Tailwind Integration Failing - Tailwind Support Says it's not them

Devices & Integrations
1

I have a new Aeotec ST Hub Setup, Firmware 000.053.00019, and trying to add my Tailwind Garage Door Opener to my app. Tailwind has been setup, operational within their own app (IE connected to internet, fully functional etc). ST Integration has been added on the tailwind side

Going through the add device, going to tailwind, and then entering my credentials for the tailwind account I’m getting the following errors.

IMG_8150
IMG_81501179×2556 92.7 KB

Tailwind support basically has told me “Well no one else has said this is an issue with account linking, so it must be ST”

Anyone encountering something like this?

2

Here is the second error I receive as well when attempting to retry (couldn’t add 2 images to the first post)

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IMG_81491179×2556 91.8 KB

3

I would recommend reaching out to ST Support to report the issue if you haven’t already. In the app, tap on Menu and Select Contact us. Be sure to include app error logs. You will probably get a response to clear app cache if it is Android or to uninstall/reinstall the app so be prepared for the tasks.

These connection issues do occur with different integrations now and again.

one thing you can try but I don’t believe it will have any effect with the issue. Change the default browser on your device. You can change it back after trying.

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4

Hey jkp - This is actually a friend of mine and we’ve tried all that. He’s reached out to SmartThings support and gotten no help. So far he/we have:

  • Tried uninstalling/Reinstalling the app on his iPhone
  • Tried installing another browser (Chrome), setting as default, and trying to add it again.
  • I tried adding his device using my phone to my hub (v3) and I have a android. I got the same error message which I think rules out the phone/app being the issue.

So he tried Home Kit and it added without a issue and is communicating through there which to me means it’s a SmartThings/Samsung cloud-to-cloud issue. And since support wasn’t responsive he’s kinda stuck. They sent him a email asking for more information from a No Reply address and he gets a bounce back which is super not helpful.

5

Contact Tailwind support as well. While it is most likely an issue on the ST side… let Tailwind investigate and either confirm that or perhaps they will step in and communicate with ST to try and resolve the issue.

6

We both contracted them separately and they said it’s definitely not them and only SmartThings support will be able to fix it. The fact it integrated into Home Kit on the first try makes me believe they are correct.

Just not sure to get someone at SmartThings that’s not a no reply email address. I mean how do you submit additional information if you can’t reply to the email?

7

I do not know with all the changes they have made over the past year…

if you are in the US… you can try calling them if that is still available. check in the app… tap on Menu and select Contact us to see what is available to you.

8

Funny you say that. Thats one of the ways he tried and got a reply asking for more information from the no reply email address. :upside_down_face:

9

tagging @nayelyz I remember she worked with a user some time ago who faced that issue so perhaps she has more info

10

Hello @no_torque ,

In order to investigate the issue you’re having with the Tailwind Garage Door Opener integration, I kindly ask that you follow these steps to provide us with the necessary information and logs:

1. Enable support access to your account:

  1. Please confirm if the email account registered in the forum is the same one you use for SmartThings. If it’s not, share it with me via DM.
  2. Enable support access to your account:
  • Go to SmartThings Web.
  • 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.

2. Additional Information:

  • The screenshots you shared show the time “5:12”, is that AM or PM?
  • Also, confirm this screenshot is from September 19th

This is to look for the logs of this attempt, if nothing is found, we’ll need your help replicating the issue.

Thanks!

11

Thanks Luis,

Sending you a DM for email address.

Support enabled as well.

That occurrence is from Sep 14th,

12

Hi @Luis_Humberto_Medina I just sent you a DM. I work at Tailwind and we’ve been trying to reach anyone at ST developer support that will help us do a deeper investigation. We could not find any issues on our side. Please have someone ping me so we can find the root cause, and if it is something on our side, we will take immediate action to fix it.

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13

Hello @no_torque ,

It seems I didn’t receive your DM, so I understand you might not have been able to send me the message. I sent you one as well, but you can also reach us at build@smartthings.com, and we will receive your case there in the same way. However, based on the information provided, we still don’t have access to your account at the moment.

Thanks!

14

Hi, @no_torque, @vseven

Thank you for the information you provided so far. As @HealthNut offered his help, we need to discuss some details with him to provide you with more feedback about the issue.
Once we have more information or in case we need your help testing again, we’ll let you know.

1 Like
15

If anyone else gets these exact error codes “unhandledError” and “isa_deleted” while attempting to link their Tailwind and SmartThings accounts please contact support@gotailwind.com and let us know you’re getting these exact error codes. We have found the root cause and can fix it for you. Currently there is nothing an end user can do to fix this.

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