You are using an unsupported browser. Please update your browser to the latest version on or before July 31, 2020.
close
Looking for Z-Box Hub Support? Please click here to access the Z-Box Hub Support Portal.
announcement close button
My ZEN76 S2 Switch 700 Shows Offline in SmartThings
print icon

Trouble keeping your ZEN76 Switch connected? Let's try to repair the mesh network!

Your SmartThings hub has many useful features, including one called Repair Z-Wave Network. A network repair helps refresh your SmartThings network's connections and helps the hub find the most efficient communication routes to each device. It's the hub's job to create the route to each device, so if your ZEN76 is frequently dropping offline, the hub may be having trouble communicating with it.

 

Here's how you can repair the network:

 

  1. Tap on your SmartThings hub in the home page of the app 
  2. Tap the three dots in the upper righthand corner 
  3. Tap Z-Wave Utilities 
  4. Tap Repair Z-Wave Network 
  5. Tap Start Repair 

You'll need to wait until your SmartThings app reports the message: "Z-Wave Network Repair finished", which can take up to 15 minutes. Once the repair is complete, you can try sending commands to your ZEN76 switch.

 

If your switch still reports as Offline, try excluding and re-connecting the switch. It's possible that the communication route between SmartThings and the switch wasn't established correctly the first time. Exclusion might help the hub find the best route to the device.

 

If you can, try installing the switch closer to your hub or bringing the hub closer to the switch. It's a good way to see if the issue really is range related, or if there's just a better spot for your switch. Once you've moved either the switch or your SmartThings hub, remember to remove and re-include the device to give them a chance to connect properly.

 

Another important installation detail is the material of your switch box. Metal switch boxes, as opposed to plastic, can shorten range and interrupt Z-Wave communication - even if your switch is using the latest 700 series Z-Wave chip. If your device is inside a metal box this may be why it keeps going offline. If possible, try installing the switch in a plastic switch box or bringing your hub closer to it to see if it keeps dropping offline.

 

If you've given everything a try but your ZEN76 isn't responding, please don't hesitate to reach out! Our team is always happy to help. 

Feedback
0 out of 0 found this helpful

scroll to top icon