Automatic dev support issue - no response in the past 5 days

  • 3
  • Problem
  • Updated 3 months ago
Hi,

I submitted a ticket to Automatic developer support about my SmartThings integration. It looks like there is a SSL issue on your end (SSL certicate or SSL server) and no handshake can be done. Could somebody look into this? Some ST users are waiting for this issue to be solved.  I've created a support ticeket (#926) but I haven't gotten any response after the past 5 days.

Thnx for your consideration (see logs below).

47bee69b-cc9f-4e06-aeba-744fe57cd5a6 7:59:07 AM: error javax.net.ssl.SSLHandshakeException: Received fatal alert: handshake_failure
47bee69b-cc9f-4e06-aeba-744fe57cd5a6 7:59:07 AM: debug Swapping token [code:9e8fdede8421529eed96d5c3b6c54d6af22aa341, theAccessToken:c5a9dd07-f8c6-409b-becf-c5cff694a1fa, appId:47bee69b-cc9f-4e06-aeba-744fe57cd5a6, param1:swapToken, action:[GET:executeSmartAppGet, POST:executeSmartAppPost, PUT:executeSmartAppPut, DELETE:executeSmartAppDelete, OPTIONS:executeSmartAppOptions], controller:smartAppApi

##- Please type your reply above this line -##
Your request (926) has been received
Photo of Yves Racine

Yves Racine

  • 240 Points 100 badge 2x thumb

Posted 6 months ago

  • 3
Photo of Matt Farley

Matt Farley

  • 1,464 Points 1k badge 2x thumb
Good luck! I opened a support ticket Nov 8th, and emailed a follow up on Nov 20, but have yet to receive any sort of response. Makes me wonder if they're short-staffed (going out of business??). 
Photo of Yves Racine

Yves Racine

  • 240 Points 100 badge 2x thumb
Well,that's frightening.. Are you a developer or you just submitted a regular ticket about their devices?
Photo of Matthew Scott

Matthew Scott

  • 102 Points 100 badge 2x thumb
Please get this fixed.
Photo of Ani

Ani, Customer Care Lead

  • 9,614 Points 5k badge 2x thumb
Hi all,

Our apologies on this, it appears that developer@automatic.com wasn't configured properly and emails were not being delivered to a monitored mailbox. We've since fixed it and will be replying to the backlog of requests starting next week when people are back from the holiday weekend. 
Photo of Yves Racine

Yves Racine

  • 240 Points 100 badge 2x thumb
Hi Ani,

How long should it take before I get a response to my support request? It's been more than 1 week, and nobody has contacted me yet.

Regards.
(Edited)
Photo of Ani

Ani, Customer Care Lead

  • 9,614 Points 5k badge 2x thumb
We have quite a backlog but we'll get to them all soon. 
Photo of Yves Racine

Yves Racine

  • 70 Points
Hi Ani, no news after more than 3 weeks, are you guys still alive & kicking or the company is going down?

Just curious...
(Edited)
Photo of Scott Chapman

Scott Chapman

  • 70 Points
Lots of happy customers becoming less so...

PLEASE PLEASE fix this!
(Edited)
Photo of Justin Rodino

Justin Rodino

  • 820 Points 500 badge 2x thumb
Scott, this actually works and was fixed a while back.
Photo of Scott Chapman

Scott Chapman

  • 70 Points
I don't believe the issue regarding certificate handshaking has been fixed.
Photo of Yves Racine

Yves Racine

  • 240 Points 100 badge 2x thumb
The SSL handshake issue has been finally solved with the help of ST engineering.
Photo of Brian Whitfield

Brian Whitfield

  • 230 Points 100 badge 2x thumb
As I read over these feature requests, the consistent response is that Automatic does have the resources available.  It has become clear that Automatic must only have a very few or perhaps only a single developer working on the software.   There apparently not been any recent improvements to the software in a long time.  This further confirms my suspicion.  I think I read somewhere where Automatic was acquired almost a year ago by SiriusXM.  I would have hoped they would then have the funding to increase the number of resources working on the product.  However, it appears there has been little movement.  This doesn't bode well for the future of this product.
Photo of Derrick S.

Derrick S., Official Rep

  • 7,084 Points 5k badge 2x thumb
Hi Brian,

While we greatly appreciate the feedback, posting the same response over and over again to different old posts is not helpful to the Community. We understand your point of view and would appreciate it if you would create new posts instead of replying to old ones. Thanks!