Let's try to figure out this range or connectivity issue together.
Network repair should be our first move. This is a nifty feature in your SmartThings app that allows you to refresh your mesh network's connections:
- 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
Before sending any commands to your switch, wait until you see the "Z-Wave Network Repair finished" message - this can take up to 15 minutes. Once repair is completed, try including the switch back into your network.
If Network Repair doesn't help, try excluding and re-including the switch. It's possible that the communication route between SmartThings and the switch wasn't established correctly the first time. Exclusion might help the hub find the best route to the device.
If possible, try installing the switch closer to your hub or bringing the hub closer to the switch. This can be a pain, but it's a good way to see if the issue really is range or if there's a better spot for your switch. Once you've moved either the switch or your SmartThings hub, remember to exclude and re-include the device to give them a chance to connect properly.
Another important set-up detail is the material of your switch box. Metal switch boxes, as opposed to plastic, can shorten range and interrupt Z-Wave communication. If your device is inside a metal box this may be why it keeps going offline. If possible, try installing the switch in a plastic switch box or bringing your hub closer to it to see if it keeps dropping offline.
If you've tried all of the above and are still seeing the same issue, please don't hesitate to reach out! Our team is always happy to help.
