@kerry-thacher Nice that it worked out for you!
Just sort out a few points:
@kerry-thacher said in New user - button and HomeKit problem:
FYI, I had submitted a problem report. Your support team got back to me, and I explained how I fixed the problem. They then told me that what I did was the same approach they have suggested to others. They have clearly seen the issue before. In spite of you telling me here, that you have never seen it.
Sorry if I was unclear here. What I meant was that we have not the observed or reproduced the same issue at our office with our own eyes, when we have tested Apple Home ourselves. The only thing our support team can say is that other users have noticed the issue and how they fixed it.
@kerry-thacher said in New user - button and HomeKit problem:
You have said more than once, that your responsibility ends with events being sent to HomeKit. That cannot be true. Your devices need to accept configuration instructions from HomeKit. That seems to be where the failure is. They are apparently refusing to accept HomeKit configuration requests. At least until your customer is forced to completely start over.
You might think that the configuration you enter in Homekit (i.e. what actions should be done on press/double press/long press etc.) is sent to us (the Flic Hub) but that is not how it works. It is more or less only a one way communication from the Flic Hub to the Apple Home hub, containing a list of the buttons as well as events being sent whenever the button is pressed (press/double press/long press). The configuration itself is stored at Apple's side. It is also the Apple Home hub that decides and takes action when it receives a press, typically executing whatever action the user has configured. The Flic hub has no idea what you have assigned to the various press/room configurations and it gets no information or message when the configuration is changed in the Home app. If the configuration cannot be saved, it is the Apple Home hub (or iCloud or whatever) that doesn't accept the configuration.
@kerry-thacher said in New user - button and HomeKit problem:
You are squandering customer goodwill with this wrong “not our problem” attitude. These bad experiences will continue, if you refuse to even investigate this. Your engineering team should be made aware of this, so there is some hope of fixing whatever is going on here.
Every time we have tried to inform our contact at Apple about various problems our customers have in Apple Home, when it is clear that the problem is not on our side, we have never got a satisfying response. They typically say that they cannot reproduce it. They also never tell us the reason why various problems can happen. So it is hard for us to do anything unfortunately more than informing Apple about the issues. We can only keep telling our users to factory reset the whole setup and hope for the best when something like this happens, but I know it's not a good long-term solution. Note that a factory reset of the Flic Hub also removes the configuration in Apple Home, so that is most likely why it started working for you, since the Apple configuration was reset.
@kerry-thacher said in New user - button and HomeKit problem:
On a more positive note, the product is fantastic when it actually works. Which is the current status.
Thanks!
@kerry-thacher said in New user - button and HomeKit problem:
One out of six. I removed the battery and tried again. That worked.
I don't really know about this one. That should only affect the signal between the button and the Flic hub. The connectivity status of the buttons are not sent over Homekit.