I see. I did that as well. The frustration is that those support tickets never seem to lead to a direct response, even by email. They tell you 24-48 hours, but dont seem to respond even after many months. They even told me that the issue hadnt been reported - until I pointed them to the relevant threads.
But it is great to see that people like Tom stop by this forum so that we know an issue is being looked at.
Despite my frustration, I have to agree that this forum is great, and I second your note of appreciation to people like Tom who keep us informed.
Just knowing that a problem is being addressed by SmartThings (as well as āworkaroundsā from other forum members) is a major step forward.
SmartThings support Was great through 2017. Then they seemed to get overwhelmed with an increasing customerbase, and they often didnāt have information on the specialty models like the ADT model hub or the Nvidia link.
Iām not sure if their being overwhelmed was related, or if it just had to do with the fact that with the new app Samsung appliances and televisions were also included in the customerbase, but in late 2018 the SmartThings customer service was shifted to Samsung corporate, and became much more of the traditional ātier 1 reads from a scriptā Support model that many big companies use. Then since Black Friday 2018 they seem to be both scriptreaders and overwhelmed, as it can literally take weeks to get a scripted response. Definitely frustrating.
Just remember again, though, that this forum is not an official support channel. Thereās no reason to suppose that anybody has read the posts here except our own customer community. Which is why I always tell people to send in an official request. Even if you donāt get a response right away, it will get logged, and eventually the engineers will be told about it if there are a lot of people with the same problem.
Some users may be experiencing issues controlling and receiving status updates from certain Z-Wave devices. We are currently investigating the issue and will provide updates as they are available.
I have heard privately from one of the engineers that the changes you made should continue to work after the fix activates, but to ensure future compatibility it would probably be best to go back to the original versions of the DTH.
Everything seems to be working now, so I assume the server side issue has been fixed. Also feels as if the whole system is more responsive. So thanks to the development team o/
If I were you, I would make sure something a critical as my heating system was not completely governed by any internet/cloud service. Iām not sure how your set up but I use a zwave thermostat. ST can move the set points around and turn on the fan but I never use it to turn the furnace/heat on and off. The thermostat does that all by its self and does not require any internet service. If ST goes down I just have to go old school and adjust the temperature manually.
Not sure if the rollout is behind schedule or I am at the end of the list but I have not received the update. I am using SmartThings WiFi (2018) which is showing 24.00052. I have both Fibaro Motion sensors and Zen Thermostats, so Iām anxious to see if I experience any of the issues other users have been seeing, but Iām also having other issues with āghostā notifications from custom automations that have disappeared that I hoping the firmware shakes loose.
I understand that the update timeframe is through 9pm tonight, so Iāll hold tight.
(That is the crossover point) ~ Metrology geek (NOT METEOrology, METrology)