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My ZEN21 On/Off Switch Shows Offline in SmartThings

If your switch is Unavailable or keeps dropping offline, this usually points to a connectivity issue. 

network repair will help 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:

Start by disabling the Health Check in your SmartThings Classic app and 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 On/Off 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 switch back into your network.

If Network Repair doesn't help, simply try excluding and re-including the device. It's possible that the communication route between SmartThings and the switch didn't configure correctly the first time. Exclusion might help the hub find the best route to the device.

If possible, try installing the switch closer to your hub or bringing the hub closer to the switch. This can be a frustrating troubleshoot, but it's a good way to see if the issue really is range. Once you've moved either the switch or your SmartThings hub, remember to exclude and re-include the switch to refresh the connection. 

Another important set-up detail is the material of your switch box. Metal switch boxes, as opposed to plastic, can shorten range and make connectivity unreliable. Metal is pretty effective at disrupting Z-Wave signals, so if your device is inside a metal box this may be why it keeps going offline. If possible, try installing a Z-Wave repeater between the switch and the hub. Any non-battery powered Z-Wave device (like a Z-Wave plug) will extend the signal for you but Z-Wave Plus devices will be almost twice as effective as the older generation products.

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

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