My hub, routines, devices etc. etc. have all disappeared from my Mobile App and from my Smartthings Webpage. My hub is battery backed up and as far as I know I have not suffered any big outage of any kind.
Can somebody please throw some light on the subject before I have to program the whole lot again?
p.s. can somebody give me the email of UK Support, webpage link doesn’t appear to work?
Yes, everything has disappeared off those websites, hub, devices, app … everything. The only thing that remains is my account saying, “You don’t have any hubs yet. Please use the SmartThings mobile app to claim your hub.”
Does anyone else use the smartthings app on your account?
The reason I ask is because there is an option in the app to “delete all personal data“ and many people don’t realize that this will completely delete all the hub and device information. It’s not very well described and there’s no second chance question.
A couple of community members have accidentally wiped out their accounts this way. Here’s the discussion thread on that:
Same thing happened to me…but i can’t accept i deleted the data accidentally. According to the logs my hub was deleted about 7:30am on 8/28. I was asleep at the time. So unless my dog did it…i dont have an explanation…
Same issue here. Started having internet problems last week, had to reset connect home hub several times. Last night, lights went crazy, internet went down, all data deleted. Hub will not connect to modem anymore, asking for manual IP address. Support no idea what’s going on and suggested everything I tried last night. All data erased on their end.
It would be almost impossible for this to be a local network hack because that wouldn’t affect the cloud data.
I agree that with multiple people apparently affected there’s something weird going on, but it’s much more likely to be a problem in the cloud rather than something directed at specific individual customers. That could be a hack, but it’s more likely to be a glitch.
The most important thing is to report it to support if it happened to you. They have information that we don’t, and the more people who report it, the more resources who will be assigned to look into it.
same thing happen to me on Aug. 26th. I lost all my devices and scenes, not automations on the app but when I login through web looks like everything is still there. I only have one location and when I click edit location “OCF Default Location *” its false. I try switching it to true but goes back to false after I save it and go back. I contacted support on the 27th, they got back to be on the 30th asking for more info. haven’t heard back yet. I hope there is a way to fix this without starting all over again.
Smartthings finally got back to me after my hub has been offline for over a month. here is their response incase anyone else runs into a similar issue
Hi SmartThings Customer,
Thank you for your patience.
First, I want to start off by apologizing for the delayed response to your email due to a high number of support queries. We here at SmartThings support want to do everything we possibly can to help, to the furthest extent of our capabilities. I’m very sorry for the trouble.
After further investigation, it seems that your devices were removed from the system due to an abnormal error in one of our system processes. Your data is not kept after deletion and as a result, you will need to reconnect your devices to SmartThings.
This delete initially failed to complete, but was retried at the end of August and completed. The retries have been stopped and shouldn’t happen again.