Hey y’all I have a home who has for some reason totally stopped responding to my app and voice assistant.
The hub is online and
local automations are working perfectly however when I attempt to control it with my Google voice assistant it does not work it says all of the devices are unavailable.
I attempted to open the settings for the voice assistant app inside of the SmartThings app and it just gave me a spinning circle forever. So I uninstalled the app and reinstalled the app. Now that I have reinstalled the app it has a spinning emblem “getting everything ready” indefinite loading.
So I’m at a loss as to what to do. I cannot log out of my smart things app because it is already logged in using the Samsung account on my phone. (Also reinstalling fresh makes it so it is not logged in at first)
So there is no remediation that I can think of.
I used to be employed by SmartThings before it was set off and changed over to the Samsung side. So I am familiar with the troubleshooting steps however there are no troubleshooting steps when I cannot access the app but I am wondering if there is some sort of outage that is happening for many people or if it is just me.
Also what steps if any others took who have encountered this issue in the past. Anyone got any ideas?
The question is for how long it’s been not accessible. The status page won’t notify outages, we had an hours-long in Europe months ago and never appeared.
Roughly 12 hours, it started this morning. I noticed I tried to control the thermostat and it replied unavailable. I thought nothing of it until later when entire rooms were reporting as unavailable. What strikes me as odd is the IDE at my.smartthings.com does not load for me. Is that no longer available?
Graph.api is also expectedly down given the move over to edge.
That’s a long time for the typical cloud issues. The SmartThings website works for me. Maybe a connectivity issue with your network / ISP? Or a DNS problem?
According to some website checkers with servers around the world, the web is up and should load.
Hmm. DNS lookup looks good from my end. Site checkers look good too. I wonder if it’s a cookie issue. Still unsure about how that is translating to my app. Actually… Let me… Just got back I am thinking maybe ST has blocked my IP. Not sure why. Off the local network I have no issues. I’ll probably need to restart my router and modem just to be sure. On mobile data I get my devices and app to load but still no device activity. So thinking its my IP. I’ll keep investigating.
So here’s what happened. I checked all around on all of the IP reputation sites checking to see whether or not our IP has some sort of a bad reputation. It did not at least according to any of the sites and large databases. My reasoning for checking the IP was that when I exited my home Wi-Fi or my home network I was able to load the app where the app would not load on my home network which was the clue that I needed I think. Given that the hub is stuck on my home network and not on an external network there is no way for it to work and so I was like… That’s weird. So in my eyes as soon as I was able to determine that I could load the app off my home network I suspected that there was some issue with either our IP or like maybe we had used a VPN or something like that. But it turns out there was nothing wrong with the IP itself except for with Samsung. So Samsung SmartThings for whatever reason had blacklisted our IP. I spent days hours each day on the phone with my stupid internet provider. They really are useless these days over the phone They do not have the capacity to help you because they don’t understand the things that they are troubleshooting in the slightest. Long story short I needed to change the IP for my home internet which was incredibly involved because the ISP told me that they were working on it and that they would give me a call back etc etc etc.
I had to change the MAC address physically on my home networking devices so that it would dupe their system into replacing my home IP in which case the system came back online within seconds. Lord knows why Samsung is blocking IPs for whatever reason but it looks like that was the case in my case.
May this guide some of you who run into this in the future. We’ve all been there.
