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    Homeseer Support unresponsive

    I needed to reset my myhs.homeseer password last weekend but following that didn't receive any of the automated password reset emails supposedly sent out by the system (yes, I have checked the junk mail folder!).

    I then emailed HS support thinking I would hear back quickly but several days later (and another chasing email) later I still haven't heard back from HS support. I spotted the online support logging system at dev.homeseer.com but when I try to log in to that I can't get past the captcha system, it doesn't seem to log my responses correctly (and I know I'm not that bad at Captcha's!

    Does anyone know how long HS support normally take to respond via email, and if there are any other ways of getting in contact with them (noting that the phone service is not currently operating)?

    Thanks in advance,

    Aljrob


    #2
    Same here coming up on 1 week for a myhs reset too 😠
    HS4Pro Running on a Raspberry Pi4
    68 Z-Wave Nodes, 175 Events, 359 Devices
    UPB modules via OMNI plugin/panel
    Plugins: Z-Wave, OMNI, HSTouch, weatherXML, EasyTrigger
    HSTouch Clients: 3 Android, 1 Joggler

    Comment


      #3
      What are your Jira ticket ID's as these shouldn't take any time at all.
      -Rupp
      sigpic

      Comment


        #4
        Mine were support@homeseer.com emails, since they were not really HS4-specific bugs.
        HS4Pro Running on a Raspberry Pi4
        68 Z-Wave Nodes, 175 Events, 359 Devices
        UPB modules via OMNI plugin/panel
        Plugins: Z-Wave, OMNI, HSTouch, weatherXML, EasyTrigger
        HSTouch Clients: 3 Android, 1 Joggler

        Comment


          #5
          Originally posted by rmasonjr View Post
          Mine were support@homeseer.com emails, since they were not really HS4-specific bugs.
          Unfortunately this system is now being slowly shut down and all support is now via Jira.
          -Rupp
          sigpic

          Comment


            #6
            You guys need to setup an auto-reply for that email. It's even listed on your support site.
            HS4Pro Running on a Raspberry Pi4
            68 Z-Wave Nodes, 175 Events, 359 Devices
            UPB modules via OMNI plugin/panel
            Plugins: Z-Wave, OMNI, HSTouch, weatherXML, EasyTrigger
            HSTouch Clients: 3 Android, 1 Joggler

            Comment


              #7
              For all other licensing issues including activation problems, licensing errors, or problems with trial licenses, send an email to support@homeseer.com.
              Yeah, I can see how that could be slightly misleading. Thanks Rupp for pointing out the correct way to reach support. I had no idea. Maybe the pinned post about the ticket system should be updated to reflect that. It in no way suggests that general support requests should be sent through there as well.

              Comment


                #8
                Originally posted by Rupp View Post
                Unfortunately this system is now being slowly shut down and all support is now via Jira.
                Changing the system for obtaining product support should not be conducted as an afterthought, especially by a company trying to attract new users. Someone needs to be the "OAK" (one *** to kick) with regard to making the change seamless to users. There is really no excuse for Homeseer customers to be confused, or worse, misled about how to obtain product help.
                Mike____________________________________________________________ __________________
                HS3 Pro Edition 3.0.0.548, NUC i3

                HW: Stargate | NX8e | CAV6.6 | Squeezebox | PCS | WGL 800RF | RFXCOM | Vantage Pro | Green-Eye | Edgeport/8 | Way2Call | Ecobee3 | EtherRain | Ubiquiti

                Comment


                  #9
                  Originally posted by Uncle Michael View Post
                  Changing the system for obtaining product support should not be conducted as an afterthought, especially by a company trying to attract new users. Someone needs to be the "OAK" (one *** to kick) with regard to making the change seamless to users. There is really no excuse for Homeseer customers to be confused, or worse, misled about how to obtain product help.
                  It shouldn't be too confusing. If you Google HomeSeer support you'll see the new support page with the link to the new help desk system.
                  https://homeseer.com/support-home/
                  -Rupp
                  sigpic

                  Comment


                    #10
                    CORRECTION. You can still email support@homeseer.com and it will automatically be forwarded to the new support center. So Rob and Aljrob your tickets should be in the system. Respond to these tickets if you haven't heard back from support in a couple of days as it's most likely gotten buried.

                    -Rupp
                    sigpic

                    Comment


                      #11
                      Originally posted by Rupp View Post

                      It shouldn't be too confusing. If you Google HomeSeer support you'll see the new support page with the link to the new help desk system.
                      https://homeseer.com/support-home/
                      Originally posted by Rupp View Post
                      CORRECTION. You can still email support@homeseer.com and it will automatically be forwarded to the new support center. So Rob and Aljrob your tickets should be in the system. Respond to these tickets if you haven't heard back from support in a couple of days as it's most likely gotten buried.
                      So it confused you Rupp😋

                      Comment


                        #12
                        Originally posted by SteveMSJ View Post



                        So it confused you Rupp😋
                        🤣
                        HS4Pro Running on a Raspberry Pi4
                        68 Z-Wave Nodes, 175 Events, 359 Devices
                        UPB modules via OMNI plugin/panel
                        Plugins: Z-Wave, OMNI, HSTouch, weatherXML, EasyTrigger
                        HSTouch Clients: 3 Android, 1 Joggler

                        Comment


                          #13
                          Originally posted by Rupp View Post
                          CORRECTION. You can still email support@homeseer.com and it will automatically be forwarded to the new support center. So Rob and Aljrob your tickets should be in the system. Respond to these tickets if you haven't heard back from support in a couple of days as it's most likely gotten buried.
                          Just bumped the ticket again...
                          HS4Pro Running on a Raspberry Pi4
                          68 Z-Wave Nodes, 175 Events, 359 Devices
                          UPB modules via OMNI plugin/panel
                          Plugins: Z-Wave, OMNI, HSTouch, weatherXML, EasyTrigger
                          HSTouch Clients: 3 Android, 1 Joggler

                          Comment


                            #14
                            The contact-us page literally says:

                            Click image for larger version

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                            HS4Pro Running on a Raspberry Pi4
                            68 Z-Wave Nodes, 175 Events, 359 Devices
                            UPB modules via OMNI plugin/panel
                            Plugins: Z-Wave, OMNI, HSTouch, weatherXML, EasyTrigger
                            HSTouch Clients: 3 Android, 1 Joggler

                            Comment


                              #15
                              Originally posted by Rupp View Post
                              What are your Jira ticket ID's as these shouldn't take any time at all.
                              As I mentioned in my original post, I am aware of the Jira system at dev.homeseer.com but can’t get past your Captcha system, it never accepts my answers. Hence I can’t log an issue in Jira. I’ve tried on more than one computer and have tried different browsers.

                              This is why I have emailed HS support several times but haven’t had a single response indicating my issue has been recorded in a support ticket, which is why I posted here.

                              Captcha challenge:
                              Click image for larger version

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                              Not accepted:
                              Click image for larger version

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