Bought the hub for one particular rule/job and haven’t been able to get it working. Spent ages on the forum trying to get it to work until I contacted support. At this point support either doesn’t email back or takes well over a week to get back to you. What’s going on!!
One guy running all support mate, @bobbyD is a busy man.
can PM him on here or tag him, he usually pops up.
That explains things! Hopefully he’ll get to me soon
I’m in the same boat. Had an issue with getting a phone to show as a device. Emailed support 1/18 and 1/25. Still nothing.
Completely unacceptable customer service.
Yeah it’s not great! I’ll see if anything happens over the next few days before I return the hub and power smart things back on.
What’s the problem? Link to any posts?
You might pose your support request here.....many users offer excellent tips and advice.
I've done two posts about it. I think its a bug more than anything though
Did you never get that to actually work? There are some suggestions and troubleshooting steps in one or both of those threads that it doesn't seem like you've tried yet (e.g., checking what color mode actually gets saved) as far as I can tell.
nope never got it working in fact the hub is now collecting dust!! The current state reports that the light is red when it is turned off.
That would be normal. The
switch attribute tells you whether the bulb is on or off; the
color name attribute (and the actual underlying attributes that go into this: color mode, hue, etc.) will all retain their last values.
looking at the evnt log i can see the state captured when the bulb is on and it returns to that state on close. However when the bulb is off I cant see it restoring that state before it turns off
Did you cut off anything in the logs? It looks like something might be missing. (When you open the contact sensor, you should see a line for
Action: IF (Bi Fold Door open(T) [TRUE]) THEN, similar to what you see when it's closed but without the
skipping. This should be one of the first lines in the log. Your logs appear to start right after the
On: Office Lamp action. If this is really the whole thing, something is wrong with the earlier parts of the rule and they are not running (or at least not getting logged) for some reason.
Checking what RM actually saves, as you did here, would also be a good idea to pinpoint whether it's the capture or restore that seems to be problematic. Also, free to insert delays between actions when you're testing, more than you'd use in real life, if that makes it easier to troubleshoot and see what is happening when.
it is there i missed it!
What triggered your rule? If it was the contact sensor opening, the second (from bottom) log entry looks a bit odd, since if the sensor was opened, you should see something like:
Action: IF (Bi Fold Door open(T) [TRUE]) THEN
I'm guessing the logs still aren't complete, assuming you've verified the contact sensor sends the correct data.
It was the contact sensor change state. I can put the full log up again if you would like me to?
Even I agree to your comment and I'm still a happy HE customer, Support is part of the deal.
HE is not open source and skilled forum users, from @bertabcd1234 to @zarthan (without forgetting @Ryan780) and many others are ready to help us.
But because new users are coming days after days, help/support messages can be lost in the message flow. And @bobbyD can be drowned with them.
I don't need real full support here (we're all DIYers) and forum helpers are very patient and skilled. But I understand that you (we) expect some replies. But what can you (we) do if your (our) question is not read by others ?
I think that a forum is complementary to support, not a substitute for it.
Anyway, this is not particular to HE. When you buy stuff on Aliexpress, be prepared for unsolved questions
I get it, but Bobby being solo right now, he has to "pick his battles" so to speak. He's doing his best to keep up. If I looked at a question and know that the forum could help answer that, I'd move on to something that can't be answered in the forum. Like a dead hub or corrupt database, hub registration being difficult. It's unfortunate that there aren't 25 support people kissing our asses to keep everyone happy, but I have never reached out to support unless I thought database or equipmnet was the issue. Even then it was just to ask them to have a look. Considering HE is still young and their business decisions need to be sound in order to be successful, this forum has to pick up some of that load. There are a lot of great minds here. I'd personally rather ask here because the answers are instantaneous. And almost everyone is fun. I'm an instant gratification kind of person, so I need interaction. I find that here. Keep in mind this is my humble opinion on this topic. I'm not a developer, I don't know code. I'm just a girl with some good ideas. But, I'll help when I can.
Look, I get your frustration. But you posted this at the exact same time that this thread was posted on Reddit. I guess each person is free to choose their battles.