If your ZEN17 shows as offline or is not responding to Z-Wave commands, it could indicate a range or connectivity issue.
Interferences like large furniture, thick walls, or metal elements can shorten range. The Universal Relay has a range of up to 350 feet (line of sight) and uses the latest 700 series Z-Wave chip. Even so, the range is determined by the specific structure of your home and the strength of your mesh network. If you're seeing connectivity issues, we first recommend healing your Home Assistant network. This function refreshes the connections between your hub and devices so that the hub can find the most efficient route to each device.
- Click on the Z-Wave Control Panel in Home Assistant
- Under Z-Wave Network Management, click Heal Network
If your device still has trouble getting back online, here are some other things that may help:
- Give exclusion a try directly from the ZEN17 installation location. This helps the hub find the most efficient route to your device when you go to re-include it.
- Bring the ZEN17 closer to the hub, making sure to exclude and re-include it from the new spot. If it connects successfully, the previous spot may have been out of range.
- If you have a Z-Wave signal repeater available, try including it in a spot halfway between the relay and hub. A signal repeater is any Z-Wave device that doesn't rely on battery power - switches, relays, smart plugs, or dedicated repeaters. If the issue is caused by interference or range, a signal repeater can help strengthen and stabilize connectivity; this especially applies to garages where there are typically more metal elements around, and that may be farther from the hub with thick walls in between. After adding the repeater, it's a good idea to heal your network once more.
Please let us know if your ZEN17 still has trouble connecting after trying the above troubleshooting steps! We're always here to help.
