My ZEN21 On/Off Switch Shows Offline in Wink

If your switch goes Offline, this usually points to a connectivity issue. Here's what to try: 

Network Discovery is the first way to go! This is a feature in Wink's app that allows you to refresh the connections between hub and devices, and may help Wink find the most efficient route to your Zooz switch: 

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 switch 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.

You can also try excluding and re-including the switch without changing the location of either the switch or Wink. Kind of like Network Discovery, it's possible that Wink hasn't found the best communication route between it and the device. Exclusion is like reset, and it may kickstart the communication into action. 

Another thing to check for is the material of your switch box. Ideally, the switch should be installed in a plastic box. Metal boxes interfere with the Z-Wave radio signal and drastically shorten range. To see if the metal box is causing the switch to drop offline, we would recommend moving Wink temporarily closer to the unit to see if it connects. You can also install a Z-Wave range extender (any non-battery powered Z-Wave device) to see if connectivity improves. 

If you've tried all of the above and nothing has helped, please let us know! We'll be happy to help. 

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  • 09-Aug-2018
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