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Range extender does not pair correctly

Note:

These instructions are specifically for the Aeotec Range Extender 7 only, we don't currently support any other Z-Wave range extenders

This article will walk you through the process of overcoming issues when pairing a range extender or what to do if it simply does not pair. 

If you are going through the initial setup, please see: Range extender set-up instructions.

Check if it has paired

There are 2 places the range extender needs to pair; the Boundary app and your central hub.

Check on the app

Once you have completed the initial setup wizard, you can check which sensors have paired to the app.

  1. Log in to the Boundary app
  2. Select Settings > Sensors
  3. Check the list of sensors to see if it is there (it may appear with the name you assigned it or as Unknown Device)

Check on the central hub

  1. Tap the screen to wake it up
  2. Enter your Owner PIN
  3. Select Menu > Settings > About > Devices
  4. Check the list of sensors to see if it is there (it may appear with the name you assigned it or as Range extender (number))

Scenarios

It is paired to the app and hub

Happy days! The range extender is successfully paired.

Device is Unknown in the app

Please follow these steps carefully, not to be confused by any other instructions:

Remove the range extender

  1. Make sure the range extender is plugged in
  2. Log in to the Boundary app
  3. Select Settings > Sensors > <the name of the unknown device>
  4. Select Edit > Remove Sensor > Yes, remove this sensor > Continue
  5. Tap the button the range extender

Reset and pair the range extender

  1. Press and hold the button on the range extender for at least 20 seconds to reset it
    1. The light will flash and pulse at different rates when doing this
    2. Wait for a solid light for at least 5 seconds, then release the button
    3. The light should slowly pulse white to indicate it has been reset and is ready to pair
    4. Unplug the range extender
  2. Log in to the Boundary app
  3. Select Settings > Sensors > Add new
  4. Scan the QR code on the range extender (if this doesn't work, there may be a sticker inside the box the extender came in, try that instead)
  5. Plug the range extender in and turn it on
  6. Tap the button on the range extender and the light should flash quickly
  7. Pairing should complete in around 60 seconds
  8. Name the range extender > Assign to a room (if required) > Save

If this doesn't resolve the issue, please contact support. For us to help best, please provide the first 5 digits of the DSK code, explain the issue & the steps you have already taken.

Range Extender is paired to the hub but not the app

If a range extender is paired to the hub but not the app, please contact support. For us to help best, please provide the first 5 digits of the DSK code, explain the issue & the steps you have already taken.

Range Extender is not paired to the app or the hub

Please follow these steps carefully, not to be confused by any other instructions:

Reset and pair the range extender

  1. Press and hold the button on the range extender for at least 20 seconds to reset it
    1. The light will flash and pulse at different rates when doing this
    2. Wait for a solid light for at least 5 seconds, then release the button
    3. The light should slowly pulse white to indicate it has been reset and is ready to pair
    4. Unplug the range extender
  2. Log in to the Boundary app
  3. Select Settings > Sensors > Add new
  4. Scan the QR code on the range extender (if this doesn't work, there may be a sticker inside the box the extender came in, try that instead)
  5. Plug the range extender in and turn it on
  6. Tap the button on the range extender and the light should flash quickly
  7. Pairing should complete in around 60 seconds
  8. Name the range extender > Assign to a room (if required) > Save

If this doesn't resolve the issue, please contact support. For us to help best, please provide the first 5 digits of the DSK code, explain the issue & the steps you have already taken.

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