I’m trying to send error reports to ST support via the IOS app. I’m successful sending text, but neither my attached screen shots nor the error log seems to go through. I notice on the response email, that there is a link to a different site (Confluence), but my ST credentials don’t seem to work. Is there something more involved than attaching screenshots and selecting the provide log button to send ST these items?
Hi, @homeagain
Were you able to provide the necessary information to Customer Support?
Sort of. I had to use another approach to get files to them. In the end, they suggested to remove/ re connect the devices. So far its working, but it’s only been about a month.
The same thing keeps happening. I bought a new device with newer firmware and it just did the same thing, so there is still an issue. Any ideas?
Hi, @homeagain
In the original post, you mentioned having issues getting logs to the customer support team. Is that the issue you mention,ed or do you mean something with the hub?
The issue is the sensor issue that I initially reported. Iv’e confirmed it is not solved and is also happening on a new device. I’ve not tried to re-send the log files.
Hi, did you report it to us (Developer Support team) as well? I looked for tickets with the email registered here, with the link of this post, and got no results.
Can you let me know if you used another email to report the issue to us to look for it, please?
If you only reported the issue to Customer Support, we don’t have access to that information and would have to provide more context.
No- I’ve not yet reported it again except here. Should I report it again, even though I may not have much to show (I’m guessing data is gone by now)? Or should I ask to have the original ticket re-opened?
Can you share the post where you did, please? Because in this thread you only mentioned the issue of sending the logs to the support team.
I need to know more about your issue so I can ask for the correct information. If the ticket you mentioned is with customer support, you don’t need to re-open it since I won’t be able to see it.
HomeSeer MF Sensor ‘lux’ Not Updating (4/15/24) - General Discussion - SmartThings Community
I’ve reached out to both Homeseer and ST support previously. The only recommendation I got was to remove and reinstall the device. I’ve tried this and it doesn’t work. I recently bought a new device (with newer firmware) and it did the same thing.
Okay, so if I understand correctly, when you installed your device, the value for the illumination measurement was working, but then it stopped updating, correct?
I see you made some driver changes. Just as a reference, this is not highly recommended for troubleshooting since this change doesn’t trigger a “re-configuration” by itself. The driver must call it separately, and not all do this.
For that, you can:
- Reset the device without deleting it from SmartThings
- Then, put the device in pairing mode
- Try a “scan nearby” again and it will be “re-joined” which means it will be configured again.
Are you currently using a SmartThings driver or the HomeSeer driver?
What we can do to see if the device is initially configured correctly is what I mentioned above but before starting, set up the CLI and run the command
smartthings edge:drivers:logcat [DRIVERID]
- The terminal will ask you to select a driver, so, please do
- Then, perform the actions listed above and you should see the events coming up there.
- After the process is finished, copy those logs into a file and share it with us to build@smartthings.com please
- Finally, submit the hub logs to see if there are any errors registered there.
- If the illumination stops syncing at some point, please submit the hub logs again to see if there’s any message that could help us identify an issue.
Here are the instructions to send the hub logs:
- In the Advanced Users app, enter the “Hubs” section
- Enter the corresponding Hub and click on “Dump Hub logs”
- Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
- You’ll get a green box at the top confirming the Hub logs were requested.
Also, please open 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 (⋮) and choose Settings
- Toggle on Account Data Access
- 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.
Thanks for the extensive instructions. Yes, your understanding of the issue is correct. I think the issues arose post Edge drivers being introduced. The driver change was an attempt to see if that impacted things and while not recommended, it usually restores the lumen collection. I usually use the Home Seer driver and then switch to the Z wave sensor for a bit and then switch it back. How do I reset the device without removing it?
I downloaded CLI last night, but when I open it in windows, it does its thing and then closes. Any suggestions how to start it so it stays open?
I’ve also granted access to my account.
Thanks
Ah I think it isn’t possible with Z-Wave, sorry for the confusion. I’ve seen that with Zigbee, you need to reset the device to the factory configuration (the instructions depends on the manufacturer)
So, if you change drivers and starts to work, it would be useful to see the messages of that event.
About the usage of the CLI, here are detailed instructions for Windows
- Download the latest release file of the CLI and save it in a specific folder (you need to use the one that says “winx64”)
- Unzip the file from the downloaded Zip file, you’ll see a file called “smartthings” as shown below:
- Open that folder in the terminal. You can do that by copying the path as shown in the picture above, eg.
C:\st - Then, in the search box of windows menu look for “CMD” and open the "command prompt”
- Now, in that window type “cd” followed by the path you copied, for example:
- Hit “enter” and now you’ll be “inside” the folder.
- Run a simple command such as
smartthings devices. You might see an error like this one because you haven’t authorized access yet:
- This will open a browser page where you have to log in to your account and authorize access.
- Once it says “you can close this window”, run the command
smartthings edge:drivers:logcat. - It will prompt you to select a Hub and will connect to it.
- Then, you’ll start seeing messages from drivers in your Hub, now it’s time you send the commands.
- Once you finish you can use ctrl+C to close the connection and you’ll be able to copy the logs registered in the console into a file and share it with us or here directly but they can be pretty long.
I would like to see the details of your device like its fingerprints, could you share its name and open support access, please? I tried with the account registered here and didn’t work