I have this same problem. I just installed my SmartThings hub yesterday, I have two (z-wave) Schlage Connect touchscreen deadbolts both within 10 feet of the Hub. The Hub is online but the locks keep going offline.
We just installed the hub yesterday so I can’t imagine it’s a reboot situation, especially when the other lock isn’t having any trouble at all. The batteries were 100% as they were also replaced yesterday. The hub itself is one floor beneath the lock that is acting up, but distance wise, they’re only about 5 feet apart (through the floor).
Do you have to have a buffering device between floors? These are very thin floors, between a basement and a 1st floor. So, just joists, subfloor with wood plank.
Also, after installing the Universal Z-Wave Lock app from RBoy, the lock came online. 1 hour later, now both locks are offline.
Since the Universal Z-Wave install, each lock was pinged 4 times then reported back offline. The Hub itself is online.
I sent my questions to @maddie and she said it sounds like a buffering issue: It sounds like a classic buffering issue, the hub should never communicate with the lock directly due to the lack of buffering. So when it sends a ping and if the response is lost from the lock due to the lack of buffering, it will make it offline. Best to move the hub further away and put a repeater between the lock and the hub.
I also spoke with SmartThings and they had me uninstall both the Device Handler and the Rental Lock Automation tool, reboot the hub and voila - everything is back online (for now). I’d still like to be able to use the RLA as it makes my life immensely easier but am concerned that it’s now interfering somehow. I know several other vacation rental hosts are using this program seamlessly, so I don’t think it’s a programming issue.
Could it have simply been a Hub reset all along?