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My ZEN15 Power Switch Shows Offline in SmartThings

If you see the device is Unavailable, this might point to a range or connectivity issue. Here's what to try: 

You can repair the network using either the SmartThings Classic app or the newer SmartThings app. Network repair is a useful feature that allows you to refresh your mesh network's connections. 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:

We'd recommend disabling the Health Check in your SmartThings app first and then performing 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 ZEN15 Power 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 ZEN15 Power Switch back into your network.

If Network Repair doesn't help, try bringing the ZEN15 Power Switch closer to your SmartThings hub (you can also make use of the range test tool - here's how). Plug it into a wall receptacle near the hub, and then exclude it  and re-include it. If the switch includes successfully and stays connected, it's possible the previous spot is out of SmartThings' range or there are too many interferences in that location.

We'd also recommend excluding and re-including the ZEN15 Power Switch from the installation location directly. Similar to the idea behind Network Repair, it's possible that SmartThings hasn't found the most efficient communication route to the switch. This can occasionally happen when you include a device near the hub and then move it away to be installed. 

If you've tried all of the above and are still seeing the same issue, please don't hesitate to reach out

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  • 11-Jun-2020
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