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My ZSE19 Multisiren Shows Offline in SmartThings

The error usually points to a range or connectivity issue. Let's figure this out:

We always start by performing Network Repair. This feature refreshes the connections between the hub and devices, and allows the hub to find the best communicate route to each device. See the steps below depending on which app you're using:

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:

Before repairing the network, make sure 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 ZSE19 Multisiren, 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 sensor back into your network.

If that doesn't help, try excluding and re-including the siren from the installation location directly. Similar to Network Repair, it's possible that SmartThings hasn't found the most efficient route to your device. This can occasionally happen when you include a device near the hub and then move it away to be installed. 

And if that still doesn't help, it's possible that the installation location is out of your mesh network's range, or there are too many interferences around - thick walls and metal elements will shorten the range of any Z-Wave device. Try bringing the siren closer to the hub or a Z-Wave signal repeater, and exclude it and re-include it from the new spot. If connectivity stabilizes, it's possible the original location was out of range. 

If you've exhausted all of the solutions above and are still seeing the same issue, please don't hesitate to reach out! Our team will be happy to help.

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  • 12-Jun-2020
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