If you notice one of your devices is "offline" while using the SmartRent App, it may not be immediately clear whether the problem is with the device itself or the hub it’s connected to. The SmartRent In-App Troubleshooting Tool can help you identify the issue and figure out how to get back online as soon as possible.
Using the In-App Troubleshooting Tool Option 1
To use the In-App Troubleshooting Tool, follow these steps:
- Tap your Account Avatar in the top right corner
- Tap Support
- Tap Start Troubleshooting
- Tap on the device with which you are having issues
- Use the in-app controls to actuate the device to see if it responds or manipulate the sensor to see if the app updates with the sensor’s changes
- For door sensors, open and close the door to which the sensor is mounted
- For motion sensors, cover the sensor with a cloth or hide it in a drawer for five minutes before introducing new motion events in front of it
- If the device is unresponsive, tap No under Is this device working?
- Depending on the device and any information gathered during this process, the app will walk you through a series of basic troubleshooting steps to help get your device back online
- If the steps do not work, the SmartRent App will give you the option to call SmartRent Support immediately or request phone or email support from the SmartRent Support Team at their earliest availability
- The In-App Troubleshooting Tool may also refer you to your community’s maintenance team for additional support if it determines the issue is physical (e.g., dead batteries)
Using the In-App Troubleshooting Tool Option 2
To use the In-App Troubleshooting Tool, follow these steps:
- Navigate to the device that is offline
- Tap Start Troubleshooting
- Use the in-app controls to actuate the device to see if it responds or manipulate the sensor to see if the app updates with the sensor’s changes
- For door sensors, open and close the door to which the sensor is mounted
- For motion sensors, cover the sensor with a cloth or hide it in a drawer for five minutes before introducing new motion events in front of it
- If the device is unresponsive, tap No under Is this device working?
- Depending on the device and any information gathered during this process, the app will walk you through a series of basic troubleshooting steps to help get your device back online
- If the steps do not work, the SmartRent App will give you the option to call SmartRent Support immediately or request phone or email support from the SmartRent Support Team at their earliest availability
- The In-App Troubleshooting Tool may also refer you to your community’s maintenance team for additional support if it determines the issue is physical (e.g., dead batteries)
At this time, the In-App Troubleshooting Tool can only troubleshoot Yale YRD256/YRD652 locks, Honeywell T6 thermostats, and select motion and door sensors. More devices will be added soon, so stay tuned!
For help with devices that are not yet supported by the In-App Troubleshooting Tool or for any other assistance, contact us directly using the details below.