SmartThings Integration not working

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Will Pierson

• January 02, 2022 18:43

My integration with SmartThings has stopped working. I no longer see an integration listed on the Integrations page. When I attempt to add a Smartthings integration (or any other kind of integration) I get a Please Wait popup for a second and it goes away and nothing happens.

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  Scott Riesebosch

  • January 02, 2022 19:08

  Hi Will,

  Do you have Comcast xfinity for your internet provider?

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  Will Pierson

  • January 02, 2022 19:09

  Yes, I have comcast.

  I can close/open the garage from the TailWind app, just lost the connection to Smartthings.

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  Scott Riesebosch

  • January 02, 2022 19:14
  • Edited

  We are looking into these issues right now. There are intermittent / strange communication issues with Comcast at the moment. Some things work. Others do not work, or work intermittently.

  If you know how to configure your xfinity gateway, please try turning off xFi Advanced Security to see if that helps. There are also reports that this feature turns itself back on so watch for that as well.

  We've received reports that they changed something about this setting just recently and it is impacting a lot of things. People are commenting they can no longer remote into work or schools, etc and numerous websites are being blocked.

  Scott

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  Will Pierson

  • January 02, 2022 19:41

  It does look like it's related to Xfinity Advanced Security. The advanced security had blocked my phone's connection to connect.gotailwind.com as it said it was a suspicious site. When allowed access I was able to see the integration to Smartthings in the Tailwind app. However, I was still not able to control the door from SmartThings. I turned off Advanced Security but it still didn't work. I deleted the garage device from ST and the integration from TailWind and recreated them both. It then started to work. When I turned Advanced Security back on, it stopped working.

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  Scott Riesebosch

  • January 02, 2022 20:12

  Thanks Will. Our team is investigating this and attempting to contact xfinity but no response from them yet.

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  Will Pierson

  • January 04, 2022 14:21

  Can confirm that SmartThings/Tailwind integration has started working again with xfinity Advanced Security enabled.

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  Scott Riesebosch

  • January 04, 2022 16:05

  Yes that is correct Will. xfinity fixed the issue on their side so this nightmare is now resolved. It created a lot of customer support tickets for us, and inconvenience and frustration for our customers.

  There is a separate thread on it here https://gotailwind.zendesk.com/hc/en-us/community/posts/4418550446221-Comcast-xfinity-problems?page=1#community_comment_4418547251853

   

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