Failure of switch connections

Hi All,
I am a newbie on this community so excuse me if I get something wrong.
I have been running my CADXX alarm (very old) with an interface kit from Konnected installed since March 2024. It has worked well after I had some issues geting it all set up. Over the last week it has become erratic and I have reset by disconnecting power to the Alarm units. Today it has failed completely in respect to the ability to arm remotely or to press a panic remotely.
The system integrates via SmartThings and only the tow “Momentary Switch” buttons do not work. All sensors and the sensors used to sense that the alarm is armed or has been set off via a panic button or a sensor work, but the switch buttons simply buffer for a second or two and do nothing.
I can post pictures of the screens both in Konnected and SmartThings app if that would help, but do not know how to do that in this post.
The arm/disarm and Panic functions on the panel work fine via the old RF remote system previously in use.
Has anyone had a similar problem. Thanks in anticipation.

This sounds like an issue on the SmartThings side communicating with our cloud. Does any error pop-up in SmartThings?

Try going to Settings > Linked Services > Konnected (in the SmartThings app) and see if it prompts you for re-authentication.

Screenshots of the device setup may be helpful, too.

Solution — @John_Ebden reached out to us directly and I helped him determine that there was a region mismatch between his SmartThings account and the Konnected devices. Konnected and SmartThings have cloud infrastructure in three different regions: North America, Europe, and Asia/Pacific. The region needs to match, otherwise commands from SmartThings will not reach your device if it is connected to the cloud infrastructure in a different region.

Nate and KONNECTED have been very helpful in this. I have no idea how my KONNECTED devices logged in to the USA server as both my KONNECTED and SmartThings accounts are registered in the “Europe” zone.

If you experience strange responses or apparent failures, check your zones for both KONNECTED and ST, and even if they are correct, re-establish the connections to the correct servers.

Like night and day. The moment the servers were aligned, the problem disappeared. My system is fully functional again.

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