If your device is showing "offline" this could mean there's an issue with range or configuration. Here's what to try first:
Network repair is a helpful feature that allows you to refresh your mesh network's connections. See the instructions below:
- 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 relay, 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 device back into your network.
If Network Repair doesn't help, simply try excluding and re-including the MultiRelay. 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.
If you have a Z-Wave signal repeater available, try installing it between the relay and hub and then perform Network Repair once more once it's been installed. A Z-Wave signal repeater is any Z-Wave device that doesn't relay on battery power, so a smart plug, switch, relay, or even dedicated repeater. If it's a range issue or an interference issue, the repeater should help the hub stabilize communication with the MultiRelay.
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. Be sure to exclude and re-include it from the new location. If communication is stabilized, the previous location was probably out of range.
If you've tried all of the above and are still seeing the same issue, please don't hesitate to reach out!
