SmartThings Support

Troubleshooting: SmartSense Multi is stuck on "open" or "closed"

If your SmartSense Multi is stuck in a particular state, there are a few options you can try to correct it:

  • The Multi may be out of range. Move it closer to the Hub, or extend the range of your network using repeaters. Go here for more information on wireless range and repeaters.
  • In some rare cases, having an old SmartPower Outlet (Smartenit) plugged in can interfere with the Multi's ability to communicate with the Hub. To test this, unplug the outlet for a day and see if the Multi's state updates. If that works, contact support@smartthings.co.uk for more tips on troubleshooting the SmartPower Outlet.
  • Remove and reconnect the SmartSense Multi with your Hub.
  • Make sure the batteries are oriented correctly.
  • Replace the batteries (AAAA batteries).
  • Firmly pinch together the battery contact clamps to ensure they are positioned properly.
  • The magnet inside the smaller portion of the SmartSense Multi can sometimes favor one side of the enclosure. If your Multi is stuck on "open," flip the contact around so the other face is making contact with the bigger sensor portion.
  • If you're using the Multi on your garage door, it may not be mounted properly. Make sure you have the flat, larger face of the sensor mounted on the door, vertically, without the magnetic contact. Watch this video for further mounting tips.

If these steps don't fix the issue, please contact support@smartthings.co.uk.

Get In Touch

Reach us by phone
1-800 SAMSUNG
1-800-726-7864
9 am to 6 pm Pacific Time, Monday through Saturday
Reach us on live chat
9 am to 5 pm Pacific Time, Monday through Saturday
Powered by Zendesk