Smartthings blank screen on device control

Devices & Integrations
1

Hello,

Just bought the Bespoke AI Jetbot. When it is successfully added to ST and when you click on it it goes to blank screen and you can’t control it. Only thing I see is Device control and Service at the bottom, but all the rest is blanked.

I have two Samsung ACs, Samsung Freestyle projector, Samsung Soundbar, Philips Hue, Tuya smart, Smartthings Hub v2 all attached and all working. Only the Jetbot isn’t.

I’ve done the usual stuff like reboot, reconnrect, clear cache, data, etc. Tried it all, no success.

The same thing happened with the two ACs and couldn’t use them through ST for 2 years. After the last update they work, but the Jetbot isn’t.

I created a new samsung account and added the Jetbot - there it DOES work.

However on my original account, it doesn’t.

Tried to troubleshoot by deleting my whole home

Started adding each appliance one by one until it breaks:

First time - it broke after adding the hub.

Second time - didn’t connect the hub, BUT it broke after creating lightning groups and adding routines to motion sensors.

Third time - I am seeking if someone had the same issues?

Workaround at the moment:

  • I use all my appliances through one account
  • and use the Jetbot AI through another account

I don’t want to use two accounts. I want it all under one, so I can use the automations properly.

Please advise if you ran into the same problem and found a solution.

2

Please contact support, in SmartThings app, menu, contact us.

3

On the same device?

4

I’m assuming that you have added the Jetbot to a new Location owned by the new account.

What happens if you add the old account as a member of the new Location?

When you deleted your whole home did you delete the SmartThings account too, or just wipe out the Location?

5

Hi @Tray

Could you provide support access to your account, please?

  1. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
  2. Enable support access to your account:
  3. Go to the SmartThings Web (my.smartthings.com )
  4. Log in to your Samsung Account
  5. Select Menu (⋮) and choose Settings
  6. Toggle on Account Data Access
  7. 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.

Also, to analyze the problem, it is important to get the logs. You could help us to reproduce the error and, once you find it, send us the logs.

After replicating, please share the hub logs as well.

Provide the Hub logs through the my.smartthings.com:

  1. In the my.smartthings, enter “your hubs”
  2. Enter the corresponding Hub
  3. Click on “Dump Hub Logs”
  4. Change the reason for requesting hub logs if needed
  5. Click on “Dump Hub Logs”
  6. Confirm that the request is submitted
    Note: If you have more than one Hub, the name of the one involved in the issue.

Thanks!

6

Hello @Itati

  1. Email - Confirmed.
  2. Support Access Enabled - Done.
  3. Request to dump the hub logs - Done x2 (first with the standard message / second by typing: “troubleshooting bespoke jetbot per request of support/dev”)
7

Yes. Same device @Andreas_Roedl . ST Devs are looking into the issue atm.

1 Like
8

I’m assuming that you have added the Jetbot to a new Location owned by the new account. → Yes. Jetbot added to a new Location owned by the new account.

When you deleted your whole home did you delete the SmartThings account too, or just wipe out the Location? → Only the Location was wiped.

What happens if you add the old account as a member of the new Location? → Yes. It does work. That’s the workaround I was using:

  • Account A → main profile → all devices
  • Account B → new location → only Jetbot installed there
  • Account A entered Account’s B location - so Jetbot can be used. But it’s on two different location and you can’t sync automations, scenes, etc.
    When you deleted your whole home did you delete the SmartThings account too, or just wipe out the Location?

Thanks to @Itati looking at the case at the moment. Looking forward to a resolution.

9

To those who ran into this issue:

  • install the ST app on Windows for PC

  • launch a single cleaning through there

  • afterwards device control is back on ALL devices

Send me good wishes :slight_smile: