SmartThings Find - Device duplication problem

Devices & Integrations
1

Hi,
Recently after changing to a new phone in Find service my Galaxy Fit3 band shows up twice. In one it does not show the location and displays Error reading location. What can I do to remove this band from my account?

Sorry if I made any mistakes, I’m from Poland.

Best regards,
Kacper

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2

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3

Will you help me? @nayelyz

4

Hi, @kaaaacper2
Have you reported this to Customer Support? This falls within their scope as it’s an issue in the app. You can contact them by following these instructions:

  1. Open the SmartThings app
  2. Go to the menu tab at the bottom-right corner.
  3. On this page, select the option “contact us” and then go to “Error reports”
  4. Select the topic related to your issue and follow the steps to submit your support request
5

@nayelyz They are helpless. And you, as a Developer, are not able to help me?

6

SmartThings has the concept of mobile connected BLE devices that have a close affinity with SmartThings Find but phones and tablets seem to be using the old Samsung Find My Mobile, and the Find service seems to be a fusion of the two. So it isn’t really clear how bands are plumbed in, and sadly the Fit 2 isn’t supported by Find otherwise I might have some insight.

Is the M12 your old phone? If so, have you erased all trace of it from that phone? It just seems possible that as the band is associated with a specific phone, the same band associated with two phones might be considered as two different devices.

The old Find My Mobile website morphed into the SmartThings Find website but now they seem to have moved on to the Samsung Find website and also an app. Maybe they are worth checking out to see if there is anything that might help you.

7

Hi, @kaaaacper2

The functionality of the Find app is not exclusively located in the SmartThings platform, so we need to put it in the right queue. The Customer Support team you tried to reach out to was through the Members app on your Samsung device or through another path? The first attempt should be contacting that support team to see if they can escalate it accordingly.

8

@nayelyz I contacted Samsung using this site: Request for mobile repair, Samsung
Today I got a message that the duplicate device was removed. And that’s exactly what happened.

I will post here some information from Samsung:

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Thank you for your help @nayelyz @orangebucket