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My ZEN26 On/Off Switch Shows Offline in SmartThings

Let's try to figure out this range or connectivity issue together.   

Network repair should be our first move. This is a nifty feature in your SmartThings app that allows you to refresh your mesh network's connections. You can do this in either app depending on the instructions below:

For new SmartThings app users:

  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 

For Classic app users:

First disable the Health Check in your SmartThings Classic app and then proceed with Network Repair. Here is how to disable Health Check:

  1. Tap Menu (Android) / More (iOS) 
  2. Tap Device Health
  3. Toggle the Device Health switch to the OFF state
  4. Tap Done

And here's how to perform Network Repair

  1. Click on the Menu icon in your SmartThings hub.
  2. Tap Hub is Online 
  3. Tap Z-Wave Utilities
  4. Tap Repair Z-Wave Network
  5. Tap Start Network Repair

Before sending any commands to your switch, 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 switch back into your network.

If Network Repair doesn't help, try excluding and re-including 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 possible, try installing the switch closer to your hub or bringing the hub closer to the switch. This can be a pain, but it's a good way to see if the issue really is range or if there's a better spot for your switch. Once you've moved either the switch or your SmartThings hub, remember to exclude and re-include  the device to give them a chance to connect properly.

Another important set-up detail is the material of your switch box. Metal switch boxes, as opposed to plastic, can shorten range and interrupt Z-Wave communication. 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 tried all of the above and are still seeing the same issue, please don't hesitate to reach out! Our team is always happy to help. 

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