I have the washer/dryer (WD80T634DBH/S7) for two years and everything in the app was working without a problem. For a month or two, the device is still connected to smartthings, the indications are correct and the automations run as expected, but when you open the device tile inside the app, it shows just a blank screen. At first it was happening only occasionally, but for the last few weeks it’s always the case. No controls are shown, making it impossible to use any advanced features. It behaves exactly the same on 3 separate samsung devices (two different phones and a tablet), and no amount of clearing cache or reinstalling the app helps to get the controls to show up.
The washer specific controls aren’t available on the web page, either.
I’ve submitted the problem with logs trough the members app and the responce was absolutely inadequate as if generated by Chat GPT -3.
I followed up by providing a video demonstrating the issue and the latest request of theirs was for me to provide device and contact details, although i pointed out a number of time that the problem i have is with the SmartThings android app, not the washer itself.
Since i am not sure how long this will take, and if there’s gonna be any sensible development, i thought to bring it up here, in case someone could suggest workaround (other than clear data/cache & reinstall, since these don’t help).
Does someone know how long does it usually take for Samsung to sort this stuff out? The last message i got from them in the Members app was on 3rd of Septemberz so it’s been 10 days without reply and more than a month without access to the smarts of the washing machine.
Here’s a screen recording showing the problem.
It looks like there’s a problem with the plugin or something, but again, reinstalling the ST app or reconnecting the appliance doesn’t help fix it.
More than likely it is an app issue. Samsung SmartThings does not provide any time frame on fixes or expected release dates for apps. Now and again, Support may respond that they have identified the issue and will resolve it in their next app release but not always.
Be sure to submit error or app logs when you contact them.
As frustrating as it is for you… your only option is to wait it out. Keep your app up to date with the latest version. You can also try requesting it to be moved up to a higher level of Support.
Thanks, i already did submit everything the people on the Samsung Members app asked for, including the logs. But they appear to be generic Samsung support with no knowledge of ST. I am also running the latest version of the app. The lack of acknowledgement is what drives me mad. And all suggestions to backup and rset the phone… Maybe all 3 of them…
The thing is i tried at least two older version with exacly the same result, which let me to believe that it could be the plugin, and not the app itself.
So I keep getting contacted by alleged representatives of Samsung that keep asking for the weirdest of info & proofs:
They wanted me to prove that i am running the latest OS versions on my phone;
Wanted me to prove that i am on the latest version of the SmartThings app;
Wanted the exact model of the phone that i am running ST on, regardless of the fact that i clearly stated that I experience the same issue on 3 different devices…
Today i got a call asking what ISP i use, and if I could try using another ISP, regardless of the fact that i don’t have ANY connection issues with ANY smart devices, Smartthing ir their servers.
They asked me about the model of router that i am ussing…
And after i explained my problem a few more times they suggested that i go to their office where they have a smart TV and a Fridge with which they can’t replicate the issue that i am having… with my Washer/Dryer… so we can try “it” there…
It’s been a month since my initial post here. A few since the problem started… Great work Samsung & ST and thank god for still having knobs and buttons on ur appliances…
If you have the Samsung Members app on your phone you might like to try uninstalling it. When it is installed the SmartThings app’s Contact us page, which actually has links on it that are relevant to the SmartThings app and platform, gets replaced by a Samsung Members page that has evolved over the years. Originally it was completely useless and irrelevant to the SmartThings app and platform. It still is, but with higher production values.
Thanks, I will look into it.
In the meantime, a Samsung representative came over, i showed him the problem and he took me trough a bunch of steps to get some logs off my phone, after interacting with the app.
I asked him if we could try to connect the washer to his ST/Samsung account & app and check if it exhibits the same problem on his phone/app - turned out it didn’t. Everything was showing up just fine. When i tried connecting it back to my account/ app, the problem with the missing UI wasn’t resolved. But no ammount of clearing data, caches, etc. would help…
So now I am thinking… could it be a problem with my account, instead of the app… since the device is cloud connected and doesn’t care about the hub… works fine with another account, but not with mine ever when i use it on a different device than my primary phone.
I am expected to wait for the local Samsung reps to investigate the new logs (or send them to Samsung for investigation) and get back to me… No specific date, though…
Maybe all 3 of them…