If an in-wall switch or dimmer shows as Offline or is unresponsive to commands, there are some basic troubleshooting steps you can perform.
Troubleshooting an Offline or Unresponsive Switch/Dimmer:
To troubleshoot an offline or unresponsive switch/dimmer, follow these steps:
Check the hub to ensure it is online (the LED should be green)
If the hub is not online, refer to our How Do I Troubleshoot an Offline Hub? article
Check that the switch/dimmer is receiving power
It is recommended to have a licensed electrician for any wiring needs
Pull out the switch/dimmer from the wall
Ensure all wiring is correct and securely connected to the switch/dimmer
Use a digital multimeter to ensure there is power on the wires
Power cycle the switch/dimmer
Locate the air gap switch on the switch/dimmer (refer to your switch/dimmer’s owner’s manual, but this is typically a small tab at the bottom of the switch/dimmer that can be pulled out to disconnect power from the switch/dimmer)
Wait ten seconds
Reseat the air gap switch
Reboot the hub
Refer to our How Do I Troubleshoot an Offline Hub? article
Contact our support team
If the switch/dimmer is still offline or unresponsive, please reach out to our support team anytime using the details listed below