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My ZEN25 Double Plug is Unresponsive to My Z-Wave System

Got your Double Plug connected but it's not responding to your app, updating status, or shows that it's offline? This points to a connectivity issue that may be an easy fix:

The Double Plug is a Z-Wave Plus device that has range of 150 feet (line of sight). Even so, interferences like thick walls, large furniture, and metal elements can shorten this range. Ultimately range is determined by the specific structure of your home and the strength of your mesh network. If you're seeing connectivity issues with your Double Plug, here are some troubleshoots that have helped other Z-Wave users in the past:

1. If there's a way to refresh your Z-Wave network, please try refreshing. This will help configure your network and help your hub find the most effective communication route to the Double Plug.

2. Try excluding and re-including the Double Plug directly from the installation location. Similar to the idea behind refreshing the network, it's possible that the hub hasn't found the most efficient communication route to the Double Plug. This sometimes happens when you include a device near the hub and then move it away to be installed. 

3. Try bringing the Double Plug closer to your hub. Plug it into a wall receptacle near the hub, and then exclude it  and re-include it. If the plug includes successfully, stays connected, and is responsive to remote commands, it's possible the previous location was out of the hub's range or there are too many interferences in that particular area.

If none of the above solves the problem, please let us know! Our team is here to help! 

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  • 11-Jun-2020