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Original topic:

FlexDry/SmartThings connection issue

(Topic created: 01-06-2020 03:43 AM)
userTr9jpNxfvX
Asteroid
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Smart Home Support

My dryer was disappeared from the app last week. And it could not be connected to the SmartThings app since then.

 

I have tried:

* enable location/reset networking/reboot my phone

* recycle power on roter, disable 5Gz wifi (2.4G only)

* reset dyer's network setting, unplugged for 1 hr

* delete, reinstall the app/ refresh safari history

* use another mobile device to connect

 

The issue only happens to the flexdry dryer, and for other appliances (washer, fridge, etc), they are all working fine. And if I delete them from the app and I could easily add them back.

 

The connection stucks at the stage "select network that starts with [dryer]". Even though it shows that it has already connected to  "Connected Network: [Dryer] Samsung", it still hangs there for about 2 minutes until it throws an error: "There was a problem connecting to your device. Try turning it off and on again before adding it"

 

Here's the dryer/phone information regarding the connection: 

* Dryer Model: DVG60M9900V/A3
* SmartThings app: iOS Version 1.6.39
* Phone model: iPhone Xs (MTAG2LL/A), iOS 13.3
 

I have sent error report log through app to Samsung, and have called Samsung multiple times. Samsung seemed to direct me back and force between the appliance department and the Smartthing department. At one point,  after trying connect/disconnect with the SmartThings agent for many times, I was told that it is likely that "the wifi module on the dryer needs to be replaced". Then I was transfered back to the appliance team for service, and another agent told me that she's about to "schedule the service free of labor/parts". But as soon as that she finds out this is related to SmartThings, I was transferred back because they "cannot schedule service for electronic repair". So far, I am really frustrated after sending multiple emails and calling Samsung for hours to resolve the issue. 

 

2019-12-17 09.48.57.png2019-12-16 09.36.30.png

19 Replies
Solution
Anonymous
Not applicable
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Smart Home Support

We are sorry to hear about this. Please send the model and serial numbers to this PM Link.

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userTr9jpNxfvX
Asteroid
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Smart Home Support

@Anonymous, thanks. I have just sent you the model/serial numbers to you. Please keep me posted about the progress. Thanks

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R2D2BB8
Cosmic Ray
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Smart Home Support

Maybe these steps help (from SmartThings link)

  1. Open the SmartThings app
  2. Navigate to the Dashboard
  3. Tap Samsung Home
    • Note: If Samsung Home is missing from the Dashboard, install it through
      Marketplace > SmartApps > Samsung Home > Install
  4. Tap the gear icon
  5. Tap Add New Device
  6. Tap the Dryer
  7. Wait for step 1 to complete (scanning for the Dryer)
  8. Follow instructions for step 2:
    If you have a gas dryer, press and hold the “Smart Monitor” button for 3 seconds
    For non-gas dryers, press and hold the “Anti Static” button for 3 seconds; the appliance should chime
  9. Wait for the final step to complete
  10. The app will confirm when the Dryer is successfully connected to SmartThings
  11. Tap Done to complete setup*
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userB9oC9rxhPB
Constellation
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Smart Home Support

Exactly the same problem. 
your solution is not a solution. 
how Can i do?

userYi1O7yUmqu
Constellation
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Smart Home Support

Same exact issue for me. Tried all the same things, stuck at the exact same spot. Only thing I can add is I downloaded the old smart home app and the dryer shows up there. I get my notifications through the SmartThings app still which is good, but I can't see the dryer to check on how much time is left

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ChazzyJ
Samsung Care Ambassador
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Smart Home Support

I actually had this happen with a couple things connected to my SmartHub. I'm still trying to figure it out. I haven't done a complete reset on the hub yet, but starting to wonder if that's what I need to do. 

 

I will keep posted if this is the route I go. I don't think it was a firmware update. I had a power outage for like 5 seconds at my house and when everything came back on, random things wouldn't connect to the SmartHub. So....more to come.



If you've found my post to be helpful, please like the post. If my response resolved your issue, please press the "✓ Accept as Solution" button.

Best regards,
ChazzyJ
Samsung Care Ambassador
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userTyFTSIRVC5
Asteroid
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Smart Home Support

It's an issue with SmartThings app version 1.6.41 that was released last week. I have the same issue and so do many others. Hopefully they release an app update soon.

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userTyFTSIRVC5
Asteroid
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Smart Home Support

It's an issue with SmartThings app version 1.6.41 that was released last week. I have the same issue and so do many others. Hopefully they release an app update soon.

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dustinw82
Asteroid
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Smart Home Support

I'm having the exact same problem. Support continues to fail at helping me.