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Z-Wave Troubleshooting Wizard

GoSafer Security Knowledge Base

This operational reference is organized for GoSafer Security customers and staff. Alarm.com product names are retained where required for technical accuracy.

Overview

The Z-Wave Troubleshooting Wizard provides users with step-by-step resolutions for a host of supported devices, including lights, thermostats, water devices, and more. The wizard is accessible through both Trouble Conditions Help, as well as from the Manage Devices section of the Alarm.com app and GoSafer Security customer portal (powered by Alarm.com).

PlatformApp + Web
Content typeTroubleshooting
Source last updated2025-06-04

Procedure

Step-by-step guide: Screenshots and videos are placed with the instruction they illustrate.

The Z-Wave Troubleshooting Wizard provides users with step-by-step resolutions for a host of supported devices, including lights, thermostats, water devices, and more. The wizard is accessible through both Trouble Conditions Help, as well as from the Manage Devices section of the Alarm.com app and GoSafer Security customer portal (powered by Alarm.com).

Common Z-Wave device issues may include: 

  • Low battery alerts
  • Device range and network issues
  • Device tamper alerts
  • Device malfunctions

Note: This feature is not available for Z-Wave devices in sleep mode (i.e., a temperature sensor, etc.).

Access the Z-Wave Troubleshooting Wizard

The wizard can be accessed from both the Alarm.com app and GoSafer Security customer portal (powered by Alarm.com).

Expand all

To access the Z-Wave Troubleshooting Wizard using the Alarm.com app:Icn Chevron Up

To access the wizard from the Trouble Condition alert on the Alarm.com app:

  1. Log in to the Alarm.com app.
  2. Tap Detailson the Trouble Condition alert.


     
  3. Tap Fix It.
  4. Verify the device is connected to power and turned on. 
  5. If the device is powered on, tap Get Started. If the device will not power on, tap My Device Won't Turn On.

    Z Wave Troubleshooting Intro Mobile App
    Z Wave Troubleshooting Intro Mobile App

     
  6. The wizard will evaluate the device, troubleshoot or advise the next necessary steps.
     
    Caution: Do not interact with the devices while troubleshooting is in progress.

To access the wizard from the Manage Devices page on the Alarm.com app:

  1. Log in to the Alarm.com app.
  2. Tap Menu.
  3. Tap Manage Devices.
  4. Tap More options on the desired device.
  5. Tap Troubleshoot.
  6. Verify the device is connected to power and turned on.
  7. If the device is powered on, tap Get Started. If the device will not power on, tap My Device Won't Turn On.

    Z Wave Troubleshooting Intro Mobile App
    Z Wave Troubleshooting Intro Mobile App


     
  8. The wizard will evaluate the device, troubleshoot or advise the next necessary steps.
     
    Caution: Do not interact with the devices while troubleshooting is in progress. 

To access the Z-Wave Troubleshooting Wizard using the GoSafer Security customer portal (powered by Alarm.com):Icn Chevron Up

To access the wizard from the Trouble Condition alert on the GoSafer Security customer portal (powered by Alarm.com):

  1. Log in to the GoSafer Security customer portal (powered by Alarm.com).
  2. Click Fix It on the Trouble Condition alert.


     
  3. Verify the device is connected to power and turned on. 
  4. If the device is powered on, click Get Started. If the device will not power on, click My Device Won't Turn On.

    Z Wave Troubleshooting Intro Desktop
    Z Wave Troubleshooting Intro Desktop

     
  5. The wizard will evaluate the device, troubleshoot, or advise the next necessary steps.

To access the wizard from the Manage Devices page on the GoSafer Security customer portal (powered by Alarm.com):

  1. Log in to the GoSafer Security customer portal (powered by Alarm.com).
  2. Click Settings.
  3. Click Manage Devices.
  4. Click More options on the desired device.
  5. Click Troubleshoot. 
  6. Verify the device is connected to power and turned on. 
  7. If the device is powered on, click Get Started. If the device will not power on, click My Device Won't Turn On.

    Z Wave Troubleshooting Intro Desktop
    Z Wave Troubleshooting Intro Desktop
  8. The wizard will evaluate the device, troubleshoot, or advise the next necessary steps.
    Caution: Do not interact with the devices while troubleshooting is in progress. 

Source and support

For GoSafer Security assistance, visit gosafersecurity.com.

Original Alarm.com reference: https://answers.alarm.com/Customer/Website_and_App/System_Management/System_Usage/Z-Wave_Troubleshooting_Wizard

Always verify safety, installation, compatibility, and current UI details against the original manufacturer documentation before operational use.

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