I am writing to report a persistent issue with the SmartThings mobile app on my Pixel devices. After switching to a new Pixel 10 Pro, the app fails to load the detailed control panel for my three air conditioners, which are connected directly to my Wi-Fi. The app gets stuck on a loading screen when I try to open the specific device controls.
Summary of the issue
Problem: The device control panel for three Wi-Fi-connected air conditioners gets stuck in a loading state within the SmartThings app.
Affected devices: A new Pixel 10 Pro and a Pixel Tablet. The problem began on the Pixel 10 Pro and subsequently affected the tablet after I attempted a full app and account reset.
Working functionality:
I can turn the air conditioners on and off using the simple button on the main device page in the SmartThings app.
The air conditioners are correctly reported as “Online” in both the app and the my.smartthings.com web portal.
I can fully see and control the devices via the my.smartthings.com web portal.
Google Home can also perform basic on/off actions.
Non-working functionality: The app fails to load the full interactive control panel for setting modes, fan speed, temperature, etc.
Device profile: The ACs use the device profile DA-AC-RAC-100001.
App version: SmartThings version 1.8.37.23, SDK Matter version 1.4-0.
Steps already taken
Reinstalled the app: I uninstalled and reinstalled the SmartThings app on both my Pixel 10 Pro and Pixel Tablet.
Cleared app data: I cleared the cache and storage for the SmartThings app on both devices.
Deleted and re-registered devices: I “exited” SmartThings and deleted the devices from my account. I then re-registered the air conditioners.
Confirmed network connectivity: My phones and ACs are all on the same Wi-Fi network.
Rebooted everything: I have power-cycled the phones, the air conditioners, and my network router.
Confirmed online status: The my.smartthings.com web portal correctly shows the devices as online and fully controllable.
The issue appears to be a bug in how the mobile app processes and loads the full control interface for these specific Wi-Fi devices. Since the web portal works, the problem seems to be limited to the app’s display of the control panel, not the cloud service itself.
Could you please assist me in resolving this issue?
I’m hoping someone can help me figure out this problem. I found a Galaxy S21 and configured smartthings on it, with the same account, and obviously, it works perfectly. It’s fast and responsive. On my Google Pixel, it still fails to load the device’s details.
I took a Wireshark capture on my fritzbox to see the difference:
1. The Working Flow (Galaxy S21): From the capture, I can see the AC units maintaining a stable connection to the SmartThings cloud. When I use the S21, it maybe try somethings in CoAP), and then it immediately starts a direct TCP stream with the AC’s local IP address.
2. The Failing Flow (Google Pixel): With the Pixel, the app never starts the direct TCP connection to the AC.
Capturing directly on Pixel, it talks a lot with cloud (I could see DNS request vs *smartthings.com and the tcp threeshake) but nothing When I run a packet capture directly on the Pixel, I can confirm it’s communicating with the SmartThings cloud. What’s strange is that I can successfully turn my AC on and off, but the capture shows this is all happening via the cloud.
Even when the ON/OFF command works, I see zero direct traffic between the Pixel and the AC’s local IP.
My S21 proves a direct local connection (on port 5050) is possible and faster. My Pixel proves it can control the device, but it’s only using the cloud.
Does anyone actually know what the intended workflow for the SmartThings app is? Why would it force my Pixel into a “cloud-only” mode and refuse to use the local connection that is clearly available?"
Please report this to Customer Support along with your findings of changing the app version which made it work. There are no agents here from that team, and they have the possibility of escalating issues to the corresponding team.
Open the SmartThings app
Go to the menu tab at the bottom-right corner.
On this page, select the option “contact us” and then go to “Error reports”
Select the topic related to your issue and follow the steps to submit your support request
Hi,
Thanks for response. I already report this to customer support, but response was not really helpfull.
Response:
1.Try uninstalling and reinstalling the app.
2. Switch the connection, then try logging into the app and adding the device again.
3.If the issue persists, contact the device manufacturer for assistance in extracting the log files.
As I wrote, older version is working so there is high probability that there is something wrong with new app version.
Also I am not willing to spend more time with investigation. I wrote above message for Luca so he will be able to solve his issue or maybe someone else with same issue.
That’s insane!!! Same reply from the customer support!!! and We haven’t “error” to report… because from the pixel (tablet and 10 pro) just stuck on charging the device!!!
Thanks for your solution, @Jozef_Bulko !!! But I hope they’ll fix in a new version instead install an older “unsecure” one!!! hope never die…
