Hi,
Since this morning, I have been getting a “Network or server error occured” message when attempting to re-establish Rachio to Smartthings Linked Service. This service has been stable for over 3 years and now this.
Is this a known issue? Is this Linked Service no longer supported? Any help is appreciated.
My Rachio just experienced a similar situation.
Report the issue to both ST Customer Support and also Rachio Support. It could be an issue on either side.
@nayelyz I believe this issue “might” be related to Smartthings. After trying to link ST and Rachio, I get an email from Rachio stating I logged into my Rachio account. I have configured my ST hub for support access. I attempted to link the accounts between 0904 and 0905 CT today.
Hi, @General_KAOS
Have you contacted the Rachio support team?
In the logs, I can only see that there’s an error with the Access Token request, but I’m not sure what the issue is. I mean, if they are not responding to the SmartThings request, or there’s an issue with the Authorization code.
I’ll ask our engineering team if they can see something else.
We don’t know exactly when the email is issued on the Rachio side, so it might fail in the final step of the process, but still send it.
Following up, @General_KAOS
The engineering team looked at the logs, and they noticed the partner is having issues with their OAuth process. Other people commented that there are more reports from other users.
I’ll keep you updated on the next steps.
Yup, I’m having the same issue.
Thank you for your comment, @Wajo357
@General_KAOS, the Partner Management team contacted the partner to let them know what we’ve seen and the user reports, but I think it would be useful if you also send messages to their Customer Support team.
Hi Smartthings,
I appreciate your teams looking into the issue and taking the initiative to contact Rachio.
In my experience, it is frustrating for the customer of 2 business partners to be caught in the middle of what could be a finger pointing excercise between Smartthings and Rachio. The issue does not present itself in the Rachio app, so I am unclear on how exactly Rachio support will interpret a report of integration issues eminating from the Smartthings side of the equation.
Hi, @kingsfan
The engineering team mentioned that the Rachio team replied, and they’re investigating the issue.
I mentioned you should contact them so they can see how many reports of this are out there because it has happened in the past that even though our team reaches out to them, their response is delayed. Fortunately, this was not the case.
Now, just for clarification.
When we link a Cloud-to-Cloud service, there’s an exchange of OAuth Access Tokens followed by the discovery and stateRefresh interactions (where the device instance is created and initial values for the device are defined).
This means the partner should also have records/logs of this process, so they can know if something failed during this time (which is why providing a date and time for the installation attempt is important). If they send incorrect responses to the SmartThings platform, they also receive a response from our side indicating what went wrong (the authorization code used is invalid, the capability value is incorrect, the capability doesn’t exist, etc.).
Hi, @kingsfan, @General_KAOS, @Wajo357
The Rachio team reported that the issue should be solved now. So, try to install it again and let us know your results, please.
Works for me without needing to delete and readd the connection! I just reconnected. Thanks!
Hi,
Thanks for working with Rachio. It’s fixed now.
Works for me, too!
Thanks!