The SmartThings app is unresponsive when trying to access my TV and Soundbar, Nothing seems to work, Uninstalling SmartThings removing the Devices from the Application, Nothing works, I am able to access My Hubs via the Application, and make changes to them
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I seem to have the same problem. Smartthings on Android doesnāt register any phone taps when Iām in my device UI. The app itself works fine otherwise, just not when Iām in my sound bar device.
Iām on the latest smartthings app, using Google Pixel 7 pro, Iāve tried rebooting the phone, clearing app cache, app data, reinstalling. Iāve also checked all other apps overlays, nothing is in conflict. Nothing is fixing this issue.
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Hi, @User_Ams007, @jrmmtl
Please report this issue to Customer Support through the ST app; they are not present in the Community.
If you have issues with their responses, please let us know.
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I am having the Exact same issue, I emailed customer service and havenāt received any type of response,
Iāve gotten a response and they had me try a few developer settings tasks on the android OS, but the problem still persists.
This issue is appearing on other message boards too, so we arenāt the only ones with this bug. I hope theyāll pay attention to this and rule out user error quickly enough.
Hi, @User_Ams007, @jrmmtl
Sorry for the delay.
Did the Customer Support team ask you to collect app logs or any other evidence? Did they mention something about escalating the issue?
I ask to avoid duplicating efforts. If not, we need the following, please:
- Screen recording showing the issue you get, this is to see which steps you follow and at which point the app doesnāt respond (this should include the current time)
- Collect the app logs after replicating the issue (in less than 1 minute because they get lost rapidly).
- Go to Menu > Gear Icon > About SmartThings
- Tap the SmartThings logo 10 times.
- This will open the developerās space > tap āreport a problemā
- This will send you to the report page. Select a frequency and write a short description of the issue.
- Click on āReportā and a log file will be generated for you to send over email, please do to build@smartthings.com
- Support access to your account
- 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.
- Enable support access to your account:
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (ā®) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select āUntil turned offā, once the team finishes, weāll let you know so you can disable it again.
More info about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support
Hello @nayelyz ,
Thank you for the prompt reply.
No, SmartThings support did not ask me for logs or screen recording. That said, Iāve followed every step you shared with me, and sent the email with the log as well as the screen recording with date and time.
Please note that many people are now reporting the issue in the Google Play Store SmartThings app reviews. You can see this by sorting by date. My biggest hurdle right now is getting the support team to understand that this is not an issue with my phone alone, but that it is widespread among many, many users.
Thank you kindly,
So the issue seems to be fixed as of this morning.
Settings now respond again!
So did it just all of a sudden start working for you? Iām having this issue myself right now. App works completely fine, I can even broadcast a message through my Soundbar through the āBroadcastā option in the app.
The moment I select either my S90D TV in the bedroom or my Q930D Soundbar card through, then it seems like the app glitches/freezes. I can no longer even select the ābackā option to get back to the main menu of all my devices - I have to actually do the gesture to āgo backā to the previous screenā¦ā¦ā¦..it becomes completely unusable with the phone remote.
My physical remotes work completely fine and the devices themselves are completely fine, itās just the remotes on the app itself that freeze up.
Was this resolved for you as well? Iām currently experiencing this issue. I first noticed this today, although Iāve been out of town since Tuesday evening. When I first tried using it last night I realized I could change my sound ar to ānight modeā like Iām used to doing and instead had to use the physical remote which is a slight pain in the ass compared to the app, for me at least.
What is causing this and what should I do to fix it? Iāve tried restarting just about everything and even factory reset my soundbar thinking it was just the soundbaR at one point - now when the initial set up options come up like āBixby or Amazon Alexaā I canāt even select an option; also happens when it asks about āGoogle Cast.ā I canāt even select the āSkipā option or anything, just freezes and I canāt actually select any options once Iāve selected the soundbaR card on my SmartThings app.
The problem has been fixed for me Except That My Soundbar will not let me configure Amazon Alexa ,The Application just locks up and then a Few minutes later ,Chrome Loads a page that takes me to The Amazon login page,
Iām having the same issue.
Please Open the Samsung Members App and send them a Message about the issue and make sure you include the Error report
Hello!
New user here. I joined to report a problem Iāve seen mentioned here on the forums already as well as on a few other forums.
I attempted to use the SmartThings app to control my Samsung TV today and the app freezes when you launch the remote portion of the app. It seems to function fine as long as you donāt launch the remote but if you launch the remote the app seems to freeze immediately and wonāt work at all afterwards unless you close and reopen the app. Iāve checked to ensure my device and the app are up to date, restarted everything, cleared the app cache, and uninstalled and reinstalled the app. It seems to be the same exact issue outlined on this thread: Smartthings unresponsive though that user reported their issue was resolved. I went ahead and completed the steps suggested in that thread. Just wanted to open my own thread to track the issue and receive further assistance if needed.
The issue is no longer affecting me. I ended up removing my TV and soundbar, plus the hubs that were attached to my SmartThings account. After I added the devices back to SmartThings and reconnected the hubs, everything went back to normal. I believe that the problem is with the Samsung SmartThings backend servers or something. I have tried reaching out to Samsung Support directly and havenāt received any response yet.
Hi, @Diego_Ramat, @gambo
Since some mentioned having issues to get a positive response from Customer Support, weāre helping to report this by collecting the information I mentioned here:
@Adam_Fuller already sent his info, so I will create a report using that evidence first and will add you once you provide yours.
Customer service has not responded to the 3 Error reports that I have sent them, I have also Submitted a Error report using the Samsung members app, Which sent the Data log files, The problem has something to do with the Samsung SmartThings backend servers,
Hi,
Customer service (expert) logged in to my phone remotely. They went in to a few devices in the app and tried to click a few buttons. Confirmed none of the buttons were responding. They took the log file and said they would escalate it. Unlike what other have mentioned though, my app is still not functioning. Although I have yet to try and uninstall and reinstall it so far today.
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Oh they also asked if the issue had been mentioned on here. I told them that it had and also mentioned that there are a lot of recent google reviews saying the same. They said they would pass this info on.
