Aeotec Range extender keeps getting offline

Devices & Integrations
1

I’ve put the extender on my second floor (the Aeotec hub is on the ground floor), because of the devices on the second floor and the attic. First of all I see that all my smoke detectors are going through the extender even those on the ground floor. Also my humidity sensor on the ground floor that is 4 meter from the hub uses the extender on the second floor.

The extender often goes offline (no idea why) and then some off the devices that use the extender also go offline. Why do all these devices use the extender, even when they are near the hub?

What can I do to resolve this?

2

Hi! To help us investigate this further, could you please try the following steps?

  • Please perform a Z-Wave network repair. This should refresh the device routes back to the hub.
  • Once the repair is completed, please submit the hub logs.
    Provide the Hub logs through the my.smartthings.com:
  1. In the my.smartthings, enter “your hubs”
  2. Enter the corresponding Hub
  3. Click on “Dump Hub Logs”
  4. Change the reason for requesting hub logs if needed
  5. Click on “Dump Hub Logs”
  6. Confirm that the request is submitted
    Note: If you have more than one Hub, the name of the one involved in the issue.

Additionally:

  • Please provide the timestamp, including your timezone, of when you submit the logs.
  • If the range extender goes offline again in the future, please submit the hub logs at that time as well and share the corresponding timestamp.

Thanks!

3

Did you get this resolved? I’m having the same issue. I bought a new one and it’s doing the same thing. I do not see “Your Hubs” and cannot find how to “Dump Hub Logs”.

I’ve tried the network repair both with the extender paired to the hub and removed, network repair never finishes. I also cannot remove the extender when offline in the mobile app. I have to login to my.smarthings.com to remove it.

4

Installing a second extender resolved the problem…