Outages & Bugs


[Resolved] Outage: SmartTiles outage for some users after 11/9 SmartThings platform upgrade

Resolved: Nov 10, 2016 – 1830h UTC. (Opened: Nov 10, 2016 – 1600h UTC)

SmartTiles users were reporting problems launching and/or installing. We think this was caused by recent SmartThings “Platform Updates”, and affected other apps in addition to SmartTiles, but was quickly resolved by SmartThings operations.

Symptoms include:

  • SmartTiles Launcher may land on the SmartThings IDE/API webpage instead of the Dashboard.
     
  • Attempts to “Install” SmartTiles from the SmartTiles.click/install website may fail.
     
  • There is no workaround or fix at this time.

Please do not uninstall SmartTiles. It is unlikely to resolve this problem.
Please check back here from time to time, read updates on our News Page, and follow SmartTiles’s Twitter feed: @SmartTiles

More information about SmartThings platform issues are sometimes posted on their Status Page at status.SmartThings.com ; (Unfortunately, “all clear” on SmartThings status report is not an assurance that the problem impacting us has been resolved.)

We apologize for the inconvenience and appreciate your patience while we research this problem with SmartThings Developer Advocacy Support.


[Resolved] Cannot Create New Dashboards on Version v5.7.0-Blue edition

Resolved: May 17, 2016 – 2200h UTC. (Opened: May 11, 2016 – 0230h UTC)

Some SmartTiles users were encountering problems when they try to add/create a new Dashboard under the parent SmartApp “SmartTiles (Connect)” in the Dashboard List section. We think this may be caused by recent SmartThings platform updates and probably only affects users of the original “OAuth shared” edition of SmartTiles. These had a Version number of the form: v5.7.0-xx+006-Blue (instead of “+001” or “+002” with no suffix) and an icon color that is Blue.

 

Symptoms include:

  • On iOS: When you press the “>” symbol to add/create a new Dashboard, a spinner icon will appear for a few moments then disappear and nothing happens.

  • On Android and Windows Mobile: When you press the “>” symbol to add/create a new Dashboard, a red bar error will appear reading “You are not authorized to perform the requested operation.” and the back button must be pressed to return to SmartTiles (Connect).

Please do not Remove (uninstall) “SmartTiles (Connect)” unless you have no Dashboards you wish to keep: Removing will delete all of your dashboards under that instance/edition and their configurations cannot be recovered!

 

Official workaround / solution:

  1. Visit the SmartTiles Install Page and run installation again.

  2. You may then find you have 2 instances of “SmartTiles (Connect)” listed under your SmartApps. One will be the “+###-Blue” (e.g., v5.7.0+008-Blue or similar) shared edition with the above problem, the other will be the “+002” (no suffix) published edition that we believe is functioning correctly at this time. You can create up to 5 Dashboards on this published edition and continue to use and modify any still functioning dashboards on the “+###-Blue” edition. You may choose to remove (uninstall) that “+###-Blue” edition to simplify your account; but see warning above: all dashboards will be permanently removed too!

    Both instances of “SmartTiles (Connect)” have the same name and similar icon; we changed the SmartTiles “shared OAuth” edition icon color to blue to help distinguish these two editions, and the Version number has a “-Blue” suffix now.

connect-icon-blue = original installations of “shared OAuth” edition of “SmartTiles (Connect) -Blue”; these installations are restricted from creating new dashboards — the option to Add a dashboard has been removed.

connect-icon[1] = newer installations; the “published” edition of “SmartTiles (Connect)”; these are not affected.

Please check back here from time to time, read updates on our News Page, and follow SmartTiles’s Twitter feed: @SmartTiles

Further discussion about this issue can be found in SmartThings Community Forum Topic.

BlueAndGreenConnect


[Resolved] Outage: Post-Installation Problems

Resolved: April 22, 2016 – 2030h UTC. (Opened: April 17, 2016 – 1830h UTC)

  SmartTiles is currently encountering problems when users try to find SmartTiles listed under “Installed SmartApp” in the SmartThings mobile App after apparent successful installation using our web install. We think this may be caused by recent SmartThings “Platform Updates”, and is affecting apps in addition to SmartTiles.

Symptoms include:

  • SmartTiles (and other SmartApps) may not appear in your Installed SmartApps list in the native SmartThings Mobile App immediately after installation.
     
  • Other similar behaviors (missing dashboards in Preferences / Configuration pages), that may or may not be the same issue.
     
  • SmartTiles may eventually finally appear in the Installed SmartApps list after “a few hours” without any user or support intervention required! If you got to the Installation Complete page here on the website but don’t see SmartTiles in your SmartApps list, then we recommend waiting and checking again every “few hours”.
     

Please do not uninstall SmartTiles. It is unlikely to resolve this problem.

  Please check back here from time to time, read updates on our News Page, and follow SmartTiles’s Twitter feed: @SmartTiles

A possible solution has been posted for discussion on the SmartThings Community Forum.

More information about SmartThings platform issues are sometimes posted on their Status Page at status.SmartThings.com ; (Unfortunately, “all clear” on SmartThings status report is not an assurance that the problem impacting us has been resolved.)

We apologize for the inconvenience and appreciate your patience while we research this problem with SmartThings Developer Advocacy Support.


[Resolved] Outage: SmartTiles Preferences / Configuration Errors

Confirmed Resolved

Resolved: April 13, 2016 – 0600h UTC. (Opened: April 12, 2016 – 2100h UTC)

SmartTiles is currently encountering problems. We think they may be caused by SmartThings “Platform Updates” in progress, but this is unconfirmed speculation at this time.

Symptoms include:
  • Not able to access the preferences page – Error “You do not have permission to perform that action”
  • Unable to rename Dashboard – Error “You do not have permission to perform that action”
  • Spinners when attempting to enter various other Preferences / Configuration pages, including “View Dashboard”.
  • Inconsistent / odd data in the IDE pages under My Locations / Installed SmartApps / SmartTiles ...

Please do not uninstall SmartTiles. It is unlikely to resolve this problem.

  Please check back here from time to time, read updates on our News Page, and follow SmartTiles’s Twitter feed: @SmartTiles

You can also join in on the SmartThings Community Forum.

More information about SmartThings platform issues are sometimes posted on their Status Page at status.SmartThings.com ; (Unfortunately, “all clear” on SmartThings status report is not an assurance that the problem impacting us has been resolved.)

We apologize for the inconvenience and appreciate your patience while we research this problem with SmartThings Developer Advocacy Support.


[Resolved]: SmartTiles Installer Enabled including new Region (NA02 Cloud Shard)

The SmartTiles Installer was re-enabled; but new installations will may not be possible on and after April 12th, 2016.

SmartThings has partially resolved the platform / system issues mentioned in the previous two posts. They have added a new server cluster (AKA a “cloud shard”) with address “https://graph-na02-useast1.api.smartthings.com/“, and we have updated the SmartTiles Installer to support this.

We are not certain how or which SmartThings Accounts are being assigned to the new Region-Shard, but perhaps it is used for all for new SmartThings customers, or customers who have deleted and now recreated their Accounts.

Regardless, it does not hurt to try multiple installation attempts, each time using a different choice of Region-Shard on the Installation Options Screen. The new option is the second one (see picture below).

20160328-NA02-Shard-Screen

 

Urgent Deadline Alert (updated)

SmartThings has informed us that they are making changes to the way that third-party web services SmartApps are  authorized and installable. The deadline was originally set for February 1, 2016, but was postponed and changes are now scheduled to take effect on April 1, 2016 April 12, 2016. This means that it will not be possible to install SmartTiles via our web installer on or after that date. Existing dashboards are expected to continue to function.

SmartTiles has been submitted for publication in the SmartThings In-App “Marketplace” and is currently going through their QA Review Process. We hope that the interruption to the ability to add SmartTiles to your account is minimized, but we have no ETA at this time. Check back here for updates and follow SmartTiles’s Twitter feed: @SmartTiles

Note: It is very important that you do not “Remove / Uninstall” the “SmartTiles (Connect)” SmartApp from your Account Locations, since, for an indeterminate period, there will be no way for you to reinstall it.

 

We apologize for the inconvenience and appreciate your patience as we navigate SmartThings’s turbulent waters.


[Resolved] SmartThings platform bug causing SmartTiles Dashboard Creation Error

Due to errors being returned from the SmartThings cloud platform, the SmartTiles Installer is currently unavailable, as of March 20th & 25th, 2016. There is no estimated resolution date/time.

Please check back here from time to time, read updates on our News Page, and follow SmartTiles’s Twitter feed: @SmartTiles

More information about SmartThings platform issues are sometimes posted on their Status Page at status.SmartThings.com ; (Unfortunately, “all clear” on SmartThings status report is not an assurance that the problem impacting us has been resolved.)

We apologize for the inconvenience and appreciate your patience while we research this problem with SmartThings developer support.

Further Details:

Users who have SmartTiles Connect (the “parent” SmartApp) installed are reporting that SmartThings’s native mobile App is hanging or crashing when attempting to create a new dashboard (a new “child” SmartApp instance). This has been reported for several other Community Developed SmartApps as well, such as Rule Machine.

SmartThings is aware of the issue and is investigating. Details of the bug have been determined, not the root cause nor possible resolutions.

  • For technical details, you may wish to follow this and similar Topics in the SmartThings Community Forum: Check Your Installed Parent/Child Apps
  • We also encourage you to email:  Support@SmartThings.com ; as that increases visibility of the problem and can help SmartThings prioritize finding a solution. Thank-you.

[Resolved] SmartTiles Installer Temporarily Disabled

Due to errors being returned from the SmartThings cloud platform, the SmartTiles Installer is currently unavailable, as of March 20th & 25th, 2016. There is no estimated resolution date/time.

Please check back here from time to time, read updates on our News Page, and follow SmartTiles’s Twitter feed: @SmartTiles

More information about SmartThings platform issues are sometimes posted on their Status Page at status.SmartThings.com ; (Unfortunately, “all clear” on SmartThings status report is not an assurance that the problem impacting us has been resolved.)

We apologize for the inconvenience and appreciate your patience while we research this problem with SmartThings developer support.


SmartWeather Tile is broken

SmartWeather Tiles cannot be added to dashboards anymore due to recent back end changes. Existing installations remain unaffected.

Please don’t select SmartWeather Tiles when setting up new dashboards or installation will fail. Pending a fix from SmartThings or me finding a workaround.