “Living Room” or do so manually. The whole app, here and there, is a bit buggy. Needs another update.
I had the exact same problem. I had to restore my phone from a back up. After the restore I had to log back into all my apps. With the most recent Smarthings app I was presented with a log in screen for a Samsung account with an prepopulated email address account that I apparently was using and entered the password I had for that account.
Once I did this my hub and all my devices were gone.
So like others I tried to add my hub at the “Things” menu. I have the old ver of the hub that uses a welcome co I requested it from Smartings and they sent it to me. I entered the code but got an invalid welcome code error.
I contacted Smarthings again for some additional help but received no reply.
I use ActionTiles on 2 tablets and Alexa so I knew my hub was still on-line and working as I could still control everything.
After reading some of the above comments about about the Samsung vs Smarthings log in emails and passwords I looked up my old email address and password for the Smarthings login and used that to login in in the app and there was my hub and all my devices.
I then went to the graph.api.smartthings.com page and instead of using the email address that was prepopulated I used my original Smartings account email and password and used it to sign Samsung dashboard there. And yes all my device info was there as well.
I checked the stats of my hub and it said the it had been online since the moment my phone had connected to it (today) LOL
In my case there seems to be some problems the the Smartings vs Samsung accounts.
Anyway thats my story, hope it helps someone else.
John
There’s a community FAQ on this issue which covers both the problems and the solutions. It should help in most cases.
It’s already mentioned upthread, but here it is again. The topic title is a clickable Link.
I am having a similar issue to others posted on here but after reading all night didn’t find a fix. Suggestions would be most appreciated as tech support was worthless…
Sometime on Jan 20th between 6PM and Midnight Eastern time my IOS app probably got updated. I can tell because face unlock usually doesn’t work after an update and I had to use the PW to get in the app. Samsung LOVES to do this to me while I am out of the house so I have to jump through hoops to get the PW and log in. It happened enough times that I finally made the PW stupid easy so I could remember it…
I put in the PW as usual and waited for the dash to load. Instead, after logon I got a screen asking for my “Welcome Code.” As I bought my V2 in 2015, I had NO CLUE what that was. I cursed Samsung yet again and basked in the glory that at least this time I was at home and was not locked out of my house…
I issued some commands to Alexa which were all executed, so I knew the hub was up as the Green light indicated, so I rebooted the phone and tried again. Same story. Poked around online, and sent a message to tech support for my “welcome code.”
Continued reading up the next day and called tech support for my code where they broke the bad news. They told me that no one had ever called and claimed that a SW upgrade deleted a hub. That even in 2020 they backup NOTHING. That I was totally hosed. And instructed me to do a factory reset and rebuild my 100+ device setup. “Sorry about that.”
I didn’t change anything else since the hub was up and working and I mostly use voice commands now anyway. So meanwhile I read all over the net and this site and found some things to try and look for like duplicate locations and being sure I am logged in with a Samsung and not a SmartThings account… No Joy.
I switched from a Smartthings to a Samsung account some time ago. Almost had to break a window to get in the house that time, but after two hours on the front porch (to reach wifi) I was finally able to get in [I cannot open my doors or garage doors when the alarm is on - yes I am aware that one day I will have to break glass[.
Anyway, I can’t see it being an account issue due to the time that passed. The only thing I want to call tech support back on tomorrow is that both my Smartthings and Samsung accounts used the same email address and someone mentioned that was an issue in 2018/19.
Status:
-v2 latest firmware (or should be)
-IOS Classic app - tried deleting and downloading again - no joy
–I was running some custom code for some power plugs but all installed a year+ ago
-Hub is online and working for all in-house use, but I can’t arm my alarm without the app so need a fix fast. Thermostat, Alexa, Bond Hub, all working.
-Web site says I have no hub
-App says I have no hub
-I did not factory reset or use the welcome code yet as that will kill my system - and it is kinda running
-I do not have duplicate locations on App or Web site
-I have not recently changed anything. Last add was maybe 3-4 months ago when I tricked my existing Bond controller into thinking my RF remote motorized projection screen was a ceiling fan…
This is the final straw for me. If I have to rebuild my whole setup it will take weeks of free time. I am bailing on Samsung and their 1998 product with no backup and crappy support and getting something that runs locally and backs up my stuff. Even if it is harder to use. Still investigating.
I must admit that I am now looking forward to beating my v2 with a sledgehammer after I admit defeat, but before I go there, does anyone have any other suggestions? It just boggles my mind that my system is working perfectly but Samsung has no way for me to relink with it to my phone. Insanity.
Thanks in advance!
im having problems with the migration from classic app to new app … when i login with the new app it cant see my hub. if i make a new location both apps can see it but not the active location with my 230 or so devices!! …
Samsung support basically told me to delete it all and start again ? after 4 years of customization , tweaking and hard work im expected to just start over?
maybe we can all get together with some sledgehammers and those hubs and make a party of it.
whats the solution ? im thinking of going to hubitat or home assistant but man its going to be a lot of work.
maybe just go back to light switches and mechanical timers!!!
Counting on any smart home or alarm system as the only means for accessing your home seems unnecessarily risky. Always good to have a backup keypad on the garage or spare key in your wallet. Even if the alarm goes off, it’s better than breaking a window. Does the alarm system physically bar your doors or something? If it’s between an alarm going off and a broken window, I’ll take the alarm every time.
Concerning ST alternatives, I would recommend Hubitat, the only issue with it is that you can’t directly access the admin side remotely (which is actually a nice security fail-safe) but you can still access the dashboard to control/monitor your devices. I haven’t tested it yet, but you should be able to remote into a local computer and access the hubitat from that. Other than that it is very similar to smartthings, but everything is on the hub, rather than being in the cloud. Also has backup/restore functionality.