If your ZAC38 Range Extender is powered but unresponsive to commands from your app, is not updating status, or is showing that it's offline, this is suggestive of a range or connectivity issue.

The ZAC38 is an 800 series Z-Wave Plus device that has range of up to 400 feet (line of sight). However, interferences like thick walls, large furniture, and metal or glass elements can shorten this range. A device's range is ultimately determined by the specific structure of your home and the strength of your mesh network.

Check out the troubleshooting steps below if you're seeing connectivity issues with your ZAC38 Range Extender:

1. Start by refreshing your Z-Wave network, if your hub provides this functionality. This process will allow the hub to devise the most effective route to the ZAC38.

2. Try excluding and re-including the ZAC38 Range Extender directly from the installation location, as it's possible that the hub hasn't found the most efficient communication route to the device. This sometimes happens if a device is included near the hub and then moved to the target location. 

3. Bring the ZAC38 closer to your hub. Plug it into a wall receptacle near the hub, and then exclude and re-include it. If the device includes successfully, stays connected, and is responsive to remote commands, it's possible the previous location was out of the hub's range or there are too many interferences in that particular area.

If the device is still unresponsive after trying the steps above, please let us know! We're happy to help!