This type of error may indicate a range issue or even a configuration issue. Here are some things to try:
Network repair is a helpful feature that 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
Before sending any commands to your dimmer, 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 dimmer back into your network.
As noted above, wait until you see the "Z-Wave Network Repair finished" message before sending any commands to your Double Switch. Once repair is completed, try including the device back into your network.
If Network Repair doesn't help, simply try excluding and re-including the Double Switch. It's possible that the communication route between SmartThings and the device wasn't established correctly the first time. Exclusion might help the hub find the best route to the device.
If you have a Z-Wave signal repeater available, try installing it between the Double Switch and hub and then perform Network Repair once more. A Z-Wave signal repeater is 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 Double Switch.
Another important set-up detail is the material of your switch box. Metal switch boxes, rather than plastic, can shorten range and interrupt Z-Wave signals. If your device is inside a metal box this may be why it keeps going offline. If possible, try adding a Z-Wave signal repeater between the device and hub, or try 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! We're always happy to help.
