Signal problem troubleshoot

  • Updated

Occasionally, an exclamation mark may appear in the app. This means that the Smarthub believes it has lost contact with the device.

The first thing you need to check is whether this is a battery-powered device or a device connected to mains power.

Battery-Powered Devices

  1. Test the device.
    The signal problem alert is not always accurate.
  2. Restart the device.
    Remove the battery from the device and reset the information in the app.
    If Z-wave: settings → devices → find your device → additional functions → "clear".
    If Zigbee: continue without clearing in the app. Reinsert 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 reports "low battery".
  4. Check communication from the Smarthub.
    Test if other devices respond. If they do not respond, it is likely that the problem is with the Smarthub. Unplug the Smarthub for 10 minutes before plugging it back in.
  5. Re-include the device.
    This is often a last resort, as the device may disappear from automations, scenes, and modes. Start by deleting the device from the system. (See video below). Then you must re-include it. Click here for instructions on inclusion.

Recurring signal problem?
This means the device is located right on the edge of its range. The solution is often to place a mains-powered device between the Smarthub and the device with the signal problem. Remember that the devices must communicate on the same protocol, either Zigbee or Z-wave.

Mains-Powered Devices

  1. Test the device in the app.
    The signal problem alert is not always accurate.
  2. If possible, physically test the device.
    Then check if the status has changed in the app. If the device does not work with a physical click, for example, if the light does not turn on when you press the light switch, it is reasonable to assume that the fuse has blown or the device is defective.
  3. Restart the device.
    If the device is movable, bring it closer to the Smarthub. If the device is fixed, turn off the power to the relevant circuit for 10-15 seconds. Then test the device in the app after 20-30 seconds.
  4. Check communication from the Smarthub.
    Test if other devices respond. If they do not respond, it is likely that the problem is with the Smarthub. Unplug the Smarthub for 10 minutes before plugging it back in.
  5. Re-include the device.
    This is often a last resort, as the device may disappear from automations, scenes, and modes. Start by deleting the device from the system. (See video above). Then you must re-include it. Click here for instructions on inclusion.

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