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.
3. Verify if a successful network rediscovery has been performed recently. For more information, see Network Rediscovery.
4. 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. For more information, see Deleting Z-Wave devices.

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?. 

Network Rediscovery

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.

For information about running a network rediscovery, see What is a Z-Wave Network Rediscovery?.

If the network rediscovery was not successful, the Event History on the Partner Portal or in MobileTech should list the node ID of the Z-Wave device that failed to be rediscovered. Power cycling the devices that failed to be rediscovered and even the security panel, then trying another rediscovery, could help to bring devices back online.

Deleting Z-Wave devices

The Deleting Z-Wave Devices section of any Z-Wave install guide has steps for deleting devices from the network, and the Z-Wave Installation section of any Z-Wave install guide has steps for adding devices back into the network. For more information about deleting Z-Wave devices, see the panel-specific guides in Panels.

If a Z-Wave device is still offline after troubleshooting:

Contact Alarm.com CORE Support for further assistance.