Seems fine now here.
All back up and running. Was fairly happy that everything continued to work locally for me. The family hadn’t even noticed the outage everything just worked as far as they were concerned. Lucky I guess that 99% of my automations run locally.
5 Likes
I wonder if we can expect an official statement on the issue and why the status didnt notice it? Any Smartthings representatives here in the forum can say something?
It would be nice to be given some level of explanation of what happened, and what steps can be taken to avoid it reoccurring.
2 Likes
This forum was set up a number of years ago so that customers could help other customers with the smartthings Home Automation platform. It’s not an official support channel, except for the announcements section and a small section used to support developers. Other than that, Samsung employees just moderate for spam and harassment. So, although they do occasionally make official announcements here, it’s rare to get comments of the kind you describe.
If you want to get an official company statement, it’s usually best to post on their public facing channels like Facebook or Twitter/X. Those are at least read by marketing employees, and since they do draw attention from journalists, they’re more likely to generate an executive response. 
1 Like
**From:** REDACTED <EMAIL@outlook.com>
**Sent:** Friday, February 2, 2024 16:24
**To:** Samsung Apps & Services <help@apps-support-samsung.com>
**Subject:** Re: SmartThings
Look, if you guys are unaware that 90% of your infrastructure went down yesterday, wake up to reality and do a check up.
https://community.smartthings.com/t/smartthings-down-1st-feb-2024/277725
https://www.reddit.com/r/SmartThings/comments/1agg78l/everything_is_down/
https://www.reddit.com/r/SmartThings/comments/1agg7zf/smartthings_is_down_right_now/
People with same issue all over the world at the same time and the fix become worldwide at the same time, smartthings servers went offline at same time everywhere (africa, asia, europe) and become available (partially) around the same time all over the world, even people from North America complained same the same issue.
The system was down for more than 7 hours all over the world and you guys say that I should "clear my cache" like is a local issue on my hub, and not to anyone all over the world.
Clear the cache my ass.
**From:** REDACTED <EMAIL@outlook.com>
**Sent:** Friday, February 2, 2024 16:17
**To:** Samsung Apps & Services <help@apps-support-samsung.com>
**Subject:** Re: SmartThings
Are you kidding me!?
The whole Samsung SmartThings was down to entire Europe and Africa, in fact nothing was working all over the world except North America.
You guys trying to "wash" it by clearing some cache?
SmartThings forum is full of hundreds of same reports for yesterday, Reddit is full of hundreds of such reports from people all over the world, in same time.
What the hell are you guys talking about cleaning some cache, don't treat us as stupid.
The issue was somewhere on your servers side, as all your servers got 404 or time out.
Not even the web platform wasn't working my.smartthings.com.
**From:** Samsung Apps & Services <help@apps-support-samsung.com>
**Sent:** Friday, February 2, 2024 4:11:40 PM
**To:** REDACTED <email@domain.tld>
**Subject:** SmartThings
Customer Support
• Notice from customer center.
Dear Customer,
Thank you for contacting us. We appreciate the opportunity to assist you.
From what you wrote, I understand that you encountered issues with Smart Things.
Since this might be caused by an internal software issue that has not been properly updated with the software update and the new Smart Things version, please follow the steps below in order to try to solve the issue:
Go to Settings > Apps > Smart Things > tap Force stop > Storage > Clear Cache, Clear Data.
Please also check for an update for the application and update if necessary from: Smart Things > Menu > Settings(Cogwheel at the top right) > About Smart Things.
Should this not work, please contact us again for further investigations. Also, for us to have a better understanding on the matter, you can also send us your error reports from Smart Things > Menu button > Contact Us > Error reports > Enter a short description of your situation and submit the log files.
If you encounter any other unexpected situation and have more questions, please do not hesitate to send us your request by using the “Contact us” option on http://account.samsung.com and our support team will assist you with all the necessary information.
You can also reach us by accessing our website at https://samsung.com/support/your-service, selecting “Sign in” > “App Inquiry” > filling in the form and tapping on “Submit”, or through the Samsung Members app on your mobile device.
Thank you for using our services. Your satisfaction is very important to us.
Kind regards,
Ben
Customer Service Center
• Here is your inquiry.
SmartThings 2024-02-01T19:04:14Z[Etc/UTC]
* This email was sent from a notification-only address. Please do not reply to this email.
2 Likes
And now, samsung.com not working - yea, time to ditch and switch.
No update, not even an acknowledgement of an issue and the status page saying no issues reported yesterday still.
The generic response to @Kowalski is totally bewildering and a sign they had no idea there was an issue.
The stuff people have connected to smartthings needs to run, and when it does go down as things sometimes do at least its noticed, it can’t be running in an unsupported black hole.
That’s me done with this platform.
All that local automations we have and when this happens it’s useless. Shame.
I feel more and more i want ti switch to home assistant.
1 Like
There are lots of options if you want a system which is primarily local. Different ones require different degrees of technical skill. Home Assistant, hubitat, apple home, homey pro, Zooz z-box for zwave, even ikea Tradfri only use the cloud for optional third-party integrations like voice assistants.
Technically, I’m not sure exactly what happened yesterday. It sounds like at least in some cases the hub was trying to do a firmware update. (maybe a new stock edge driver) when the cloud side went down and that’s what locked everything up. But I haven’t heard any details. Normally with smartthings, if their cloud goes out, you would lose app control And some automations like ones with light groups, but locally operating routines are supposed to continue. But I know some community members said they definitely did not for them. So a mystery. 
For me, one of the biggest vulnerabilities in the whole smartthings platform is that you can neither defer nor deny updates. They can, and do push them out at any time, even without notice, so, if something does go wrong, you’re really stuck.
Most of the other platforms do let you postpone updates, at least for a while. Eventually, like after a year or so, they may tell you that if you don’t update, certain features will no longer work, but it’s definitely long enough to work out any glitches.
In my case, I need continuous service most of the time. Not perfect, but at least as good as a typical dishwasher or washing machine.
Since I am quadriparetic (use a wheelchair and have limited hand function), I don’t have the option of “Plan B: just walk over and flip the switch.” And I have to have someone else do even simple, troubleshooting like pop the batteries out and put them back in to get something working again. And since the smartthings app is not voice-navigation friendly, I have to have someone else do most of the app work also. So I do often defer updates on other systems until I know I will have somebody available to help if there is anything minor that needs to be done after the update. Typically Tuesdays. 
I do like SmartThings and I do use it for some convenience use cases, but I had to move all my mission critical routines off of it eventually because I just don’t get the reliability I need. Choice is good. But outages suck. 
4 Likes
Two or three years ago, Samsung moved all of the smartthings support over to their general Samsung helpline. The first people you get are Frontline staff just working off a script. They typically don’t know anything about smartthings, and since smartthings does not have a culture of change logs and keeping the status page updated, they don’t have current information either. So they always take you through the same basic steps, no matter what your issue is. Eventually, if you persist, your issue gets escalated to an engineer who does know something about smartthings, but it can take several back-and-forth conversations to get to that.
It appears that Samsung has now decided that they want to force everybody as much as possible through an AI assistant first, which is what you now get from their “members“ app . That might give us better support than we’ve had with the general call center for the last couple of years, but again, unless they develop a culture of real time status reporting, the AI won’t have any more information about current problems then the humans do. It’s very frustrating. 
6 Likes
What other platform do you run mate? Do you run it in conjunction with ST. I have a Hubitat hub sitting here but haven’t bothered with it yet. It’s always in the back of my mind that I really should.
I like the idea of Hubitat shuts down the hub will still work. I’m certain that’s not the case with ST.
1 Like
I already had an iPhone, so I run mostly Apple home. It’s very reliable and over the last three years they have added more and more sophistication to the available rules engines. I do need a third-party app for the most complex rules, but again, it works very well. And I can postpone any of their changes if I want.
The biggest negative with that system has been the cost of the individual devices, but since Meross and Aqara got on board, that’s come way down, and matter is adding even more choices. So now it’s typically price competitive as well. And it’s a great platform in terms of accessibility. Voice navigation is nearly perfect.
I also use a Phillips Hue Bridge, 3 aqara hubs, an Amazon fire tv cube, a separate security system, and a medical monitoring system.
I prefer the Alexa voice recognition to apple HomePod mini, so pretty much everything I get has to also also work with Alexa. I also Alexa routines a lot. My good morning Alexa routine physically opens the back door, opens the front room curtains, Turns on a pathway of lights from my room to the back door, Plays the weather forecast, then turns on the news on the television. 
My microwave, toaster oven, kitchen faucet, heated mattress cover, air purifier, hvac, and sprinkler system all get brought in via Alexa as well. I use IBeacons to create micropresence options and SwitchBot button pushers to add voice control to dumb items like the blender.
Siri is my voice backup if Alexa isn’t working, and voice navigation on my iPad works with the Apple home app even if the Internet is out completely.
It doesn’t bother me to have multiple hubs and multiple apps as long as each individual use case works the way I want it to. I know that’s not true for everyone.
There’s a project report on my setup in the forum, if you’re interested in details:
Adding Home Automation in Phases: my limited investment strategy
To Your specific question, lots of people run both smartthings and hubitat, mostly because they like the SmartThings app better. Check “edge services” in The quick browse lists to find some options people have set up to run the two together. You’ll still be vulnerable in all the same ways to whatever smartthings does, but your hubitat system won’t be affected and can serve as a good Plan B.
FAQ: Using the quick browse lists without the community wiki
I’d still like to know why some people lost even local routines yesterday, though. I mean the technical reason. Something odd happening there for sure.
The only thing I can think of that might make sense is if the new backup system will never complete if it was in the middle of a backup when the cloud went out. Thus tying up the hub forever until the cloud comes back. That could be something that would affect some people and not others. but I’m totally just guessing there, I have no idea of what actually happened.
5 Likes
Helpful as ever mate. Thank you.
2 Likes
Same here. Still 503, Any news?
Ive had the same problem in the US for three months now
Does anyone still have the same issue?