SmartThings V2 hub getting “There was a problem connecting. Check your network connection and try again.” While using the app.
I seem to be getting this very frequently on all devices. When I go in to view the device or look at the history. I’m attaching a screenshot showing one of the devices that the problem just occurred with. However, it is not an issue specific to IKEA device problem also happens with all my other devices. Plugs, water sensors, lights, motion sensors.
I have been using Mariano’s drivers for most of my devices because it provides more detail than the SmartThings drivers.
Has anyone else seen this message and do they know of any resolution for it?
Until now this message appeared when some capability had not been initialized and the event to be displayed when the app timed out had not been received.
Since the last update, on Android, it appears for no apparent reason since all capabilities have a valid value.
It also appears sometimes when viewing the device history.
Also, frequently, the value shown by the tile and the details view becomes desynchronized.
Sometimes I also have to close and reopen the app for it to show the all devices actual updated values.
Anyway, we’ll have to wait for them to fix it or mess something else up.
I don’t know if they’ve changed anything in app, but today I haven’t had the error on any device.
They fix things without changing the app version, like they fixed all the data graphs a few days ago, which were always displayed, and they added the graph for the last 1 hour that had disappeared in the initial update.
Hi, everyone, we’re monitoring this issue and will try to replicate it.
I see @Mariano_Colmenarejo mentioned he hasn’t gotten the error recently but it would be helpful for us to get the app logs if this continues happening every time you open a device. So, if someone can help, please let us know.
Seems to be happening today worse than yesterday and almost every device creates the error. Support still has access to my hub if they want to take a look at all the errors I just got while I was checking my devices
ah, so, are you already in contact with someone helping you with this issue? If you have tickets opened with Customer Support or somewhere else, our team cannot see it. Also, to avoid double-work only one team should check the issue.
The button “Report a problem” helps generate the log file but doesn’t send it automatically, so, I didn’t receive it.
@ronczap, I got your email, the missing information would be which device(s) you opened where you saw the error and the approximate time of this action to look at the logs. It’s important to note that you need to replicate the issue and generate the app logs immediately after so we get the relevant info.
Also, we don’t have access to your account yet to get the IDs of your devices, please open it as follows:
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
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.
“which device(s) you opened where you saw the error” - It happens when the SmartThings app isn’t even open
“It’s important to note that you need to replicate the issue” - I can’t replicate the issue - it just occurs randomly when I push the button on my phone to view the screen.
Since the app isn’t running, there is probably nothing being written to the log.
Sorry, I can’t be more help. Maybe the next time I can make note of the time and capture the log info…
My email account is the same for the forum and my Samsung acct.
I set Account Data Access until turned off.
This is very strange, the error should appear only inside the SmartThings app. I know this might sound too Customer Support response, but I would uninstall and install the app again to make sure it isn’t in a weird state.
If the problem persists, take a screenshot, you can do it from the “locked” page of your phone since it appears when you push the side button to wake up the screen.
If the app is indeed sending these events, I believe there should be logs about it as well, so once you see it you can get the app logs, please.
