This is extremely disheartening to hear. For every helpful advocate like Brian and JD that get fed up, there are probably many more who just silently give up. It’s as though no one is in charge of Customer Support. Communication is practically non-existent, and there is seemingly no prioritization of issues (all tickets are treated equally, regardless of whether it’s a light that won’t turn on or security issues)… The irony is that someone obviously IS in charge, as evidenced by the common tone of support emails when they eventually occur (i.e., a friendly and casual “Hey” salutation and the “Regards” or “Warm regards” closing).
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Everyone has fallen off the radar since the V2 launch. April I haven’t seen at all, she was at least a common conduit and visible face of ST which was welcome. I only imagine they are in full blown hellfire mode overthere keeping things stitched together.
That’s what happens when we don’t know more about the true status of things, a lesson hard learned myself running national programs with important operations on them. We make guesses and inferences by inaction, and they are rarely good.
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I seriously do wonder as such where is @April?
Not everyone! But they need some time to regroup, let’s give them a chance!
I don’t remember the details, but in a developer meeting we learned that April got a promotion and is now in a different, less user/developer-facing role.
Darn man! 
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Over time I’ve removed devices, reduced complexity and expectations. I’m pretty much sitting on the sidelines waiting to see what shakes out. I’m not sure if I’m just marking time or treading water. There seems to be no alternative in the near future which means many customers may leave the market instead of move to a competitor.
Still looking to get over that hump where things start getting better instead worse.
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I’ve been lucky. I only keep speaking up about it because I believe there is hope. I had two issues, both with advance notice, one from ST and one because I watch the community. In the first case, I simply manually switched my mode, and in the second case I added an IFTTT check that did not have to fire once, the problem was gone by the time I added my check. At no time did I have to reboot my hub. My IFTTT check would have handled both situations, so that particular issue won’t happen to me again.
I have approx 30 physical devices, and 25 smartapps, 10 rooms, 15 routines. Maybe my installation is small… but it’s been solid except this past week. Much more solid than anything I’ve ever used before (X10, Insteon, Homeseer) even including these last weeks.
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Yes, @April has moved over to the marketing team. We also lost @mager some time ago. Essentially the team that is dedicated to communication on this forum is @slagle and me - though @Tyler helps a lot too. We are growing the team back up, but the team size has had a distinct effect upon our ability to be present and communicative here. It will get better.
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As I say, I have a 125 devices and for the most part it works well, so I am generally happy. I kept a very straightforward and useful approach that has some complexity but I didn’t try to solve otherwordly problems like measuring LUX below 500, with Sound of dog barking, in Night Mode only, then fire Siren but turn off in 5 minutes. LoL
My comments are more my concern overall for ST, and its evangelists and community health. I have been much more the observer at this point since still on V1, but getting concerned with the direction and tenor of the community.
I am still a full supporter and its on our board for some initiatives for our firm.
@ben thanks for that explanation. I haven’t been here real long but definitely noticed a drop in participation.
As long as your comment that participation will improve, some of my concerns are soothed.
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All of my time based routines are still failing even after a re-save. Should this now all be resolved?
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Mine are still malfunctioning. I just do everything manually now.
My time stuff is working fine but my SHM didn’t notify me of anything today. Ugh.
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Everything is working fine here. 3rd day with no (major) incidents. Zigbee device all functional, including my presence sensor. No local processing, though.
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Just been scanning this thread and wondering something;
How is it that a bunch of people are having failures of timed events (myself included) and yet there are many others that are not having the problem? Aren’t timed events universal? It is a problem of the unlucky people being on one server and the lucky ones on another?
Even when there are major platform problems, why one group of people and not another?
Seems to me it would be a nightmare for technical support to diagnose and fix problems like this, or is it a case they reboot a server and hope for the best?
I have the same question. The problems I had disappeared in most part by this weekend. At the start of the week I had 1 time based event hiccup but that resolved itself and everything is working fine since then. Its a mystery.
I’ve been smooth with my simple setup since the ‘fix’, but “Good Morning” did not fire today. Sigh…
I believe my backup (IFTTT) fired my sunrise, and not my routine today. So there are still issues.
Similar, I had to reset my SHM yesterday and it worked this morning.
I wish there was a way the community could help ST. My sincere hope is that they have already identified a patch, and are testing it and being more careful about plugging holes. The problem with fixing things immediately under pressure is that sometimes you make things worse. That’s why I’m more patient than some folks here, I’d rather see good long term solutions rather than band-aids that cover gaping wounds.
I am very pleased that my IFTTT backup worked a treat, and I’m thinking there’s a whole cottage industry going to spring up in SmartApps that check on schedules, routines, and other SmartApps. With something this large, “self-healing” is the one word summary of what ST should be thinking right now.
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