Homey Pro cloud desync – devices missing in web app, local app works

Questions & Help
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1

Hi everyone,

I’m experiencing a persistent cloud desynchronization issue with my Homey Pro (Early 2023) after a USB firmware recovery.

Symptoms:

  • Mobile app works locally: all devices and zones are present and fully functional

  • Web App shows no devices and no zones (only “Home”)

  • Duplicate user profiles (“Gregor”) are visible in the Web App

  • Flows are visible and editable in both mobile app and web

  • App Store loads very slowly or times out

  • Installing apps (e.g. Denon AVR) fails with timeouts

  • Cloud status shows “Connected”

What I already tried:

  • USB firmware recovery

  • Factory reset

  • Backup restore (multiple backups)

  • System restart via Developer Tools

  • Waiting several hours for cloud resync

  • DNS changes (no effect)

The issue persists unchanged and clearly points to a cloud-side device & zone registry desync, not a local Homey problem.

Homey details:

  • Model: Homey Pro (Early 2023)

  • Firmware: 12.10.1

  • Homey ID: 64476d1bc4058e99f8749f6

Support initially stated there was a cloud incident upstream, but the problem remains.
Has anyone seen a similar situation where the Web App loses the device registry while the local app still works?

Any input from Athom staff or community members would be greatly appreciated, especially regarding manual cloud re-sync / re-indexing.

Thanks a lot!
Gregor

2

Have you accidentally created a Homey Cloud instance instead of selecting your Homey Pro? What does it show when you click your profile icon/avatar in the top right corner of the web app?

3

You should also remove your Homey CloudID from your post

4

First of all, welcome to the Homey Community!

To make sure you are aware of the forum rules, please read the Welcome to the forum! post here.

5

Sounds like a cache issue;
First force quit the browser, and clear storage and cache completely.
Now try again, and to make sure no “old” data is left, open the my.homey.app in a privata tab.

For this to work you should report to Support: homey.app/support

@Gregor_Schmidt AND AGAIN :

The cloud ID can be used by anyone worldwide for sending webhooks for instance. I guess that’s not what you prefer.

You can edit your post by tapping the pencil icon below your post.

6

Thanks for the hint.

I’ve verified that I’m connected to my Homey Pro (Early 2023), not a Homey Cloud instance.
The profile selector in the top right shows my Homey Pro correctly.
Issue persists unchanged.

7

Thanks for the suggestion.

I’ve already cleared browser cache and storage completely and tested in a private/incognito window and on multiple browsers/devices.
Unfortunately, no change.

8

afaik you are the first reporting this issue.

For what I know there is nothing like syncing or re-indexing. Everything is proxied en thus a live state. (nothing that I have seen that states it is changed to something synced between cloud and Homey Pro, only the info in Homey Mobile App looks to be more or less Cached for speed)