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Smart Home Troubleshooting

Overview

Occasionally, your community might encounter an unexpected behavior or offline device from your K4Connect Smart Home system. Each day, your maintenance lead and any other designated recipients will receive the Daily Device Alert Report. This automated report is provided for you to manage devices and controllers that may require attention at your community. If you would like to confirm or make changes to your Daily Device Alert Report recipients, please contact your Customer Success Manager or K4Connect Support.

Included in the Daily Device Alert Report is a simple guide for things to look for and next steps to take based on Alarm and/or Device type:

  • Offline Controller: Most likely, the Controller (also known as Home Hub) has either been unplugged or booted from the Wi-Fi. Please power cycle the Controller and confirm you see a small blue light when plugged back in. The Smart Home Automation should work ~30 seconds later, which will confirm the system is back up and running. If not, please call K4Connect Support.

  • Low Battery: Please replace the batteries in the device.

  • All Devices Offline for a Single Unit: If all the Smart Devices appear offline, there is likely a problem with the z-wave stick. Pull the small USB drive out of the Controller, wait 10 seconds, plug it back in; then power cycle the Controller as well before testing the devices.

  • Thermostat - Offline Device: Ensure there is power to the thermostat. If it is battery powered, replace the batteries. If it's wired, ensure the HVAC system is powered on. Once there is power to the thermostat, please contact support to verify thermostat is properly paired to the Z-Wave network.

  • Motion - Offline Device: The Motion Sensor battery has most likely drained. Walk into the room where the sensor can detect you, and verify you see an LED light blink indicating you were seen. If not, replace batteries and test again. If you see an LED and the lights are still not turning on, please call K4Connect Support.

  • Light - Offline Device: Confirm the switch operates the bulbs when manually toggled. If no, the bulbs are likely out. If yes, the light switch probably requires re-pairing, which K4Connect Support can do with you over the phone.

  • Bed Sensor - Offline Device: Please find the bed sensor and verify its position as well as functioning indicator lights on the sensor box. Re-position properly if necessary, and if you see the light on both parts of the sensor, please call K4Connect Support for continued troubleshooting.

  • Remote - Offline Device: Likely, the remote batteries have drained or the remote has been taken far enough away from the Controller (i.e. taken when a resident leaves) that it reports as offline because it is no longer detected.

Troubleshooting

For more detailed troubleshooting steps for unique devices supported by K4Connect, please see the below guide for potential undesired behavior you might be experiencing and recommended troubleshooting steps for resolution. 

Undesired Behavior Troubleshooting Steps

Lighting Controls

Switches, Dimmers, Motion Switches, Motion Dimmers

Device is offline

Contact K4Connect Support for troubleshooting assistance.

Lighting control won’t operate light fixture manually or remotely (could be online or offline)

  • Check to make sure the Airgap isn’t pulled (skip this step for devices without an airgap)
  • Check to confirm the bulb(s) isn’t/aren’t burned out.
    • If only some bulbs in a multi-bulb fixture are working, the issue is not the lighting control device. Most likely there’s an issue with the wiring.
  • Check to confirm the breaker isn’t tripped
  • Reset the device by pulling the Airgap for 5 seconds (skip this step for devices without an airgap)
  • Remove button plate and press the actual black button underneath the plastic button cover
    • If it works, replace the button plate
    • If not, proceed to checking the wiring
  • Check the wiring
    • Check the ground and neutral (if applicable) and make sure they’re not loose
    • Check the line (power coming into the box) for 120v using a multimeter
    • Check the load (power going to the fixture) for 120v using a multimeter while operating the light switch (pressing on/off)
  • Replace. Make sure to wire the device properly - i.e. if the previous device wasn’t grounded, the new device should be - not being grounded can cause the device to fail during power anomalies.

Lighting control won’t turn light on or off manually (could be online or offline)

  • This behavior is when the light fixture is on or off and the lighting control won’t turn it on or off
  • Remove wall plate and see if that frees up the button plate. Sometimes the top or bottom button plate can be jammed underneath the wall plate and can’t release.
    • If that works, just put the wall plate back on but don’t tighten so tightly.
  • Remove the button plate and try pressing the actual black button underneath the plastic plate
    • If it works, replace the button plate
    • If not, replace the lighting control device

Operates fixture remotely, but not manually

  • Check to make sure the wall plate isn’t interfering with the lighting control’s buttons
  • Pull off button covers and press underlying black button
  • Replace. Make sure to wire the device properly - i.e. if the previous device wasn’t grounded, the new device should be - not being grounded can cause the device to fail during power anomalies

Operates fixture manually, but not remotely

This behavior could indicate that the device is paired incorrectly. Please contact K4Connect Support for assistance.
Lamp Module: Switch or Dimmer

Device is offline

  • Confirm there’s power coming to the outlet and that the module is not plugged into a switched outlet (an outlet operated by a lighting control switch)
  • Reset the device by unplugging and plugging back in
  • Call K4Connect Support for pairing assistance

Won’t operate light fixture (could be online or offline)

  • Check to confirm the bulb isn’t burned out
  • Confirm there’s power coming to the outlet and that the module is not plugged into a switched outlet (an outlet operated by a lighting control switch)
  • Make sure the lamp is plugged into the Zwave-enabled side of the module
  • Make sure the lamp’s switch is in the “on” position
  • Plug the lamp into a known working outlet and turn it on. Plug it back into the Zwave-enabled side of the lamp module
  • Replace
Local Bulbs/Fixtures

Bulbs in the fixture are not all lighting up at the same rate

  • Change the position of the bulbs
    • If the behavior follows the bulbs, then the bulbs are likely either dimmable LEDs that are bad now or the bulbs are simply non-dimmable
    • If the behavior does not follow the bulb, the issue is probably either with the fixture itself or try checking how everything is wired (at this point, the caller will need to leverage some professional electrical assistance)

Recommended bulbs for operation by our dimmers are dimmable LEDs

Temperature Controls

Thermostat

Device is offline

Contact K4Connect Support for troubleshooting assistance.

HVAC not responding to thermostat

  • Confirm the thermostat is paired and responding to commands
  • If the HVAC is not responding to commands from the thermostat, the issue is likely downstream of the thermostat. It is recommended to investigate the wiring/connectivity between the thermostat and the HVAC.
    • At the HVAC unit, using a multimeter check the return wires for 24v AC (Y, W, O, and G wires) when the thermostat is calling for the unit to operate (heating, cooling, fan, etc.)
    • If they’re not getting 24v, they can try modifying the wiring configuration, but if that’s not an option or doesn’t work, proceed to replace.
  • Replace

HVAC is blowing heat when asking for cool and cool when asking for heat

  • Determine whether the HVAC unit is Heat Pump or not.
  • For Heat Pump, check the reversing valve setting (changeOver) on the thermostat to make sure its energizing on Heat/Cool appropriately (If heat is producing cool air and cool is producing hot air, this is likely the issue) - Determine the correct changeOver setting by consulting the HVAC device manual.
  • For non-heat pump, check to make sure all of the colored wires are connected to their corresponding nodes in the thermostat harness.

Motion Detection

Wall-mounted motion sensor (battery powered)

Device is offline

  • Check batteries
  • Reset the device by removing the batteries and putting them back in.
  • Contact K4Connect Support for pairing assistance.

Online but not sensing motion

  • Reset the device by removing the batteries and putting them back in.
  • Contact K4Connect Support for pairing assistance.
Plug-in motion sensor (EZMultipli/Homeseer)

Device is offline

  • Ensure the outlet has power and is not a switched outlet.
  • Reset the device by unplugging and plugging back into the outlet.
  • Factory Reset (press and continue to hold the push button in for about 60 seconds. The LED will blink blue faster and faster and then shift to yellow and continue to blink faster and faster. Once the LED goes out, device is reset to the factory defaults and will blink aqua indicating it is ready to be added to a Z-Wave network) and pair using K4Ops.
  • Contact K4Connect Support for pairing assistance.

Online but not sensing motion

  • Ensure the outlet has power and is not a switched outlet
  • Reset the device by unplugging and plugging back into the outlet
  • Factory Reset (press and continue to hold the push button in for about 60 seconds. The LED will blink blue faster and faster and then shift to yellow and continue to blink faster and faster. Once the LED goes out, device is reset to the factory defaults and will blink aqua indicating it is ready to be added to a Z-Wave network) and pair using K4Ops.
    Contact K4Connect Support for pairing assistance.

Remote Controls

Light Remote

Device is offline

  • Check batteries
  • Press action button (“L” button, far right button under the battery cover)
  • Reset the device by removing the batteries and putting them back in.
  • Factory Reset and pair using K4Ops
    • To factory reset, remove the back cover, hold down the middle button for 10 seconds, release, then click the middle button 3 times.
  • Call K4Connect Support for pairing assistance.

Individual button does not work

Please contact K4Connect Support for troubleshooting assistance.

Won't operate lighting control

  • Reboot the controller/Home Hub
  • Make sure the lighting control device the remote is trying to operate is online. If not, follow the offline device procedure for that lighting control.
  • Factory Reset and pair using K4Ops.
    • To factory reset, remove the back cover, hold down the middle button for 10 seconds, release, then click the middle button 3 times.
  • Call K4Connect Support for assistance.

Still Having Trouble?

If none of these actions solve the problem, please contact K4Connect Support by clicking the button below and our team would be happy to assist.
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