So I made an account just to reply to this thread.
First - important details: Recent Iris refugee, very smooth transition (other than a few z-wave unpairing/pairing gymnastics) to SmartThings platform - about 40 devices, some automations, cameras, Alexa integration, nothing fancy. Using iOS.
HUGE HUGE mistake of opening new app the other morning. It prompted me to move some things into rooms - ok, whatever - then when it fully opened about 1/3 of my devices were missing and about 2/3 of the ones actually shown were showing disconnected. Strange but maybe just a caching/updating/syncing glitch or whatever. Now begins my absolute hell-journey with SmartThings.
Call from wife - Alexa not working. I check and notice items are STILL showing disconnected an hour later. Ok, now we seem to have a problem. I start poking around in the classic and the new app. I finally figure out I have a new location! Great! My “cloud” devices (Arlo, Ring doorbell, etc) and all of my automations are on one “location” along with a sprinkling of some hardware devices (including the hub). The other location has the majority of the remaining hardware devices on it. Oh, and Alexa no longer works, I cannot create new automations, and I can’t “move” devices to a new location following any of the instructions posted anywhere. I have walked through this with phone reps, emailed support, sent screenshots, etc - I DO NOT have the ability to change a device’s location using the app (iOS). The rep even walked me through it and once he put down his Samsung phone and picked up one of their iOS devices, he saw the option was not there. This half-baked app seems to have absolutely wrecked my very recent complete migration. The customer support is completely laughable with 1.5hr hold times!!! This is an incredibly frustrating experience. I am not a developer or computer programmer but I am a techie through and through (electrical engineer) so I’m not exactly scared of trying everything and anything. I’ve used the app on my iPhone and the web interface. I tried logging on with my Chromebook running the Android app but that method is not supported (I thought I had outsmarted the system until I couldn’t log in).
Any suggestions?