S90C TV SmartThings Hub capabilities? Can't get Matter to work over Thread or Wi-Fi

Devices & Integrations
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This forum was set up several years ago so that customers could help other customers with the smartthings home automation platform. That was before the TV used the same app or had the option of including a smartthings hub. Except for a small developers section, SmartThings staff only officially monitor the posts here for spam and harassment. So as you noted, there’s not typically a lot of conversation here about the big Samsung devices like televisions and appliances.

There is an official Samsung support forum where employees are assigned to answer questions and which covers the big ticket items. So you can often get a quicker or more detailed answer on those devices there. Sometimes if they think the issue is specific to the hub features, they will send you back over to this community, but it’s usually worth a try.

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Hey, sorry for the delay. I only got the chance to try adding my Thread outlets via the Android app today. I got 3/4 of the way through the setup process, but then I ended up on a screen that said “Select the Thread network your Eve Energy (U.S. & Canada) will use.” Nothing Samsung showed up on that screen, and when I checked my.smartthings.com again, the hub showed Thread as “Unavailable” again.

So I have a hunch that Thread hardware is present on the TV, but the software/firmware just isn’t there yet.

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Sorry for my delay as well, I’ve had a lot come up this week and haven’t been able to reply. Anyway, that’s what I was wondering. If you had said no, I was afraid my TV had a defective Hub. Seeing as you had your Thread Border Router go down as well, I think it is a firmware bug as well.

I didn’t want to take JDRoberts advice just yet as he said to Contact Samsung, which is why I hoped you would reply so I could see if it was a Samsung problem due to a defective hub or a SmartThings problem due to a possible bug in the Hub’s Firmware. Your reply would tell me exactly which support team to contact.

Like I said before you don’t see many on here discussing Samsung Devices, but now with almost all Samsung Devices requiring SmartThings for advanced functions (especially 2023 and newer products, which according to Samsung all are going to either have a hub included if they seem fit for it and/or have a SmartThings connected controller within the app) these devices are going to have to be fixed by contacting the SmartThings team not the Samsung’s Appliance team. So I think it helps to embrace the newcomers and try to help them out instead of leading them astray. Which I’ve seen a few topics ramp up quite frequently all created by newcomers wanting help and they are sent elsewhere as it’s just a Samsung Appliance, even though their problems seem to be due to a bug within the SmartThings Controller for that appliance.

Anyway, after I posted my last reply and saw JDRoberts post, I thought if I have to contact support I need to have proof of what is going on. At that moment my Thread Border Router was down/dead again for about the dozenth time in a week. Each time I would remove it and re-add it hoping to find the cause of why it kept going offline and becoming unavailable/not supported. Just a FYI, it would go offline anywhere from 5 minutes to 48 hours, but it would eventully die and never selfheal itself and I could never find a pattern. So, I took all the screenshots I could showing that Thread has died, but didn’t have proof of it ever being available to begin with. So, I deleted the hub and re-added it one more time so I could get screenshot proof of its availability and when it was to die again I was going to send in my report and dump the hub logs so that the Samsung/SmartThings would be able to look at them and hopefully see what was going on to hopefully find a fix.

TO MY SURPRISE THOUGH, up until the time you had replied it had been 5.5 days now and it never died once. It did not show up once, as I think my phone didn’t connect to the hub/server, but when I went back in and reloaded the controller it still showed up. The only other time it went down was when I rebooted my Wi-Fi Router and it went offline for a few minutes, but again when it came back online I still had Thread capabilities.

Sadly, right after I got your reply it finally died again and has died about another dozen times (both my Refrigerator Dongle and TV). But I did a hard reset of the TV by turning it on then holding the power button until I saw the OLED logo (You could try this with your TV and see if it comes back, give it about 2-5 minutes after you reboot your TV this way then check the SmartThings Web Interface and/or App) and restarting the Refridgerator by either flipping the physical switch or restarting it within the settings menu. After each reboot and reconnection to my Wi-Fi network they both selfhealed themselves.

I think I got some good news though. I was roaming the forums here and found out that others community members (highly known ones at least in my opinion) are have the same issue, but with the TV/Refrigerator Dongle. They are reporting having similar firmware “000.047.00011” or the previous one as what our hubs have as well. So I think it is a more widespread problem than we know. Anyway, I’m going to reply over there and let them know I also am having this issue. So you may want to as well. Hopefully the more reports we have the better chance it will get patched.

Here is the link (post 53, 90, 91 and 92): Matter Device Support - ST platform

2 Likes
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Just remember that this forum was set up several years ago so that customers could help other customers with the home automation platform. It is not officially monitored by Samsung staff, except for the usual harassment/spam control and a specific subcategory for developers. So it doesn’t matter how many reports are made in this forum, it won’t influence how Samsung assigns resources. :thinking:

To get Samsung staff working on a problem, you need to report it either over in the official support forum, which is monitored by Samsung employees, or by opening a support ticket or by posting on one of the official public channels like Facebook or Twitter/X.

I am all in favor of everyone reporting any problem they have for exactly the reason you suggest: the more reports they get, the more resources they are likely to assign. It’s just that forum posts here don’t count as reports and don’t influence the resource assignments. :disappointed_relieved:

I think you’re right that we probably will see more people coming here as the “hub everywhere” initiative expands. Or maybe they will add more app experts over in the official support forum, it’s hard to predict.

As a company, Samsung makes a lot more money from its big ticket appliances and televisions than it does from people who are just home automation users. It’s actually been very nice of them to provide this forum for peer support, many companies don’t do that.

But it remains true that it’s a lot easier to get official staff attention if you’re posting in the official support forum, which is why we do tend to offer that link to people with appliance/television issues. But of course everyone is welcome here and if community members think they can help, they will definitely try to. :sunglasses:

For anyone who needs a link to the Official support forum, here it is:

https://us.community.samsung.com/t5/Get-Help/ct-p/get-help?page=1&tab=recent_topics