Is your ZEN37 Wall Remote paired correctly to your SmartThings hub but is unresponsive to Z-Wave commands from the SmartThings hub, then it could be out of range or experiencing some kind of connectivity issue.
Communication routes are established by the hub at the time of device inclusion. If the device was paired near the hub and then moved away, SmartThings may not have found the most efficient communication route to the ZEN37. Network repair can help the hub form a better route to the ZEN37 and other Z-Wave devices. The repair allows you to refresh your mesh network's connections, so it's best to start here:
- Open your SmartThings app and locate your SmartThings hub under Devices. Tap the hub to see the device details.
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Tap the three dots in the upper right hand corner and tap Settings
- Tap Z-Wave Utilities
- Tap Repair Z-Wave Network
- Tap Start Repair
- Wake the ZEN37 by clicking the lower left button 6 times as quickly as possible. The LED indicator will stay on solid blue during wake-up and will turn off when the device turns the Z-Wave radio off again.
After starting the repair, you'll want to wait until you see the "Z-Wave Network Repair finished" message - this can take up to 15 minutes. Once you receive this confirmation, try triggering a scene or controlling another device with the ZEN37. If it's still not responding, then you can try excluding and re-including the device so that the hub creates a new route to it.
If Network Repair didn't help and you have a Z-Wave signal repeater available, try installing it between the ZEN37 and hub. Perform the aforementioned Network Repair once more so that the hub recognizes and uses the new device. A Z-Wave signal repeater can be any non-battery powered Z-Wave device. This can be a Z-Wave smart plug, switch, relay, or even dedicated repeater. If the issue is one of range or a different type of interference, the repeater should help the hub stabilize communication with the Remote Switch.
If you've given the above tricks a try and are still seeing the same issue, please don't hesitate to reach out! We're always happy to help.
