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SmartWings Blinds on Matter - Constantly Offline

Matthome
Community Member

Hi All,

I recently purchased two SmartWings blinds and purposely selected the Matter enabled motors for them.  Along with purchasing the blinds, I purchased a Google Nest Hub (gen 2) to act as a Thread border router for the blinds.   The setup process was very easy and the blinds appeared in my Google Home app after using the Matter enabled device wizard and worked great for about a month.

However, as of recently (last 3 weeks), I have been experiencing issues with "Offline" statuses of each blind.  I contacted Google support via their chat function, and was basically told that it's the manufacture's fault and to contact them.  After contacting the manufacturer, they provided some troubleshooting steps to correct the issue, but I'm still getting the same behavior.  

Here are all the Troubleshooting steps I've attempted:

1. I have reset the blinds to factory default settings and re-paired them with Google home - This worked for about 12 hours until the devices showed "offline" again

2. I ensured that my Google wifi mesh had "Great Connection" in my testing of my mesh and ensured the Google Nest Hub had a stable connection to the access point - still same issues

3. I ensured the Google Nest Hub was close to the blinds and had no obstruction or interference - still the blinds would go "offline" after about 12 hours

I'm at my wits end with this and not sure if others have similar issues and what they have done about it.  The SmartWings support team are actually sending me a SmartHub as another troubleshooting measure - Ill see what that does. 

Any ideas?

-Matt

 

13 REPLIES 13

Jsgold8
Community Member

I’m having the same issue. Did you get a resolution?

Matthome
Community Member

It resolved on its own and the only theory I have is that Goolge corrected the issue with a monthly update to my Nest Hub.  

I went weeks constantly re-pairing the Smart Wings blinds to the hub and one day they just stayed paired.  

Sorry to not have a silver bullet for you but maybe force an update with the Nest Hub if you haven’t already.  

Awreeve
Community Member

Was this issue resolved for you?  I have the same problems and updating of all WiFi, router and modem have not provided a solution. Tech gave me instructions to reboot the matter module. I did it 4x with no effect. Eventually, deleted the device and reinstalled in Google home.  Don’t know how long it will stay connected.  

Jsgold8
Community Member

I factory reset matter on the blinds (on remote p1, up bottom and p1). Light will flash red. I did this for all then blinds.

i reset both my hub (gen2) and my nest mini (gen2) and I deleted the home app. 

Then I reinstalled home app and repaired my nest devices and then I added blind devices. 

I was then able to add the devices to my home app (stopped getting the thread border router not found error).  

The devices went off line once over night the day I did this but then they came back online and haven’t seen them go offline since. 

I have no idea if all this has anything to do with it or Google fixed the issue. They told me they did something. They didn’t tell me what but given how they didn’t even understand that my home devices were supposed to be acting as a thread border router I’m skeptical. 

none the less they are working and I’m enjoying them so going to add more blinds and a set of curtains. One annoying comment is that I can’t see which wifi router/point, nest device or even if the thread connection is up but the blinds are connected.  suspect this has something to do with the thread connection but still would be good to see strength of connection. 

SmartWings was great they sent me 4 new motors without question even though I explained I don’t think the issue is them. 

 

Egary1974
Community Member

I’m having the same problem with graywind matter/thread blinds.

It’s a problem with Google hub/google  home. Apparently they know about it but given that it’s not Gemini/AI that don’t care. 

I ordered a smartthing matter station to test and see if the same issues occurred.  Not only did devices pair every time but they haven’t gone offline. 

Once paired to SmartThings I used a matter code through SmartThings to then pair to Google home. 

Egary1974
Community Member

I should add i have 10 blinds.   And some are on and some are offline.  But not always the same ones.  Im using a google best hub gen 2 as my TBR.  Does it have a limit to the number of devices it can reliably support?  Remote controlled blinds can be a necessity when you have so many windows and some of them in hard to reach places.  I unplug and restart the google nest hub to restore thread network connections to the blinds but with mixed results.   Not all of them come back up, but it’s better than zero.  Everything is in the same big room with clear line off site to the google  nest hub.  Any ideas?

LamonaG
Community Member

I have 5 matter smart blinds from smart wings connected to my nest hub 2. Paired easily and worked flawlessly for a couple weeks they started going offline and I would have to restart the hub. Now they go offline every couple of days and is becoming a big problem... Hope this is fixed soon. To smart wings credit they sent me their own hub pro free, to connect through the connector app which works well.

Jonathan7
Community Member

See related issue, https://www.googlenestcommunity.com/t5/Home-Automation/All-mater-devices-offline-often/m-p/615714 

I sometimes have to unplug and reboot my nest hub 2 when all or some of my matter over thread devices go offline. This includes several motion sensors and a roller shade.

 

I wish google would fix this!

Jsgold8
Community Member

I ended up buying a Samsung SmartThings hub and now use that to connect matter devices and then share them to Google home. 

since doing this I haven’t had a device go offline for weeks. Yes it’s annoying to buy another product but it’s under $100 and I use it as a wireless charger too. 

 

Do you still see each device under google home?

Jsgold8
Community Member

Yes. Pair first with SmartThings using the matter code provided on the device. 

once the device is setup on SmartThings you can then generate a sharing code from within the SmartThings app to pair the same device to other platforms ie. Google home or apple home. 

haven’t had issues since I started using the smarthings hub so clearly it’s an issue with Google devices matter support. 

Smartwings said they notified Google of the issue again but up to them to fix. Maybe with the next release of matter towards the end of this year. 

 

Ricksta89
Community Member

I use the Google streamer 4k as the thread border router. Had similar issue, all shades went offline. Restarting device did not work. I went to settings and turned off the thread network and turned back on. Took a while but my all devices came back online.