Hi, I had this Aeotec nano switch connected and working fine for some time. Now it has gone offline and although the switch works fine manually, I am unable to operate it with Smartthings or Alexa.
I have removed it from Smartthings, and powered off the device from the mains, powered it back on and reset it according to the manufacturer instructions. I have restarted the Smartthings hub and the wifi router.
Now when I scan to add it back to Smartthings, it is not discovered. I have reset everything again, and it appears the device is in pairing mode, but I cannot pair it to anything. Manual switch still works fine. I’ve tried secure and normal pairing. The colored LED on the device appears to be reacting correctly and I can turn the light on and off from the light swim or the button on the Aeotec nano but still cannot add it to SmartThings.
Any advice to get this working again, would be appreciated.
thanks,
Lew66.
Hey there! @Lew66,
If you were unable to discover the Z-Wave device using Scan or Adding by (+) > Aeotec > Switch/Dimmers. You may need to reset, or “exclude,” the device before it can successfully connect with the SmartThings Hub.
In the SmartThings app:
From the Home screen, touch the menu (Menu icon), and select Devices
Touch the Hub and select More Options (More Options menu icon)
Touch Z-Wave utilities and select Z-Wave exclusion
Press the “Action” button once
You can then attempt to re-pair the device to your hub using the below steps.
In the SmartThings app:
From the Home screen, touch the Plus (+) icon and select Device
Select Aeotec and touch Switch/dimmer
Touch Start
Choose a Hub for the device
Choose a Room for the device and touch Next
While the Hub searches, press the “Action” button once.
If the symptom persists, I would recommend creating a Support ticket so we can look into your concerns further.
You can reach out directly to a support team in your area using the below information:
US: 1-866-813-2404
US: support@smartthings.com
UK: support@smartthings.co.uk
I hope this message finds you well!
^SamsungZell
Hi, thanks for your reply.
I am trying to do a zwave exclusion but the screen just shows a spinning circle and nothing changes. Does this take a long time or is nothing happening?
I removed the device and installed it onto another light switch which was a bit closer to the ST hub and was able to get it paired and working. I then removed it and put it back into its original location and the device still exists on SmartThings but shows as offline. The button on the back turns the light off and on and so does the light switch, but not SmartThings.
Once it was connected and working, shouldn’t it stay connected using the mesh network? It’s only about 3m from another zwave device and about 10m from the ST hub. I moved the hub to within about 5m and it made no difference.
Do you think I should do a “repair zwave network” from within SmartThings?
You are very welcome @Lew66, thank you for providing me with the steps you have tried.
You mentioned you are experiencing a looping circle when trying to perform the exclusion. You can try clearing the cache of the ST App. Settings>Apps>ST App>Storage>Clear Cache and re-trying the exclusion.
I would try excluding the device from the Hub’s Utilities in the IDE Tool and If the symptom persist I would then perform a z-wave network repair and reboot your hub once completed. You can access the IDE Tool using your login credentials here at this link: https://graph.api.smartthings.com/.
You will then want to select your Location, Your Hub, and select Utilities and try to exclude and repair from here.
If there’s still no changes, please submit a support ticket with any relevant logs.
I hope this message finds you well!
^SamsungZell
Thank you for your assistance @SamsungZell
It’s been a while so I thought I’d update you.
I tried everything that you suggested without any luck. I was also talking to the device supplier and working through fault finding with them.
Long start short, it turned out to be a faulty Aeotec module. Purchased a new one and it worked fine. Old one returned for refund.
It just goes to show, sometimes it can be a simple solution.
@Lew66, Thank you for keeping me updated!
I’m so glad to hear that you were able to get it resolved, and I hope you enjoy your new device! 
^SamsungZell
Hi
I have the same issues but have tried everything above.
Can you please help?
I can’t delete the device from the app.
The Aeotec switch use to work perfectly for over a year not I’ve had to try reconnected it every 2 weeks.
Hey there! @AAdam, Welcome to the Community! 
I’m sorry to hear that you are having issues with your device. Thank you so much for confirming the above troubleshooting steps that you have already attempted.
Are you using the Smart Things Application on an Android or IOS device?
As you mention you are unable to remove the device from Smart Things Application, I’d recommend first attempting a clearing of the Storage cache for the ST APP or a complete reinstallation of the application to ensure the latest version is running and may resolve the issue with being unable to exclude, remove the device, and onboard it to the Smart Things Application.
If you continue to run into the issue of not being able to reset the switch, I would recommend creating a Support ticket so we can look into your concerns further.
You can reach out directly to a support team in your area using the below information:
US: 1-866-813-2404
US: support@smartthings.com
UK support 0333 0000333
UK: support@smartthings.co.uk
CA: support@smartthings.ca
I hope this message finds you well!
^SamsungZell
Hi
I’m using Samsung note 9.
I’ve tried removing the cache from the app storage and it hasn’t worked.
Like I’ve said I’ve tried all the steps suggested in the post.
Kind Regards
Monday, 08 November 2021, 11:22pm +00:00 from SamsungZell via SmartThings Community smartthings@discoursemail.com:
Hey there! @AAdam, thank you for providing and confirming that information, I completely understand your frustration, I personally tested this on a Samsung Note 9 and I was unable to replicate the symptom, I’m able to exclude, delete, and re-onboard the device(s).
As you have completed the troubleshooting steps and still experiencing the symptom, I would recommend creating the support ticket using the above information so we can assist you with the removal of the device and re-onboarding to the ST Application and look into these concerns further.
I hope this message finds you well!
^SamsungZell
Hi
Can you please advise how to raise a support ticket.
Kind Regards
Tuesday, 09 November 2021, 08:09pm +00:00 from SamsungZell via SmartThings Community smartthings@discoursemail.com:
Hey there! @AAdam, you can use the below channels to submit a ticket to our support team.
Report the problem within the SmartThings app with information such as The model code for your Note 9. The version of the app (open the menu, then touch Settings, scroll to the bottom, and select About SmartThings)
Model code of your device having issues
Once as much information is collected as possible, Open the Smart Things Settings menu, and then touch Help > Report a problem.
You can also reach out via email or call with the below information:
US: 1-866-813-2404
US: support@smartthings.com
UK support 0333 0000333
UK: support@smartthings.co.uk
CA: support@smartthings.ca
I hope this message finds you well!
^SamsungZell
Hi
I’ve created a support ticket but have had no response since the 12th. Really disappointed with this all.
Kind Regards
Wednesday, 10 November 2021, 10:09pm +00:00 from SamsungZell via SmartThings Community smartthings@discoursemail.com:
I’ve still not received any reply from the support ticket or this forum.
Been very disappointed with the lack of support.
Hey @AAdam ,
Man you must be angry without a response for so long. I have to say, the team here is usually much better than that.
I can only let you know what has worked for me here in Aus and hope it helps.
When I have had issues removing a zwave device from the app (I’m on iPhone), the only way I’ve been able to delete is via the IDE. This has fixed things most of the time after they are re-added.
If that fails, the only other thing I’ve done is reach out to the supplier. Here is Aus they’ve been super helpful with replacing the module to see if that fixed it. Both times I’ve had no other option, I’ve replaced the units and it has resolved.
It may be worth paying for another one just to see if it is the unit. They may have a really low failure rate but it does happen.
And finally, the last thing I can suggest is one of mine continued to fail when it was in the bathroom and part of a switch bank that also operated a fan and heat lamp. Not sure if one of those devices interfered with the unit or not, but I could not get anything working consistently there. I ended up just replacing the Aeotec models with a smart light bulb there.
Hope this help a little and don’t give up on the forum.
Hi @Lew66
Thanks for the message.
Yeah its really frustrating, as I was expecting a better response than this. I’ve only have the Aeotec since Feb 2020. It’s not even been 2 years so I don’t expect the device to be faulty. I’ve managed to remove the device from smartthings but now I been to pair it again. Its really annoying as I have to remove the switch again and try pairing it again. As turning the switch on and off 3 times in quick succession doesn’t do it.
Can I ask what the IDE is?
Thursday, 25 November 2021, 08:50am +00:00 from Lew via SmartThings Community smartthings@discoursemail.com:
Hey @AAdam
Not sure what IDE stands for to be honest but I think of it as the web interface to SmartThings. It is where you go to do other more complex things like virtual switches and the like. Use your ST login and access it here https://graph.api.smartthings.com/
Sometimes when I can’t do something in the app I can do it in the IDE.
Anyway hope it helps, but like I said my vendor in Aus was really helpful too with changing over modules and testing.