My ZEN25 Double Plug Shows Offline in Wink

Since Wink is entirely cloud-based, an "Offline" error may point to a range or connectivity issue. 

The first thing to try is Network Discovery. This is a feature in Wink's app that allows you to refresh the connections between hub and devices, and it should help reset the connections between your hub and devices. 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 Double Plug 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 refreshing the network didn't help, try excluding and re-including the Double 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 plug. This can sometimes occur when you include a device near the hub but then move it away to be mounted.

And if exclusion made no difference, bring the plug closer to Wink. Plug it into a wall receptacle near the hub, and then exclude it and re-include it. If the error disappears and you can control the device in your Wink app, it's likely the previous location was out of Wink's range or there were too many interferences in the original location.

If you've tried all of the above and nothing has helped, please let us know! We're here for you! 

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  • 11-Jun-2020