SmartThings Support

Troubleshooting: GE device won’t respond to commands or automations (Z-Wave)

If your GE device is connected to the Hub but will not respond to commands from the mobile app, there are a few things you can try to get it working again.

 

Your device may be too far from your Hub

The range of your Hub and devices will vary depending on your local environment. Generally speaking, the switch should be able to connect and communicate with the Hub within 60-70 feet with a clear line of sight. Any walls between the Hub and the device can reduce that range by 25-30%. Keep this in mind when installing your in-wall switch or dimmer.

If you think the switch is out of range, moving it closer to the Hub will certainly help. You can also connect more Z-Wave devices to extend the range of your network. Note that in order for a Z-Wave device to work as a range extender, it must be plugged in or hard-wired. Battery-powered Z-Wave devices will not work as range extenders.

Connect the device that is farthest away from your Hub last. This will ensure that the layout of your mesh network is optimized.

 

You may be experiencing local connectivity issues

Both the SmartThings Hub and mobile app require a steady internet connection to function properly. If your device is unresponsive, make sure your Hub is still online by checking its LED. If the light isn't green, consult the best ways to get your Hub online again.

Switch from your phone's standard cellular connection to local Wi-Fi and vice versa. If your phone is having trouble processing the real-time updates from our servers, your switch or dimmer may not appear to be working properly.

 

Repair your Z-Wave network

In order to ensure that your Z-Wave mesh network routes optimally, initiate a Z-Wave network repair from the mobile app:

  1. Tap the menu (Android) / More (iOS)
  2. Tap the Hub
  3. Tap Z-Wave Utilities
  4. Tap Repair Z-Wave Network

Wait before sending any commands to your devices to allow the repair to complete. This may take up to 15 minutes.

Also check out our Guide to Wireless Range and Repeaters.

At this time, Z-Wave network repair is not available on Windows phones. If you are using a Windows phone or need help repairing your Z-Wave network, contact support.

 

Remove the GE device and reconnect it to your Hub

Often, removing the device and reconnecting it with the Hub can clear up unresponsiveness. It's important to remember that Z-Wave devices must confirm they're being removed from a controller, typically with a button press via the device itself.

First, uninstall the device from any SmartApps it belongs to:

  1. Tap My Home
  2. Tap Things
  3. Tap the device
  4. Tap the SmartApps view
  5. Tap the SmartApp
  6. Tap Remove
  7. Confirm removal
  8. Repeat for all SmartApps associated with the device

Next:

  1. Tap My Home
  2. Tap Things
  3. Tap the device
  4. Tap the gear icon
  5. Tap Remove
  6. Confirm removal
  7. When prompted to follow the manufacturer's instructions for device removal:
    • For paddle switches or dimmers, press the top or bottom of the switch once
    • For toggle switches or dimmers, press up and release the toggle switch
    • For outlets, press the button on the device

Then add the device to the Hub once again.

 

Power cycle your Hub

If the switch or dimmer has had trouble processing events for an extended period of time, it may be dealing with a backlog of commands to get to. A good old-fashioned reboot of the Hub can do the trick.

Reboot a Samsung SmartThings Hub (Hub v2) by pressing the recessed red button on the back of the Hub once. Wait 5-10 minutes for the LED to turn solid green; this will indicate the Hub is back online.

If you have Hub v1, reboot the Hub by unplugging it from both Ethernet and power, wait a few minutes, and then plug it back in.

 

Check that the device itself is drawing power

The GE devices can be turned on and off manually by pressing the switch or button on the device itself. If your device is not responding to commands from the mobile app, make sure this switch or button works. If it doesn't, double-check your wiring scheme (for in-wall devices) or move to a different outlet (for plug-in modules). Also, remember to plug modules directly into the wall outlet–no extension cords.

 

Physically reset the device

In-wall devices

There is always a small amount of power traveling through the switch to the lighting appliance, even when the device is turned off. But there's an easy way to disconnect power entirely and reset the switch or dimmer.

  1. Locate the air gap switch. You'll find this button-like switch at the bottom of the device, near the LED light
  2. Pull out the air gap switch to disconnect the power
  3. Push the air gap switch back in

Make sure the air gap switch is pushed in all the way, otherwise you won't be able to control your appliance.

 

Plug-in devices

You can physically reset a module by disconnecting it from its power source.

  1. Unplug the appliance module from the outlet
  2. Wait about 30 seconds
  3. Plug the module back in

 

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