# Missing devices and failing apps

**URL:** <https://community.homey.app/t/missing-devices-and-failing-apps/92659>\
**Category:** Questions & Help\
**Tags:** app, homey-pro\
**Created:** [October 23, 2023, 10:39pm UTC](https://community.homey.app/t/missing-devices-and-failing-apps/92659 "2023-10-23T22:39:03Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![Mark\_Hartogsveld](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/mark_hartogsveld/32/16391_2.png) [@Mark\_Hartogsveld](https://community.homey.app/u/Mark_Hartogsveld)\
**Post date:** [October 23, 2023, 10:39pm UTC](https://community.homey.app/t/missing-devices-and-failing-apps/92659/1 "2023-10-23T22:39:03Z")

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For several weeks now I have been experiencing problems with finding devices in the mobile app (some devices are missing) and in the web application I can no longer open the menu with devices and flows at all. I get the message ‘an error has occurred’ in Google Chrome or the interface just freezes in Safari. I think the problem began

 ![IMG_8357](https://us1.discourse-cdn.com/flex025/uploads/athom/original/3X/d/4/d48690340bba71f9dec9ee2bc526ddb7757e619e.jpeg)  
after an error message I received when moving a device to another zone. Does anyone know what this could be and how I can fix it? I’m afraid that a factory reset and reloading my backup will ‘import’ this problem again. Does anyone have an explanation and/or suggestions?

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**Author:** ![Dawid](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/dawid/32/80637_2.png) [@Dawid](https://community.homey.app/u/Dawid)\
**Post date:** [October 24, 2023, 1:12am UTC](https://community.homey.app/t/missing-devices-and-failing-apps/92659/2 "2023-10-24T01:12:18Z")

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Open Developer Tools (F12 key), check “Console” and “Network” tab. Maybe there is something which blocks your requests.

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**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\
**Post date:** [October 24, 2023, 1:41am UTC](https://community.homey.app/t/missing-devices-and-failing-apps/92659/3 "2023-10-24T01:41:58Z")

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I hope you also filed a ticket @ [Support | Homey](https://homey.app/support) as well?  
First thing I think of is indeed to factory reset the thing, and read back a _ **cloud backup** _. A local backup reads your system back 1:1 so that won’t change much like you wrote already

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**Author:** ![Mark\_Hartogsveld](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/mark_hartogsveld/32/16391_2.png) [@Mark\_Hartogsveld](https://community.homey.app/u/Mark_Hartogsveld)\
**Post date:** [October 24, 2023, 11:24am UTC](https://community.homey.app/t/missing-devices-and-failing-apps/92659/4 "2023-10-24T11:24:18Z")

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I indeed filed a ticket with Athom. Although they warned me about waiting times of 3 weeks for a reply they actually responded within a few hours. It appeared that there was some error when moving devices which lead to some kind of corruption in the file structure. They ran a script on my homey and were able to fix the issue. Good and swift service by Athom I would say!

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**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\
**Post date:** [October 24, 2023, 1:46pm UTC](https://community.homey.app/t/missing-devices-and-failing-apps/92659/5 "2023-10-24T13:46:04Z")

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Good to hear.  
The warning is to lower expectations a bit, and to reduce the phenomenon of folks requesting updates every day (which slows the whole process down);  
they do prioritize tickets as you’ve experienced!