Unable to add my hub (stuck on "Turn on Cloud control")

Android (Q beta)
Pixel 3


I’m attempting to set up my v2 hub with the new smartthings app, but I am stuck on the “Turn on Cloud control?” dialog before it even prompts for details about the hub:

Every time I tap “Turn on” the dialog flickers and then re-appears; no progress is made, and I am unable to add my hub or any other device for that matter.

1 Like

_(splitting post because of the 1 image per post limitation)

It’s also worth noting that the main menu appears really confused as well (no location—I assume that’s what the blank dropdown is for):

Possibly related: The app did not create a location for me, and manually creating one had no change


By downgrading to 1.7.16-25, I was able to successfully add my hub.

happens to me as well… really crappy interface and setup…

I’ve got the same issue on Android Q (Google Pixel 3XL). Any workaround?

1 Like

Any ideas here? I am unable to pair my new hub.

I have this problem with a new hub and Android 10. I’m new to Smartthings but the first post on this thread accurately describes what I’m seeing. My brand new hub doesn’t work because of this—but it doesn’t seem to be fixable on my own. Has anyone else had this?

There are a few threads on Android 10 and the SmartThings app…

Be sure to report it to ST support

I first had this issue when I was BETA testing Android Q. Samsung said that they will fix this issue once Android Q becomes official. I guess they did not. Had to downgrade at the time to get it to work

I found my email with customer support… They need to fix the app. Android 10 blocks some type of background process that Smartthings uses. Android security was increased to stop this.

Keep reaching out to customer support

---------- Forwarded message ---------
From: SmartThings Support support@smartthings.com
Date: Wed, May 22, 2019, 5:25 PM
Subject: [SmartThings] Re: 732032 | Not Beign Able to Log Into Smartthings
To: >

In replies all text above this line is added to the ticket

Brittney (SmartThings)

May 22, 2:25 PM MST

Hi,

I do apologize, however, I still have not received a response. I have however sent a reminder to them. Thanks for being so patient. I will reach out once they reply.

Regards,

Brittney
Samsung SmartThings
www.smartthings.com

Brittney (SmartThings)

May 13, 6:14 AM MST

Hi,

I do apologize, however, I still have not received a response. Thanks for being so patient. I will reach out once they reply.

Regards,

Brittney
Samsung SmartThings
www.smartthings.com


May 8, 3:33 PM MST

Ok copy… I see Google will roll out Android Q soon.

saf k

Brittney (SmartThings)

May 8, 12:30 PM MST

Hi,

I am just reaching out to let you know that I have given this issue another bump to remind them since we have been awaiting a response a few more days than I’d like. I’ll let you know when I hear from them.

Regards,

Brittney
Samsung SmartThings
www.smartthings.com


May 2, 2:13 PM MST

Copy.

saf k

Brittney (SmartThings)

May 2, 7:51 AM MST

Hi,

Just letting you know I am still awaiting a response to this issue for you.

Regards,

Brittney
Samsung SmartThings
www.smartthings.com


Apr 27, 1:59 PM MST

saf k

Attachment(s)
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Brittney (SmartThings)

Apr 27, 1:56 PM MST

Hi,

Do you mind replying to this email with screenshots?

Regards,

Brittney
Samsung SmartThings
www.smartthings.com

Safraz

Apr 26, 3:22 PM MST

Build: 448328. Phone: Google Pixel 3 XL (Q).

State problem here…
The Smartthings app is not working working. Keeps trying to Connect to the server.

I cleared the cache and deleted the app several times and it still doesn’t work.

Now I can not use my ADT panel.

The classic app works…

User name: xxx

saf k

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