If your ZEN52 is showing offline or is unresponsive to prompts from the hub, try the troubleshooting steps below!

When connected to the hub through the standard Z-Wave mesh, the ZEN52 has a range of up to 200 feet (line of sight). However, interference from large furniture, thick walls, and metal elements can reduce this range. The actual range depends on your home's specific structure and the strength of your mesh network. If you experience connectivity issues, we recommend first healing your HomeSeer network, also known as rebuilding routes. This function refreshes the connections between your hub and devices, allowing the hub to find the most efficient route to each device.

1. Click on the Plugins drop-down menu on the upper left hand side of the interface.

2. Click on Z-Wave Plus. 

3. Select Advanced Functions.

4. From the first drop down menu, select the name of the Z-wave network you are repairing/rebuilding routes.

5. From the second drop down menu, select Rebuild All Routes.

6. Click Continue. The network repair will occur; remember to manually wake any battery powered devices to complete the rebuild.

If rebuilding the routes didn't help get your relay get back online, here are some other things that may help:

1. Try excluding and re-pairing the relay directly from its target location. It could be that the hub hasn't found the most efficient communication route to the relay and excluding it will help the hub find the relay better.

2. Add a Z-Wave signal repeater in a location between the ZEN52 and the hub. This can be any Z-Wave device that doesn't rely on battery power. If the issue is caused by interference or range, a signal repeater can help strengthen and stabilize connectivity. After adding the repeater, it's a good idea to rebuild routes once more. 

3. Bring the Z-Wave hub closer to the device, removing and re-adding the ZEN52 with the hub in the new spot. If the relay 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 is too much interference in that particular area.

4. Check if your switch box is made out of metal or plastic. Metal is really effective at disrupting Z-Wave signals and can prevent signals from being sent or received. If possible, try moving the hub closer or adding a Z-Wave signal repeater between the ZEN52 and the hub.

If none of the above troubleshooting steps solve the problem, please let us know! We're always here to help.