SmartThings Tracker Error in new app

[mejifair (Erik)]

Hi all,

I pre-ordered the new tracker and got it today. Unfortunately, it gives me an error when I try to set it up, but the error is not very helpful. But I also have an issue with two home locations in my IDE and a bunch of unknown devices in the new app. I sent an email to support over two weeks ago and haven’t heard a thing.

Oh - and before you chime in with “just use the old app” believe me I am. I don’t plan on changing anytime soon. However, the tracker only works in the new app so I have to use it for that versus the classic app. Screenshots are below.

Can anyone tag a Samsung ST person that is the correct one so that they can read this? I think it’s pretty stupid that I started me free year of LTE coverage for the tracker today and I can’t even use it.

[oldcomputerwiz (Steve)]

Try calling support instead of emailing. 1-800-SAMSUNG. Get your spot in the phone queue and then they will call you back, no waiting on hold. The few times I used phone support I have been called back within an hour.

[jkp (on vacation until Oct 15, 2020)]

what happens if you change the location to the other Home in the new app?

[mejifair (Erik)]

There is only one Home Option in the new App.

[cl0udninja (Janos Elohazi)]

I’m in the same boat. I gave custommer support a call and on Android Pie the new Smartthings app can’t download device controllers. You’ll need to use it from another device that’s not on Android 9 yet.