My iPhones connected to Smartthings had been working flawlessly for years to alert me when family members arrive and depart. All the sudden everything just stopped working and they only have a status of “connected”. How do I get them to show home and away again?
Hi @tuffloud1
Here are some steps recommended by the engineering team that might help re-establish the connection:
- Open the Advanced Users app
Go to Devices and find the record of your phone. The type must be “mobile.” - Disable location sharing
In the SmartThings app, go to Menu > Settings and turn off “Get your location from this phone.” - Check if the device record was deleted
Go back to the Advanced Users app and verify if the mobile device record was removed.
- If not, please delete it manually.
- Verify location permissions
On your mobile device, go to:
Settings > Apps > App Management > SmartThings > Permissions
and make sure “Location” is set to “Allow all the time.” - Enable location sharing again
In the SmartThings app, re-enable the option “Get your location from this phone.” - Collect logs
Right after completing the steps, collect the logs.
SmartThings → Menu → Contact Us → Error Report → Routine Settings/Operation
In the details, include the example below and your ticket number (BUG2-4872).
Note: member presence-related data is only stored for up to 3 days - Note the timestamp
Write down the exact time you performed the steps. This allows us to pull Cloud logs later if the issue happens again.
For example:
“Returned home at 5 PM – ‘BlaBlaBla’ automation should have triggered but didn’t.”
Why this is important:
This process creates a fresh “link” between the SmartThings app and your phone’s location data.
According to the engineering team, the app itself is what determines the “present”/“not present” state, so it might not be getting accurate location data unless re-synced.