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Z-Wave device is in malfunction or offline

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If a Z-Wave device is showing that it is offline, then it is not responding to commands or communicating with the Z-Wave network. As soon as a response is received from a malfunctioning Z-Wave device, it is automatically put back into online status. 

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. Verify the device has power and is turned on. For more information, see Power sources.
  2. Verify the Z-Wave device is within range of the Z-Wave network. For more information, see Range.

Additional information:

Power sources

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 is not 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.
Range

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.

Verify Z-Wave Range to determine how close a Z-Wave device needs to be to repeater depending on the objects between them; this can be very useful in determining if range is a concern. For more information about range, see What is the range of Z-Wave?. 

Deleting Z-Wave devices

Deleting and re-enrolling a malfunctioning device from the Z-Wave controller may allow the device to re-establish communication with the system. For device-specific instructions on how to delete and enroll the device, see the device's enrollment guide in Installation and Troubleshooting.

Note: If the malfunctioning device does not delete from the equipment list, see Remove a malfunctioning Z-Wave device from the network.