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My ZEN26 On/Off Switch Shows Offline in Wink

The "Offline" error probably means the switch is having issues with range or general connectivity. 

You should try Network Discovery first! 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 switch. 

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 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 that doesn't help, try excluding and re-including the switch without changing the location of either the switch or Wink. Similar to Network Discovery, it's possible that Wink hasn't found the best communication route between it and the device. Exclusion is like reset, and it may kickstart the communication into action. 

Another thing to check for is the material of your switch box - in this case, plastic boxes are preferred. Metal boxes interfere with the Z-Wave radio signal and shorten overall range. To see if the metal box is causing the switch to drop offline, try installing a Z-Wave signal repeater (any non-battery powered Z-Wave device) between the switch and Wink to see if connectivity improves. Z-Wave Plus devices have longer range than regular Z-Wave devices, so if possible go with a Z-Wave Plus range extender! 

If it's not too much of a hassle, it's also worth installing the switch in a spot closer to the hub or moving Wink closer to the switch temporarily. This can verify for sure if the issue is range or if there were just too many interferences in the original location. If moving either the switch or the hub, remember to exclude and re-include  from the new location to allow the two to connect properly. 

If you've tried all of the above and nothing has helped, please let us know! Our team is always happy to help.

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