Child Matter Devices Can't be Deleted from App

eWeLink App
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1

I added matter bridge and deleted it, but the devices stuck on ewelink and no option to force remove or delete. Kindly see attached

Screenshot_20240626_210840_eWeLink
Screenshot_20240626_210840_eWeLink1080×2048 97.9 KB

Screenshot_20240626_210832_eWeLink
Screenshot_20240626_210832_eWeLink1080×2048 118 KB

2

@ward can you delete it please from ewelink servers ?

3

Hey we are looking into it; Also, do you mind sending logs in your eWeLink app? Many thx!

4

i did

5

I had the same problem in March. Only after support intervention, the devices were removed. Adding Ihost matter bridge to the eWeLink application causes such problems.

6

i opened ticket and its already solved by ewelink team , many thanks

1 Like
7

@tammeryousef @ociepa.ekotox

We will further investigate into the cause of such abnormal behaviour. Thx for your feedback.

8

it wasnt ihost matter devices , it was different bridge

9

Hey do you mind telling us what did you do before these offline devices disappeared

10

i just simply added a matter bridge to ewelink app , then after one minute I delete the aggregator for that matter bridge , normally when I do this then all matter devices got deleted after , this time some devices were deleted and some stuck as you saw .

1 Like
11

Hey, how many sub-devices are connected to the hub you’re having issues with?

Also, can you confirm the steps to restore it?

  1. Add a Matter bridge (iHost or Hue Bridge ?) to the NSPanel Pro.

  2. Wait for the bridge (or its child devices?) to go offline.

  3. Remove the bridge from the app.

12

I have the same problem, added matter bridge in iHost find devices appearing in the app that can’t be deleted in the Ewelink app

13

Can you tell us more? What steps did you take before? Also please kindly provide us with the account you have issues with. We can help to remove them.

14

I have started Matter bridge in iHost and search for subdevices. After that a lot of devices appearing offline (greyed) in the ewelink app that can’t be deleted. I have also an NSPanel Pro in my local network and installed Paral-sync add-on in iHost.
The issue solved (deleted offline devices) after I submitted a request.

15

Like other gateways in eWeLink, you can only remove the parent devices.

If you removed the parent devices and the child devices are still there, it would require our attention to fix them.