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My ZEN20 Power Strip Shows Offline in Wink

The "Offline" error may point to a range or connectivity issue.

If your ZEN20 Power Strip shows Offline, first try Network Discovery. This is a feature in Wink's app that allows you to refresh the connections between hub and devices, and may help Wink find the most efficient route to your ZEN20 Power Strip. Here's how to do it: 

1. Open your Wink app and tap the Menu button in the top-left corner of the screen
2. Tap on Hubs
3. Tap on the gear icon in the top-right corner
4. Select your hub
5. Scroll down and tap on Z-Wave
6. Tap on Z-Wave Network Discovery

Wait for the Success alert before exiting out of your app. As soon as you see the alert, check your ZEN20 Power Switch again to see if it's still showing Offline. If you'd like to learn more about Network Discovery and Wink Z-Wave controls, here's the official resource.

If Network Discovery didn't help, try bringing the strip closer to Wink. Plug it into a wall receptacle near the hub, and then exclude it  and re-include it. If the behavior improves, it's possible the previous location was out of Wink's range or there were too many interferences in that spot.

You can also try excluding and re-including the ZEN20 Power Strip from the installation location. Similar to the idea behind Network Discovery, it's possible that Wink hasn't found the best communication route between it and the ZEN20 Power Strip. This can sometimes occur when you include a device near the hub but then move it away to be mounted.

If you've tried all of the above and nothing has helped, please let us know! We'll be happy to help. 

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  • 08-Jun-2020
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