Support ticketing systems are working the same way, especially zendesk ones.
You send an email, that opens a ticket with a number. When you reply to the email it adds it to the same ticket. Usually the subject line has the ticket number, or it is at the top of the BODY. Anyhow the same stuff rom you goes under the same ticket.
When you send an email and saying that some else reported the issue already with this ticket number, then they can cross reference it. You don’t need to explain everything from the beginning, but saying that you have the same issue. You are saving time for yourself and the person at support. When they see, that multiple people has the same problem they have to escalate it.
First line support is all about protocols and scenarios to follow. Have you ever tried to call your ISP for an issue? What do they ask first? - Have you tried to reboot the device? - Basic steps of troubleshooting.
Ok, that confirms they are working on it. The no ETA is not a surprise, as usual. Although the time of the year is narrowing down any resources for a quick fix. On Android you can get the APK from Apk mirror, use 2.17. But the BS of “we are not supporting custom DH”… No comment. I had ran on a genuine bug/issue with a custom DH. It wouldn’t get ever fixed if one of the guys from ST would not communicate with users on this forum. And it is fixed now.
Funny, the missing icons like the refresh is a default ST ones.
I contacted support about a number of issues with their 2.18.1 classic app (missing icons, presence not working, can set images for devices, etc), and they informed me that this was the last update to the classic app and to switch to the new Smartthings app. Not what I want to hear, and very depressing as the new app does not have the functionality of the classic one.
For me, besides the icon issues, the biggest issue for me is the ‘Things’ list being blank when I first open the app. I have to cycle through other areas of the app to get this list to populate. Finally rolled back to 2.17 and turned off auto-update - works SO MUCH BETTER now!
Yes via the Google Play store. Go to the app in the store, select the 3 dots upper right hand corner (if I remember), and there’s where you can deselect auto update for just that app.
I’m having the icons problem, too. I went to add an icon to a new device, and of all the canned icons, all i saw was the fan icon under Appliances. Also, the icons on device pages (like refresh) are gone. So I cleared the app cache, now all my icons in every device have disappeared. Pff.
Presence was working ok
In the BI Fusion app, when I went into a camera device and clicked to play a video, the SmartThings app crashes (most of the time it restarts) and I see an exception in the IDE logs:
physicalgraph.app.exception.SmartAppException: Not Found
The above is not happening in ST Classic on my Android tablet.
2.18.1
**Downgraded to 2.17 successfully as a workaround (needed to uninstall first before APK would install – for those going this route)
I have the same custom Icons problem, except that my SmartThings App is the iOS version for iPhone (2.18.2), and AFAIK there is no way to revert to a previous version once you updated to the last one on the App Store, unless you made the update after saving the previous version (.ipa) with iTunes.
Unless somebody knows an other way ?
