My ZEN06 Smart Plug Shows Offline in Wink

If you're getting the Offline error in your Wink app, this usually indicates a range or connectivity issue.

If your ZEN06 Smart Plug 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 Smart Plug. 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 Smart Plug again to see if it's still showing Offline. 

If Network Discovery didn't help, try bringing the plug 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 is out of Wink's range or there are too many interferences around.

You can also try excluding and re-including the Smart Plug 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 Smart Plug. This can sometimes occur when you include a device near the hub but then move it away to be mounted. 

Last but not least, check that your Smart Plug isn't surrounded by too many metal elements. Metal happens to be super effective at blocking Z-Wave signals - this applies for all Z-Wave devices. If you notice your Smart Plug is surrounded by metal, try moving it to an alternative location to see if that helps the issue. 

If you've tried all of the above and nothing has helped, please let us knowOur team will be happy to help find a solution to the issue.

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  • 10-Jun-2020