If your device is showing "offline" or has trouble with Z-Wave commands, it could mean there's an issue with range or configuration.
The first thing to try would be a network repair. Network repair is a helpful feature that allows you to refresh your mesh network's connections. The hub forms any communication path to a Z-Wave device so this will also help the hub find the most efficient route to your ZEN17 using other nearby Z-Wave signal repeating devices.
Here's how to run a network repair in SmartThings:
- 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
Wait until you see the "Z-Wave Network Repair finished" message before sending any commands to your ZEN17 - this can take up to 15 minutes. Once the repair is completed, give inclusion another try to add the device back into your network.
If your ZEN17 is still having trouble communicating with the hub, here are a few other troubleshoots you can try:
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Try excluding and re-including the Universal Relay. It's possible that the communication route between SmartThings and the device wasn't established correctly the first time. Exclusion can help the hub find the best route to the device.
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Install a Z-Wave signal repeater (or another non-battery powered Z-Wave device) between the relay and hub and then perform Network Repair once more. If it's a range issue or an interference issue, the repeater should help the hub stabilize communication with the Unviersal Relay.
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Check the ZEN17's surroundings. If the location of your relay is surrounded by a lot of metal or glass elements or thick walls (like in a garage), or if it's placed in a spot far away from your hub, it would be worth trying to move the device closer to SmartThings to see if communication stabilizes from a closer location. You'll want to exclude and re-include the ZEN17 from it's new location for the hub to recognize the change. If communication is stabilized, the previous location was probably out of range.
Send us a message if you've given all the troubleshoots a try and your ZEN17 is still having trouble!
