My ZEN31 RGBW Dimmer Shows Offline in SmartThings

If your device is showing "offline" this could mean there's an issue with range or configuration. Here's what to try first: 

Network repair is a helpful feature that allows you to refresh your mesh network's connections. You can repair the network using either the SmartThings Classic app or the newer SmartThings app. See the steps below depending on which app you're using:

If using SmartThings Classic, first disable the Health Check before proceeding with Network Repair:

  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 dimmer, 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 device back into your network.

If using the newer SmartThings app, here's how to repair the network: 

  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 

As noted above, wait until you see the "Z-Wave Network Repair finished" message before sending any commands to your Double Switch. Once repair is completed, try including the device back into your network.

If Network Repair doesn't help, simply try excluding and re-including the RGBW Dimmer. It's possible that the communication route between SmartThings and the device wasn't established correctly the first time. Exclusion can help the hub find the best route to the device.

If you have a Z-Wave signal repeater available, try installing it between the dimmer and hub and then perform Network Repair once more once it's been installed. A Z-Wave signal repeater is any Z-Wave device that doesn't relay on battery power, so a smart plug, switch, relay, or even dedicated repeater. If it's a range issue or an interference issue, the repeater should help the hub stabilize communication with the dimmer.

Another important set-up detail is the material of your switch box. Metal switch boxes, rather than plastic, can shorten range and interrupt Z-Wave signals. If your device is inside a metal box this may be why it keeps going offline. If possible, try adding a Z-Wave signal repeater between the device and hub, or try bringing your hub closer to it to see if it keeps dropping offline.

Lastly, try moving the module closer to your hub, excluding and re-including it from the new location. If communication is stabilized, the previous location was probably out of range. 

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-Feb-2020
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