SmartThings Zigbee Window Treatment Issue

Devices & Integrations
1

Ok, this just started happening fairly recently, but it was before this last app update. Here’s the issue. I have some window blind automation devices called eWand. They’ve worked for years with the standard Zigbee window treatment driver. Now, when I open them in devices, I get a message “This device hasn’t updated all of its status information yet” pop up and none of the controls work… except one. The Preset Position button is the only button that functions. Open, Close and Pause are greyed out. I’ve tried removing the device and adding it back in, same result. It’s not a driver issue and I know this because I have an older phone that I run a previous version of SmartThings (1.8.07.23) and on that phone everything works correctly, so it’s something that has been changed in the app itself that is causing this.

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Here’s a picture of both the current version on the right and the older version on the left.
All of the buttons in the current version do not function (except preset), the other odd thing is that the battery percentage is working in both versions, so the device seems to be updating it’s status properly.

I also have some Yoolax roller shades, they use the same standard Zigbee window treatment driver. They work fine, so the app does what it should do with all my roller shades.

I’ve tried using the web version of SmartThings and the results are different but not better. The preset button works (as it does in the app), but the open toggle doesn’t, if they shade is already open, the close toggle does.

I have some routines setup to control the eWand blinds for sunrise and sunset. (Open after Sunrise and Close at Sunset) These function properly, even though the app will not let me control the blinds manually.

Also, the open/close functions work properly in Goggle Home, but not a percentage. I have ST’s linked to GH so I can use voice control. So, better, but not how it used to work either.

I had a different issue a few weeks back and tried to report that to SmartThings, used the link in the app and tried to use the chat option, but got a Samsung rep and essentially told me that they didn’t have any information about SmartThings it was only for general information about Samsung devices, specifically phones.

What good is a “contact us” link, right in the ST’s app, if you can’t get support on SmartThings?

2

Hi @ericreed5280

Could you enable support access to your account so I can check its details, please?

  1. 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.
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. 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.

More info about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support

3

I’ve granted access, my email and account have the same address. The devices that are having the issue are the Living Room Blinds (2) and Dining Room Blinds (2).

5

Hi @ericreed5280

We reviewed your configuration and noticed that all capabilities related to windowShade are returning null values. We need to understand why the values aren’t being assigned.

Could you please run a test by sending a command and capture the driver logs so we can analyze the issue further? Note: Please include the timestamp and your time zone so we can align it with our log records accurately.

Logs of the driver:

  • Open the ST CLI
  • Enter the command smartthings edge:drivers:logcat
  • Enter the information requested by CLI
  • Now you must be able to see the logs once you see the message “connected”
    Note: verify that the hub and the computer are in the same network
6

Ok, I ran the command for about 8 minutes. The starting timestamp on my computer was 3:45PM and I’m in the MDT timezone.

7

Hi @ericreed5280
We didn’t receive the file. Please run the following command to get the driver logs:

  1. Open the ST CLI
  2. Enter the command:
    smartthings edge:drivers:logcat
  3. Provide the information requested by the CLI
  4. You should start seeing logs once the message “connected” appears

Note: Make sure your hub and computer are on the same network

After that, send a command to the device, wait for the logs to be generated, save the file, and then send it to us at build@smartthings.com

Important: Please include the timestamp and your time zone so we can align it with our log records accurately.

Let me know if you have any questions!

1 Like
8

I’ve sent the log file to the email address provided
The device I issued the command to was Living Room Blinds - Front

I sent and open, close, preset, pause and close command.

I had to do this from the old app version referenced above, as the only command that works in the current version (1.8.34.21) is the preset.