I’ve updated the smartthings app today and now it will not connect to my WiFi I’ve tried to remove it and reinstall it with no difference it’s on the same WiFi as it has always been won’t even connect to my soundbar q930d does all the whistles and then I get the error in picture any help would be much appreciated 
P.s using the samsung s23ultra
Hi, @Ron_s_fornight
Does this message appear every time you open the SmartThings app?
The error 84-004 seems to be related to an issue creating the JWT Token so I’m wondering if you were able to log in correctly to your Samsung account.
Either way, from our side, we don’t have many steps you can try to solve this since the main one is deleting the app and reinstalling.
Does the symbol “?” in the upper-right corner let you open a report for Customer Support to see if they can provide more details?
Hi thanks for replying yes everytime I open it .but won’t connect to my sound bar now since I updated app and there is no way to connect to support on there at all 
Hello,
I’m also experiencing the same issue. I’ve a newly purchased Q990F which arrived yesterday and also won’t connect to the SmartThings app. I get an immediate 84-004 error when attempting to connect to the soundbar, and got the same error this morning. I spent almost 5 hours trying to get it connected, not the best use of my time 
I’ve tried on three different phones (S24 Ultra, S10+, Google Pixel 7) and on two different (2.5 and 5GHz) wifi networks, as well as with a newly installed SmartThings app with a newly created account, over purely 5G as well as wifi. It doesn’t seem like a local issue to me (although I’ve not attempted to check over wireshark yet), more server related.
As a quick test today I removed a smarttag and re-added it without any issue but I understand the back-ends may be completely different given they’re different types of device.
If it’s a JWT problem then I’d expect the same issue to occur no matter the transport (I’m a developer in a different field but understand and use the same technology), so it is somewhat frustrating.
I’m not sure if I’m allowed to post external links so I won’t, but there is a recent thread on Reddit in r/Soundbars by others with a Q990F who have exactly the same issues we have.
Thanks, Steve.
I suggest you report this to Customer Support through the website if the app doesn’t allow you to.
This way, they’ll see the impact and put a higher priority to it.
In the meantime I’ll share it with the internal team to see how we can also send this to the corresponding team.
OK will do, thanks for getting back to us.
In the meantime it’s here, https://www.reddit.com/r/Soundbars/comments/1r7w75c/hwq990f_cant_add_device_to_smartthings_84004/?sort=new
Thanks, Steve.
Hi, @Ron_s_fornight, @cottonfoo
I was told the engineering team was already aware of the issue and was working on it. Can you let us know if you still see this new error, please?
@Ron_s_fornight
Can you open support access to your account, please? I’m checking with a team in case they can see something about this issue:
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (⋮) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support
@cottonfoo, if you’re seeing the same error, please open this access as well.
Hi there I’ve done it 
Hi,
I’d packed it back in its box but I’ve just plugged the bar in on its own and it appears to have connected fine to the SmartThings application and registered the device, thank you! Now to get the rest out of the box.
Thanks,
Steve.
How Steve is you’re working now ?
Hi Ron,
Hope you’re well. Yes I’ve got it all set up now and it all seems to be working fine. I’ve put it on a network that’s only WPA2 though, I’ve not tried WPA3 yet but I’ll do that at the weekend and see if it’s still all good.
Thanks,
Steve.
I tried all that with no luck
Hope you get it sorted soon. On the plus side at least there is good support from nayelyz, fingers crossed it’s temporary.
Steve.
Yeah they have been great and thank you its just a pain wished I didnt update the app lol did that with my sound bar before updating it and bricked it so they sent me a new one 
Hi, @Ron_s_fornight
Sorry for the delay. The engineering team checked some logs, and they saw you’re getting this error after trying to onboard the Speaker.
So you can open the app as usual, but the error shows up only for the failed onboarding, right?
They mentioned this error means the device had an issue connecting to the Cloud. So, they also asked if you can use another network/Wi-Fi to test.
Is your phone also having issues connecting?
Hi I don’t have another WiFi and my phone is fine like I’ve said its only happened since I’ve updated the app soundbar is working fine but just not connecting to the app
Hi, @Ron_s_fornight
The engineering team mentioned that this can only be escalated to the corresponding team using the Customer Support path.
So, please follow these steps:
Including a clear description of your issue will save you time. This means detailing the behavior and providing date and time of the attempt (including your timezone). This way, the engineering team can compare app and Cloud logs
Note: In the page where you need to describe the issue, leave the “Send app log” option enabled since this will send the app logs to the corresponding team.
