Fault finding signal problem

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Sometimes an ! may appear in the app. This means that the SmartHub believes that it does not have contact with the device that is reporting a signal problem on.

The first thing you should check is whether this is a battery-powered device or a device on a fixed power source.

Battery-powered device

  1. Test the device. The signal problem warning is not always real. Therefore, it is easiest to just test the device first. If it is a wireless switch/remote control, press a button and see if you get the desired response. If it is a motion sensor, move under the sensor and look for movement in the app. If it is a temperature sensor, hold it in your hand and look for temperature increase.

  2. Restart the device. Take out the battery from the device, if Z-wave device; go into the device in the app and reset the information about it. Settings → devices → find your device → additional functions → "clear". Take the device closer to the SmartHub and then insert the battery. The device should now send a complete report with new values.

  3. Replace the battery. Sometimes the device may run out of power before it manages to send the "low battery" message. If there is no response in the device after steps 1 and 2, you should test with a battery change.

  4. Check the communication from the SmartHub. First, check if your device communicates via Z-wave, Zigbee, or via integrations (playground), and test other devices with the same communication. Let's say it's a Zigbee motion sensor, then you should test other devices that use Zigbee. If none of the other Zigbee devices work, it is reasonable to assume that there is something with the communication from the SmartHub. If this is the case, try a restart of the SmartHub. (Power off, wait 10 minutes, power on).

  5. Re-include the device. This is often the last resort, since the device will be removed from automations, scenes and modes. You start by deleting the device from the system. (See video). Then you have to re-include it again. Click here for inclusion instructions.

  6. If the same device keeps having signal problems? All devices communicate wirelessly and wireless coverage is therefore very important. Try temporarily moving the device closer to the SmartHub and see if the signal problem appears again. Both Z-wave and Zigbee create their own wireless mesh networks with all their powered devices. If your device is in the borderland when it comes to range, try mounting a powered device between the problem device and the SmartHub. (Tip: Wall plugs are easy to mount, available in both Z-wave and Zigbee, and do not cost a fortune).

Devices on fixed power

  1. Test the device in the app. The signal problem warning is not always real. Therefore, it is easiest to just test the device first. Try turning off the light, adjusting the heat or unlocking the door as examples.

  2. If possible, test the device physically. Press the light switch, adjust the heat on the thermostat or open the door manually. Then check if the status has changed in the app. If the device does not work when pressed physically, such as the light turning on when the light switch is pressed, it is reasonable to assume that the fuse has gone or that the device is defective.

  3. Restart the device. If the device is portable, take it closer to the hub. This potentially improves signals and restarts the device at the same time. If the device is fixed, turn off the fuse on the device for 10-15 seconds before turning it back on. Then test the device in the app again after 20-30 seconds (the device needs time to regain contact).

  4. Check the communication from the SmartHub. First, check if your device communicates via Z-wave, Zigbee, or via integrations (playground), and test other devices with the same communication. Let's say it's a Z-wave dimmer, then test other devices that use Z-wave. If none of the other Z-wave devices work, it is reasonable to assume that there is something with the communication from the SmartHub. If this is the case, try a restart of the SmartHub. (Power off, wait 10 minutes, power on).

  5. Re-include the device. This is often the last resort, since the device will be removed from automations, scenes and modes. You start by deleting the device from the system: (See video above) Then you have to re-include it again. Click here for inclusion instructions.

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