Here's what to try if your device goes offline or is unresponsive to Z-Wave commands:
Your MultiRelay is a Z-Wave Plus device that has range of 100 feet (line of sight). Even so, interferences like large furniture, thick walls, and metal elements can shorten range. Ultimately range is determined by the specific structure of your home and the strength of your mesh network.
Rebuild Routes
If you're seeing connectivity issues, we first recommend rebuilding routes for your Home Assistant network. This function refresh the connections between your hub and devices so that the hub can find the most efficient route to each device.
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Settings > Devices and Services > Z-Wave > Cogwheel
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Options (Manage network routes and remove devices) > Discover and assign new routes > Rebuild
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Remember to manually wake all battery powered devices to update routes.
Additional Troubleshooting Steps
If rebuilding routes didn't help get the device back get back online, here are some other things that may help:
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Try excluding and re-including the MultiRelay directly from the installation location. Similar to the idea behind healing the network, it's possible that the hub hasn't found the most efficient communication route to the device; exclusion can help revitalize these connections.
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Try moving the MultiRelay to a location closer to the hub, making sure to exclude and re-include it from the new spot. If it connects successfully, the previous spot may have been out of range.
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If you have a Z-Wave signal repeater available, try including it in a spot halfway between the MultiRelay and hub. A signal repeater is any Z-Wave device that doesn't rely on battery power - switches, relays, smart plugs, or dedicated repeaters. If the issue is caused by interference or range, a signal repeater can help strengthen and stabilize connectivity; this especially applies to garages where there are typically more metal elements around, and that may be farther from the hub with thick walls in between. After adding the repeater, it's a good idea to heal your network once more.
Factory Reset
To complete the reset process manually, click the Z-Wave button 4 times quickly, the LED indicator will light up, then quickly click the Z-Wave button 4 times again. The LED indicator will blink blue twice and stay solid blue when the reset completes.
Once you've reset the MultiRelay, try including it to your Z-Wave hub again to see if that helps the issue. If you have further questions about the reset process or if you find that it didn't solve the problem, don't hesitate to reach out to our team!
