Troubleshooting

What’s the fun in owning a smart home if you can’t ever troubleshoot it? We’ve all been there before and our goal is to get you back up and running as fast as possible. Below are some of the more common issues as well as answers to them. If you’d rather reach out to us directly, that’s fine too. There’s a little black beacon that you can click to reach us directly — we’re here to help!

Inovelli Device Handler | In-Wall Switch

In-Wall Switches

Inovelli Device Handler | Indoor Plug-In Module

Indoor Plug-In Modules

Outdoor Z-Wave Module for Home Automation

Outdoor Plug-In Modules

Z-Wave Home Automation - NZW1201

Sensors

Please Click on the Product You Need Help With

Each tab in the corresponding section will list out common solutions to the products above.

– In-Wall Switches –

Please select your switch below

Z-Wave Switch (On/Off)

NZW30 (On/Off)

Z-Wave Switch (On/Off)

NZW30S (On/Off)
+ Scene

NZW30T (On/Off)

NZW31 (Dimming)

NZW31S (Dimming)
+ Scene

NZW31T (Dimming)

NZW30 (On/Off) Switch

To install the device handler, please follow our step-by-step NZW30 Device Handler Installation Guide.

-NZW30-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Switch may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Switch may need to be reset prior to inclusion
  3. Faulty Switch — The switch may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start though, make sure your device is wired correctly. In order to know if you’re wired correctly, the blue light on the switch should be on. If it’s not, first try tapping UP on the paddle 10x to see if that turns it on. If not, then, please double check your wiring. If you believe your wiring is correct, please reach out to us.


Distance

Exclusion/Reset Mode

Defective Switch

-NZW30-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the UP button on your switch 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW30-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. Flip the Circuit Breaker Off/On
  4. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

Flip Circuit Breaker Off/On

SmartThings Users: Install Device Handler

-NZW30-
Wiring Help


There are a couple of ways you can wire the switch. Below are the most common 3 & 4-Way setups. If you have questions, please reach out and our licensed electrician will be able to walk you through some options.


3-Way Setup

4-Way Setup

NZW30S (On/Off) Switch + Scenes

To install the device handler, please follow our step-by-step NZW30S Device Handler Installation Guide.

-NZW30S-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Switch may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Switch may need to be reset prior to inclusion
  3. Faulty Switch — The switch may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start though, make sure your device is wired correctly. In order to know if you’re wired correctly, the blue light on the switch should be on. If it’s not, first try tapping UP on the paddle 10x to see if that turns it on. If not, then, please double check your wiring. If you believe your wiring is correct, please reach out to us.


Distance

Exclusion/Reset Mode

Defective Switch

-NZW30S-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the UP button on your switch 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

-NZW30S-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. Flip the Circuit Breaker Off/On
  4. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

Flip Circuit Breaker Off/On

SmartThings Users: Install Device Handler

-NZW30S-
Wiring Help


There are a couple of ways you can wire the switch. Below are the most common 3 & 4-Way setups. If you have questions, please reach out and our licensed electrician will be able to walk you through some options.


3-Way Setup

4-Way Setup

NZW30T (On/Off) Toggle Switch + Scenes

To install the device handler, please follow our step-by-step NZW30T Device Handler Installation Guide.

-NZW30T-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Switch may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Switch may need to be reset prior to inclusion
  3. Faulty Switch — The switch may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start though, make sure your device is wired correctly.


Distance

Exclusion/Reset Mode

Defective Switch

-NZW30T-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the UP button on your switch 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW30T-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. Flip the Circuit Breaker Off/On
  4. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

Flip Circuit Breaker Off/On

SmartThings Users: Install Device Handler

-NZW30T-
Wiring Help


There are a couple of ways you can wire the switch. Below are the most common 3 & 4-Way setups. If you have questions, please reach out and our licensed electrician will be able to walk you through some options.


3-Way Setup

4-Way Setup

NZW31 (Dimming) Switch

To install the device handler, please follow our step-by-step NZW31 Device Handler Installation Guide.

-NZW31-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Switch may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Switch may need to be reset prior to inclusion
  3. Faulty Switch — The switch may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start though, make sure your device is wired correctly. In order to know if you’re wired correctly, the blue light on the switch should be on. If it’s not, first try tapping UP on the paddle 10x to see if that turns it on. If not, then, please double check your wiring. If you believe your wiring is correct, please reach out to us.


Distance

Exclusion/Reset Mode

Defective Switch

-NZW31-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the UP button on your switch 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW31-
Device is Unresponsive


Sometimes the device can become unresponsive (both manually and remotely). While this is rare, it does happen and there are a few things we can do here:

  1. Check the Air-Gap Switch (little button at the bottom left of the switch)
  2. Run a Z-Wave Refresh
  3. Exclude, then Include, followed by a Z-Wave Refresh
  4. Flip the Circuit Breaker Off/On
  5. SmartThings Users: Install our Device Handler

Please see below for more details.


Check the Air-Gap Switch

Exclude, Include, Z-Wave Refresh

Flip Circuit Breaker Off/On

SmartThings Users: Install Device Handler

-NZW31-
Wiring Help


There are a couple of ways you can wire the switch. Below are the most common 3 & 4-Way setups. If you have questions, please reach out and our licensed electrician will be able to walk you through some options.


3-Way Setup

4-Way Setup

NZW31S (Dimming) Switch + Scene

To install the device handler, please follow our step-by-step NZW31S Device Handler Installation Guide.

-NZW31S-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Switch may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Switch may need to be reset prior to inclusion
  3. Faulty Switch — The switch may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start though, make sure your device is wired correctly. In order to know if you’re wired correctly, the blue light on the switch should be on. If it’s not, first try tapping UP on the paddle 10x to see if that turns it on. If not, then, please double check your wiring. If you believe your wiring is correct, please reach out to us.


Distance

Exclusion/Reset Mode

Defective Switch

-NZW31S-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the UP button on your switch 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

-NZW31S-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. Flip the Circuit Breaker Off/On
  4. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

Flip Circuit Breaker Off/On

SmartThings Users: Install Device Handler

-NZW31S-
Wiring Help


There are a couple of ways you can wire the switch. Below are the most common 3 & 4-Way setups. If you have questions, please reach out and our licensed electrician will be able to walk you through some options.


3-Way Setup

4-Way Setup

NZW31T (Dimming) Toggle Switch + Scene

To install the device handler, please follow our step-by-step NZW31T Device Handler Installation Guide.

-NZW31T-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Switch may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Switch may need to be reset prior to inclusion
  3. Faulty Switch — The switch may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start though, make sure your device is wired correctly.


Distance

Exclusion/Reset Mode

Defective Switch

-NZW31T-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the UP button on your switch 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW31T-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. Flip the Circuit Breaker Off/On
  4. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

Flip Circuit Breaker Off/On

SmartThings Users: Install Device Handler

-NZW31T-
Wiring Help


There are a couple of ways you can wire the switch. Below are the most common 3 & 4-Way setups. If you have questions, please reach out and our licensed electrician will be able to walk you through some options.


3-Way Setup

4-Way Setup

– Plug-In Modules –

Indoor & Outdoor

Please select your module below

Inovelli Device Handler | Indoor Plug-In Module

NZW36
(1-Channel)

Inovelli Device Handler | Indoor Plug-In Module

NZW37
(2-Channel)

Z-Wave Plug - Zwave Plus with Scene Control (NZW36 - Inovelli)

NZW39
(Dimming)

Outdoor Z-Wave Module for Home Automation

NZW96
(1-Channel)
Outdoor

Outdoor Z-Wave Module for Home Automation

NZW97
(2-Channel)
Outdoor

NZW36 (On/Off) Smart Plug + Repeater

To install the device handler, please make sure you have NO LOGO on the front of your device. If so, please follow our step-by-step NZW36 Device Handler Installation Guide.

-NZW36-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Plug may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Plug may need to be reset prior to inclusion
  3. Faulty Plug — The plug may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start with troubleshooting, let’s check the LED on the front of the device. If you manually toggle the button on the plug, does the LED light up? If not, please press down on the button for 10 seconds and the LED should turn on. If not, then please reach out to us as you probably have a defective plug.


Distance

Exclusion/Reset Mode

Defective Plug

-NZW36-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the front button on your plug 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW36-
Repeater Function


Good news and Bad news. The good news is that if your plug is included/paired to your network and plugged in, the repeater function will automatically work. The bad news is that we’re assuming your here because you believe there’s a problem!

So, now that we’ve established that the repeater function will automatically work if you’re included/paired to your HUB, let’s go through some common issues with repeating the signal so we can solve what you’re trying to accomplish with the repeater.

Here is a checklist of troubleshooting steps to try in order:

  • Run a Z-Wave Refresh
  • Check the Distance
  • Ensure what you’re Repeating to is Z-Wave
  • If you’re repeating to a lock or sensor, please follow the steps below

Start with a Z-Wave Refresh & Check Distance

Ensure Compatibility

Repeating to a Z-Wave Sensor

If the plug/repeater is not making your Z-Wave sensor come within range after a Z-Wave Refresh, there may be another few steps you’ll have to take. Please try the following:

  • Please look in your sensors manual on how to, “wake up” the device. Z-Wave battery powered devices are usually sleeping to conserve battery and will not update their status until the sensor is woken up. Usually when it wakes up, will send a signal back to the HUB via the repeater
  • Usually, to wake up a sensor, you need to press a button. Once the button is pressed, run a Z-Wave Refresh
  • Wait 15-20 minutes and it should work

NOTE: In some cases it can take 12-24 hours for a sensor to wake up depending on what the default setting is. If your sensor does not come back online after 24hrs, then there definitely is a repeating issue from the plug and you’ll either need to move the plug closer to the sensor or run another Z-Wave Refresh. If it still doesn’t work, please reach out.

-NZW36-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

 

SmartThings Users: Install Device Handler

-NZW36-
Common Wink Issues


While we love Wink (it’s what everyone in the company started with), there are some common issues that you may run across when setting up your smart plug. Never fear, as we mentioned, all of us have used Wink and are very familiar with the platform, so we’re here to help! Below are some problems you may run across along with solutions.

  1. Pairing – Error Code, “This is Taking Too Long…”
  2. Pairing – Device Paired but I Do Not See it
  3. Device Paired, but Can’t Control it

Please see below for more details.


Spoiler title

Pairing - Device Paired but I Do Not See it

Device Paired, but Can't Control it

Coming Soon!

NZW37 (2-Channel) Smart Plug + Repeater

There are a couple of different versions of this smart plug. Please note the following versions below and install the corresponding device handler.

-NZW37-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Plug may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Plug may need to be reset prior to inclusion
  3. Faulty Plug — The plug may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start with troubleshooting, let’s check the LED on the front of the device. If you manually toggle the button on the plug, does the LED light up? If not, please press down on the button for 10 seconds and the LED should turn on. If not, then please reach out to us as you probably have a defective plug.


Distance

Exclusion/Reset Mode

Defective Plug

-NZW37-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the front button on your plug 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW37-
Repeater Function


Good news and Bad news. The good news is that if your plug is included/paired to your network and plugged in, the repeater function will automatically work. The bad news is that we’re assuming your here because you believe there’s a problem!

So, now that we’ve established that the repeater function will automatically work if you’re included/paired to your HUB, let’s go through some common issues with repeating the signal so we can solve what you’re trying to accomplish with the repeater.

Here is a checklist of troubleshooting steps to try in order:

  • Run a Z-Wave Refresh
  • Check the Distance
  • Ensure what you’re Repeating to is Z-Wave
  • If you’re repeating to a lock or sensor, please follow the steps below

Start with a Z-Wave Refresh & Check Distance

Ensure Compatibility

Repeating to a Z-Wave Sensor

If the plug/repeater is not making your Z-Wave sensor come within range after a Z-Wave Refresh, there may be another few steps you’ll have to take. Please try the following:

  • Please look in your sensors manual on how to, “wake up” the device. Z-Wave battery powered devices are usually sleeping to conserve battery and will not update their status until the sensor is woken up. Usually when it wakes up, will send a signal back to the HUB via the repeater
  • Usually, to wake up a sensor, you need to press a button. Once the button is pressed, run a Z-Wave Refresh
  • Wait 15-20 minutes and it should work

NOTE: In some cases it can take 12-24 hours for a sensor to wake up depending on what the default setting is. If your sensor does not come back online after 24hrs, then there definitely is a repeating issue from the plug and you’ll either need to move the plug closer to the sensor or run another Z-Wave Refresh. If it still doesn’t work, please reach out.

-NZW37-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

 

SmartThings Users: Install Device Handler

-NZW37-
Common Wink Issues


While we love Wink (it’s what everyone in the company started with), there are some common issues that you may run across when setting up your smart plug. Never fear, as we mentioned, all of us have used Wink and are very familiar with the platform, so we’re here to help! Below are some problems you may run across along with solutions.

  1. Pairing – Error Code, “This is Taking Too Long…”
  2. Pairing – Device Paired but I Do Not See it
  3. Device Paired, but Can’t Control it
  4. App Shows Three (3) Switches, can only Control Two (2)

Please see below for more details.


Spoiler title

Pairing - Device Paired but I Do Not See it

Device Paired, but Can't Control it

Three (3) Switches in App, Can only Control Two (2)

Coming Soon!

NZW39 (Dimming) Smart Plug + Repeater

There are a couple of different versions of this smart plug. Please note the following versions below and install the corresponding device handler.

-NZW39-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Plug may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Plug may need to be reset prior to inclusion
  3. Faulty Plug — The plug may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start with troubleshooting, let’s check the LED on the front of the device. If you manually toggle the button on the plug, does the LED light up? If not, please tap twice on the button and the LED should turn on. If not, then please reach out to us as you probably have a defective plug.


Distance

Exclusion/Reset Mode

Defective Plug

-NZW39-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the front button on your plug 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW39-
Repeater Function


Good news and Bad news. The good news is that if your plug is included/paired to your network and plugged in, the repeater function will automatically work. The bad news is that we’re assuming your here because you believe there’s a problem!

So, now that we’ve established that the repeater function will automatically work if you’re included/paired to your HUB, let’s go through some common issues with repeating the signal so we can solve what you’re trying to accomplish with the repeater.

Here is a checklist of troubleshooting steps to try in order:

  • Run a Z-Wave Refresh
  • Check the Distance
  • Ensure what you’re Repeating to is Z-Wave
  • If you’re repeating to a lock or sensor, please follow the steps below

Start with a Z-Wave Refresh & Check Distance

Ensure Compatibility

Repeating to a Z-Wave Sensor

If the plug/repeater is not making your Z-Wave sensor come within range after a Z-Wave Refresh, there may be another few steps you’ll have to take. Please try the following:

  • Please look in your sensors manual on how to, “wake up” the device. Z-Wave battery powered devices are usually sleeping to conserve battery and will not update their status until the sensor is woken up. Usually when it wakes up, will send a signal back to the HUB via the repeater
  • Usually, to wake up a sensor, you need to press a button. Once the button is pressed, run a Z-Wave Refresh
  • Wait 15-20 minutes and it should work

NOTE: In some cases it can take 12-24 hours for a sensor to wake up depending on what the default setting is. If your sensor does not come back online after 24hrs, then there definitely is a repeating issue from the plug and you’ll either need to move the plug closer to the sensor or run another Z-Wave Refresh. If it still doesn’t work, please reach out.

-NZW39-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

 

SmartThings Users: Install Device Handler

-NZW39-
Common Wink Issues


While we love Wink (it’s what everyone in the company started with), there are some common issues that you may run across when setting up your smart plug. Never fear, as we mentioned, all of us have used Wink and are very familiar with the platform, so we’re here to help! Below are some problems you may run across along with solutions.

  1. Pairing – Error Code, “This is Taking Too Long…”
  2. Pairing – Device Paired but I Do Not See it
  3. Device Paired, but Can’t Control it
  4. App Shows Three (3) Switches, can only Control Two (2)

Please see below for more details.


Spoiler title

Pairing - Device Paired but I Do Not See it

Device Paired, but Can't Control it

Coming Soon!

NZW96 (1-Channel) Outdoor Smart Plug

To install the device handler, please follow our step-by-step NZW96 Device Handler Installation Guide.

-NZW96-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Plug may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Plug may need to be reset prior to inclusion
  3. Faulty Plug — The plug may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start with troubleshooting, let’s check the LED on the front of the device. If you manually toggle the button on the plug, does the LED light up? If not, please press down on the button for 10 seconds and the LED should turn on. If not, then please reach out to us as you probably have a defective plug.


Distance

Exclusion/Reset Mode

Defective Plug

-NZW96-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the front button on your plug 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW96-
Repeater Function


Good news and Bad news. The good news is that if your plug is included/paired to your network and plugged in, the repeater function will automatically work. The bad news is that we’re assuming your here because you believe there’s a problem!

So, now that we’ve established that the repeater function will automatically work if you’re included/paired to your HUB, let’s go through some common issues with repeating the signal so we can solve what you’re trying to accomplish with the repeater.

Here is a checklist of troubleshooting steps to try in order:

  • Run a Z-Wave Refresh
  • Check the Distance
  • Ensure what you’re Repeating to is Z-Wave
  • If you’re repeating to a lock or sensor, please follow the steps below

Start with a Z-Wave Refresh & Check Distance

Ensure Compatibility

Repeating to a Z-Wave Sensor

If the plug/repeater is not making your Z-Wave sensor come within range after a Z-Wave Refresh, there may be another few steps you’ll have to take. Please try the following:

  • Please look in your sensors manual on how to, “wake up” the device. Z-Wave battery powered devices are usually sleeping to conserve battery and will not update their status until the sensor is woken up. Usually when it wakes up, will send a signal back to the HUB via the repeater
  • Usually, to wake up a sensor, you need to press a button. Once the button is pressed, run a Z-Wave Refresh
  • Wait 15-20 minutes and it should work

NOTE: In some cases it can take 12-24 hours for a sensor to wake up depending on what the default setting is. If your sensor does not come back online after 24hrs, then there definitely is a repeating issue from the plug and you’ll either need to move the plug closer to the sensor or run another Z-Wave Refresh. If it still doesn’t work, please reach out.

-NZW96-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

SmartThings Users: Install Device Handler

-NZW96-
Common Wink Issues


While we love Wink (it’s what everyone in the company started with), there are some common issues that you may run across when setting up your smart plug. Never fear, as we mentioned, all of us have used Wink and are very familiar with the platform, so we’re here to help! Below are some problems you may run across along with solutions.

  1. Pairing – Error Code, “This is Taking Too Long…”
  2. Pairing – Device Paired but I Do Not See it
  3. Device Paired, but Can’t Control it

Please see below for more details.


Spoiler title

Pairing - Device Paired but I Do Not See it

Device Paired, but Can't Control it

Coming Soon!

NZW97 (2-Channel) Outdoor Smart Plug

To install the device handler, please follow our step-by-step NZW97 Device Handler Installation Guide.

-NZW97-
Device Pairing Issues


There are three main reasons your device may not pair:

  1. Distance — Plug may be too far from the HUB (or nearest Z-Wave, non-battery powered, device)
  2. Needs to be Excluded — Plug may need to be reset prior to inclusion
  3. Faulty Plug — The plug may just be faulty

Let’s explore each, starting with Distance as that’s the most common problem with pairing issues.

IMPORTANT: Before we start with troubleshooting, let’s check the LED on the front of the device. If you manually toggle the button on the plug, does the LED light up? If not, please press down on the button for 10 seconds and the LED should turn on. If not, then please reach out to us as you probably have a defective plug.


Distance

Exclusion/Reset Mode

Defective Plug

-NZW97-
Removal Process


To remove your device, here’s what you need to do:

  • Put your HUB/Controller into exclusion mode
  • Press the front button on your plug 6x rapidly (in a second or so)
  • Hopefully your device has been removed

For HUB specific removal steps, please see below.


SmartThings Removal

Wink Removal

Vera Removal

-NZW97-
Repeater Function


Good news and Bad news. The good news is that if your plug is included/paired to your network and plugged in, the repeater function will automatically work. The bad news is that we’re assuming your here because you believe there’s a problem!

So, now that we’ve established that the repeater function will automatically work if you’re included/paired to your HUB, let’s go through some common issues with repeating the signal so we can solve what you’re trying to accomplish with the repeater.

Here is a checklist of troubleshooting steps to try in order:

  • Run a Z-Wave Refresh
  • Check the Distance
  • Ensure what you’re Repeating to is Z-Wave
  • If you’re repeating to a lock or sensor, please follow the steps below

Start with a Z-Wave Refresh & Check Distance

Ensure Compatibility

Repeating to a Z-Wave Sensor

If the plug/repeater is not making your Z-Wave sensor come within range after a Z-Wave Refresh, there may be another few steps you’ll have to take. Please try the following:

  • Please look in your sensors manual on how to, “wake up” the device. Z-Wave battery powered devices are usually sleeping to conserve battery and will not update their status until the sensor is woken up. Usually when it wakes up, will send a signal back to the HUB via the repeater
  • Usually, to wake up a sensor, you need to press a button. Once the button is pressed, run a Z-Wave Refresh
  • Wait 15-20 minutes and it should work

NOTE: In some cases it can take 12-24 hours for a sensor to wake up depending on what the default setting is. If your sensor does not come back online after 24hrs, then there definitely is a repeating issue from the plug and you’ll either need to move the plug closer to the sensor or run another Z-Wave Refresh. If it still doesn’t work, please reach out.

-NZW97-
Device is Unresponsive


Sometimes the device can become unresponsive. While this is rare, it does happen and there are a few things we can do here:

  1. Run a Z-Wave Refresh
  2. Exclude, then Include, followed by a Z-Wave Refresh
  3. SmartThings Users: Install our Device Handler

Please see below for more details.


Run a Z-Wave Refresh

Exclude, Include, Z-Wave Refresh

 

SmartThings Users: Install Device Handler

-NZW97-
Common Wink Issues


While we love Wink (it’s what everyone in the company started with), there are some common issues that you may run across when setting up your smart plug. Never fear, as we mentioned, all of us have used Wink and are very familiar with the platform, so we’re here to help! Below are some problems you may run across along with solutions.

  1. Pairing – Error Code, “This is Taking Too Long…”
  2. Pairing – Device Paired but I Do Not See it
  3. Device Paired, but Can’t Control it
  4. App Shows Three (3) Switches, can only Control Two (2)

Please see below for more details.


Spoiler title

Pairing - Device Paired but I Do Not See it

Device Paired, but Can't Control it

Three (3) Switches in App, Can only Control Two (2)

Coming Soon!

– Sensors –

Coming Soon!