The last couple of days I have not been receiving text/notification messages from my running routines. Otherwise, the routines run to finish without issue. When I do see a text/notification message, it usually the first entry only….and sometimes I receive no text message whatsoever….
I’ve performed all the processes to stop/uninstall/reinstall the ST app, restart Android phone, restart my Hubs, etc…but with the same results.
Anyone else having this issue?
Smartthings hasn’t been sending me text messages for the past three days. Perfect up to then.
Hi, @z4ib55, @Alrichengr
Have you reported this to Customer Support?
Also, @z4ib55, is there a reason why you created this post with the label webCore? I’m guessing you’re using the native option of sending texts/notifications in the SmartThings app, right?
Hi Nayelyz
No.
I chose this “topic” since I thought it should be under
“SmartApps & Automations/webCoRE”
And yes, it is the native texting function w/in the app that has worked for years until 3 days ago.
Thanx for responding.
Z4ib55
I just reported it to Customer Support. correct:–I am using native SMS. I just saw the post that had the same issue & responded.
Customer support has assigned a ticket and will get back to me.
Thanks.
How did u get to Customer Support?
How do you reach/contact customer support?
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
I called the 800 number. A customer service rep. answered right away.
Alan
Nayelyz
I can get to the app support you pointed to BUT any category chosen wants a device selected.
It’s not a device so how do I proceed using the app option?
The “something else” option does the same thing.
Is there another option?
Thanx
Z
In my device, I can click on “Continue” without selecting a device to the page where we describe the issue.
You could also see if there’s a number like, @Alrichengr mentioned, but I guess that depends on your region, and I don’t have information about it.
Thanx…it worked and sent.
I would select my hub in that situation
Hi Nayelyz
Customer Support seems pretty much useless…do you have another avenue to purse to have this addressed?
Thanx
Harold (z4ib55)
Hi, @z4ib55
I mentioned the part of the SMS notifications to the engineering team, and they are working on it.
However, since the push notification belongs to a different service, we need your help to investigate it further. So, please, help us collect the following information:
The name of the routine so we can look for it in your account
Trigger the routine, since the notification should appear instantly, collect the app logs right after triggering it:
Go to Menu > Gear Icon > About SmartThings
Tap the SmartThings logo 10 times.
This will open the developer’s space > tap ‘report a problem’
This will send you to the report page. Select a frequency and write a short description of the issue.
Click on “Report” and a log file will be generated for you to send over email, please do to build@smartthings.com
Take note of the date and time when the notification should have appeared so we have a good time reference and we can look for it in the Cloud logs and confirm the app logs captured the event as well.
Hi, @z4ib55
I’m following up on this issue, have you had the chance to collect the info requested? Or, please also confirm if the Routines that send push notifications are working correctly.
Hi Nayelyz
I have just returned from travel so, no I have not. I plan to do so this weekend.
However, I will tell you that it does affect all routines - it’s intermittent, and varies from routine to routine but does happen daily.
I plan to target one routine when it does occur, then proceed to capture the logs as such.
Will that work for you?
Thanx
z4ib55
Nayelyz…
An instance of missing native SMS/Text msgs just occurred. I followed with an email/log files per your instructions.
If you would like to see the email/log, just let me know.
Thanx
z4ib55
Hi, @z4ib55
I’m looking for logs regarding push notifications failing to be sent. The SMS/Text message not being sent is a known issue, so there’s no need to collect further info.
Can you confirm if your Routines that send Push notifications are failing or if they are working correctly, please?
Hi Nayelyz…
I do not use any push notifications; only SMS/text.
Should I change to “Push” in my routines?
Also, if it’s a known issue, do you know when it will be addressed?
Thanx
z4ib55