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How to troubleshoot a Z-Wave device in malfunction


If a Z-Wave device is showing that it is in malfunction, then it is offline and not communicating with the Z-Wave network.

See the steps below to determine the potential causes for a device being offline as well as the potential solutions for bringing the device back online.

If a Z-Wave device is offline: 

  1. Check to see if it is turned on and has power. Different Z-Wave devices can have different power sources:
  • A light switch receives power from the in-wall wiring that was already done by an electrician. Turning the light on or off demonstrates that power is present. If there isn't power, an electrician would need to fix the power source or wiring.
  • A light module or water valve plugs into a wall outlet. Turning the light on or off, or opening or closing the water valve, will demonstrate that power is present. If there isn't power, plug the power supply into a different outlet or activate power for that outlet.
  • A thermostat can be powered by batteries and/or a common wire from the HVAC system, depending on the thermostat model. Changing the thermostat mode or temperature demonstrates power. If there isn't power, ensure new, high quality alkaline batteries and/or thermostat wiring is in place.
  • A lock is always powered by batteries. Unlocking or locking the lock with the keypad demonstrates that power is present. If there isn't power, ensure the lock is completely assembled and that new, high quality alkaline batteries are in place.

  1. Ensure the Z-Wave device is within range of the Z-Wave network.  
  • A Z-Wave device needs to be within 30 feet open air of a repeating Z-Wave device. Any Z-Wave device that doesn't exclusively run off batteries is a Z-Wave repeater. It should be closer than 30 feet if there are objects between the Z-Wave devices.  
  • If range is determined to be a problem, the Z-Wave device must be moved closer to a repeating Z-Wave device or a repeating Z-Wave device must be added into the network to help bring the offline device back online.

  1. Check to see if a successful network rediscovery has been performed recently. 
  • If a Network Rediscovery has not been run recently, or if any Z-Wave device has been added, deleted, or moved since the last rediscovery, it is recommended to run another one to optimize Z-Wave network communication.

  1. If a Z-Wave device is still offline after attempts at network rediscovery, it may be necessary to delete and relearn the Z-Wave device in order to bring it back online. 
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