ST Largely Stopped Working: SHM Stuck in ‘Armed Away’ and most 3rd party Smart Apps just flat out don't work

General Discussion
1

I’ve placed a support email, my first one ever so I’m not sure what response time I should expect. Considering my issue is related largely to the ST device refusing to update state on SHM which is all core functionality I’m hoping they’re dive in quicker then “you broke it you fixed it” might net me.

I’m hoping someone here has run into this issue before and has some debugging things I can try beyond what I’ve done. Here’s the symptoms and what I’ve done thus far.

I’m using the v2 hub firmware: 000.024.00011 and the ST Classic for android vs 2.17.0 - build# 448328

My wife uses IOS ST Classic as well, but I don’t have the device in front of me so I can’t say the version. That being said the behavior is the same for both so I’m assuming it’s not client related, but something with the ST hub or the cloud backing it.

Symptoms
I’ll preface that everything has worked fine for months with no recent change on my part.
What is not working

  • BigTalker2 stopped reporting doors opening / closing
  • Proximity turning off / on Alarm does appear to be working, but it could be the SHM as the root cause so not sure yet there. Yet ST showed proper state of all proximity sensors.
  • The OSRAM Lightify Dimming Switch Binder device driver I was using with Smart Lighting stopped working
  • The actiontiles states that everyone is GONE (LIfe 360 Proximity Sensors on our phones)
  • SHM stuck in Armed Away regardless of state selection changes. It says it switches, but upon refresh its back to Armed Away

What still works

  • konnected alarm panels and all attached sensors update state as doors and windows update
  • All zwave / zigbee switches still work when toggled via the ST Classic mobile app as well as their physical devices. (With the noted exception of the OSRAM Dimmer switch controlling two smart lights
  • Routines work if manually selected
  • August Lock Device handler still works fine

What I’ve tried

  • I’ve tried rebooting the ST via the IDE several times, I’ve pulled batteries, power, and ethernet. No noticeable effect
  • I’ve removed OSRAM Lighting Dimming Switch and virtual dimmer it controls
  • I’ve removed Smart Light smart app
  • I removed Webcore in IDE and Smart App on Mobile (wasn’t using it at present)
  • Disabled / Deleted Routines that used proximity Sensors to run
  • Removed ActionTiles Smart App in IDE / Mobile

Will all of that removed the only thing left is a August Smart lock Device Handler and the konnected device handlers and smart app, which as I stated work fine given the weird state.

I did not try removing the Life 360 Smart app because ST was still showing accurate proximity status so I assumed it was working.

With all of that removed the state of SHM is still stuck in Armed (Away) mode. I’ve looked at the events and device logs and everything seems normal there. I don’t see any weird errors. I also see where the SHM is polled for state and always returns Armed (Away). So seems consistent with what I see on the UI (Mobile app).

Any wisdom as to what I might try next would be greatly appreciated. TIA

2

Your routines still have the presence sensors and SHM status tied to them?

3

Since SHM has cloud components & all 3rd-party apps run in the cloud, that could be the common denominator.

Do local things seem okay?

It will be interesting to see if it “just fixes itself” in time. We have no real visibility into what SmartThings does to/with their cloud…

Good Luck!

4

also, have you tried deleting SHM and setting it back up?

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5

Your routines still have the presence sensors and SHM status tied to them?

I removed the routine that was set to “everyone leaves” by default the “Good Bye!” Routine and it made no difference to the state of SHM.

6

also, have you tried deleting SHM and setting it back up?

I have not removed the SHM. I’ll try that and get back.

Update
It just fixed itself. I was waiting to make the changes after a meeting I was in and it just started working again.

7

Hey Barkis,

Since SHM has cloud components & all 3rd-party apps run in the cloud, that could be the common denominator.

Do local things seem okay?

yes everything locally was working that didn’t use 3rd party components. What caught me odd was that konnected.io alarm boards and devices were still working as expected. But wouldn’t that have been cloud based.

It will be interesting to see if it “just fixes itself” in time. We have no real visibility into what SmartThings does to/with their cloud…

As it turns out the SHM just fixed itself.

I was thinking the same thing that it was a cloud component issue. But I assumed that I’d see something on twitter or it would be a larger issue with all or at least regions of ST users. I have a friend that has a similar ST setup less than 10 miles from me and his setup was working fine.

I didn’t have any internet issues at all yesterday so I was a bit baffled as to why the cloud components would have been crapping out.

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8

Awesome!

Circumstantial evidence, but this does happen from time to time. You just saved yourself a bunch of work! :sunglasses:

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