Smartthings error with Shelly service

General Discussion
1

Hi, Recently I have issue with smartthings on Android as when open linked service and try to check shelly integration I got (something went wrong, try again later) please note that I tried different Android devices with same error but when I tried smarthings on Iphone with same account on Android it works normal without error, so the issue only with android and only with shelly integration as other services like tapo or ewelink work normally…appreciate to help me solving this
Please note that android devices are samsung s24 ultra all running Android 14 with one ui 6.1 and smarthings app version 1.8.28.21.

Screenshot_20250324_223946_SmartThings
Screenshot_20250324_223946_SmartThings1080×2221 59.6 KB

2

@nayelyz can you help please

3

Did you ask Shelly support? They create and maintain the integration.

4

Yes and they asked me to contact smarthings support

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IMG_0479
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6

Hi @raed.jarrar

The engineering team has requested some additional information to investigate your case further. Could you please go through the entire process again until the error appears and send us the app logs? At the same time, please record the screen while showing the error.

Note: provide the timestamp of when the error happened, along with your local timezone.

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If you have Android, follow these steps:

  1. Go to Menu > Gear Icon > About SmartThings
  2. Tap the SmartThings logo 10 times.
  3. This will open the developer’s space > tap ‘report a problem’
  4. This will send you to the report page. Select a frequency and write a short description of the issue.
  5. Click on “Report” and a log file will be generated for you to send over email, please do to build@smartthings.com

Also can you enable support access to your account so I can check its details, 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:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. 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.
7

All requested steps done and send an email, the email that used with smartthings is the same I used in the forum.
The video shared by second email i sent to build@smartthings.com

8

Hi @raed.jarrar
The engineering team has requested that you enable access to your account again, please.

  1. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. 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.
9

Ok done, waiting for the update

10

Please tell me when I have to switch the authorization off again

11

Thanks for following up! We’ll let you know as soon as they confirm that support access can be disabled again. Thanks for your cooperation!

12

Any update?

13

It’s work normally today…thank you so i will stop the remote access for my account