Have you tried removing and re-adding the shade to SmartThings? Also in a worst case scenario you can reset the shade completely and try. But be warned, when resetting the shade, you will have to pair the remote back to the shade as well as set your upper and lower limits again or the shade will only move about 3 inches in each direction. Also if resetting its always good to have the shade halfway open… easier to troubleshoot vs fully closed or fully open.
To reset the shade press and hold the button on it’s headrail, it will flash green, eventually flash red and then completely stop flashing at which point you let go. Then simply press the button on the shade to check if its only moving 3 inches in each direction; if it is you have successfully reset the shade.
You can find videos on adding, removing, and setting upper and lower limits here: Z-Wave + integrated blinds/shades: Custom Graber Virtual Cord Shades