Z wave device keeps on disappearing - help!

Devices & Integrations
1

Hello,
I have have a Z wave device that keeps on disappearing on SmartThings app as well as the SmartThings IDE. I installed this device three days ago and noticed that it was appearing off-line. Similar devices were working just fine. So what I did was I went through the SmartThings IDE and deleted the device. I then went ahead and re-paired the device to smart things app. A few minutes later, I noticed that it disappeared from the SmartThings app so I went and checked on it on the IDE, and it had disappeared from there as well. I paired the device again to SmartThings and again it worked just fine for a few minutes that I tried. I woke up this morning to see that it had once again disappeared from the SmartThings app and its also no longer on the SmartThings IDE listed as a device. Any ideas why this device keeps on disappearing from smart things or what can be done to resolve this issue? off note, similar devices are working just fine on SmartThings.

2

brand/model of the device?

you may want to start using the following instead of IDE: https://community.smartthings.com/t/smartthings-api-browser-now-available-to-all/249907

have you reported the issue to ST support?

3

iblinds V3.0 (motorized retrofit for blinds)

4

Disappearing from the app after a successful pairing is very strange. I think at this point the best thing is probably to contact the official support group. Their contact information is at the bottom of the following page:

The first people you talk to will just be Samsung Frontline support working from Scripts, but eventually, if they can’t fix it, it should get escalated to an actual smartthings engineer.

(This forum was started a number of years ago so that customers could help other customers with ideas and troubleshooting, but it’s not an official support channel and there’s a lot of things that support can see that we can’t.)

1 Like
5

Thanks I’ll get in touch with them.

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6

I heard back from them and they recommend deleting the smartthings app and reinstalling. I’m scared I will lose all my automations and devices if I do that. Is that something I should be concerned about? Or is deleting the app and reinstalling not going to cause any such thing?

7

Tagging @jkp

8

Also, curious if a z wave network repair has any utility in this situation?

9

It shouldn’t hurt, but it shouldn’t affect which shows up in the app. That’s the weird part. :thinking:

10

Uninstalling/reinstalling the app has no effect on your Routines/Scenes/Smart lighting. The only things is your Room and Device sorting changes.

Do you only have one hub?

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11

Yup only one hub

12

continue working with ST support.

1 Like