# 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).

<table id="bkmrk-platformapp-%2B-web-co"> <tbody> <tr><th>Platform</th><td>App + Web</td></tr> <tr><th>Content type</th><td>Troubleshooting</td></tr> <tr><th>Source last updated</th><td>2025-06-04</td></tr> </tbody></table>

## Procedure

<div class="gosafer-inline-media">**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).

<div><span></span>### **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.).

</div><div><span></span>### **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).

<div>Expand all</div><div><div><span></span>### To access the Z-Wave Troubleshooting Wizard using the Alarm.com app:<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Up</span>

<div><div><span></span>### **To access the wizard from the Trouble Condition alert on the Alarm.com app:**

1. Log in to the Alarm.com app.
2. Tap ****<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Details</span>****on 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**.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![Z Wave Troubleshooting Intro Mobile App](https://answers.alarm.com/@api/deki/files/24054/Z-Wave_Troubleshooting_Intro_Mobile_App_Cropped.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">Z Wave Troubleshooting Intro Mobile App</figcaption></figure>
6. The wizard will evaluate the device, troubleshoot or advise the next necessary steps.  
    <div>**Caution**: Do not interact with the devices while troubleshooting is in progress.</div>

</div><div><span></span>### **To access the wizard from the *Manage Devices* page on the Alarm.com app:**

1. Log in to the Alarm.com app.
2. Tap <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Menu</span>.
3. Tap **Manage Devices**.
4. Tap <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">More options</span> 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**.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![Z Wave Troubleshooting Intro Mobile App](https://answers.alarm.com/@api/deki/files/24054/Z-Wave_Troubleshooting_Intro_Mobile_App_Cropped.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">Z Wave Troubleshooting Intro Mobile App</figcaption></figure>  
       
     <span style="display:none;"> </span>
8. The wizard will evaluate the device, troubleshoot or advise the next necessary steps.  
    <div>**Caution**: Do not interact with the devices while troubleshooting is in progress. </div>

</div></div></div></div><div><div><span></span>### To access the Z-Wave Troubleshooting Wizard using the GoSafer Security customer portal (powered by Alarm.com):<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Up</span>

<div><div><span></span>### **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**.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![Z Wave Troubleshooting Intro Desktop](https://answers.alarm.com/@api/deki/files/24053/Z-Wave_Troubleshooting_Intro_Desktop_Cropped.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">Z Wave Troubleshooting Intro Desktop</figcaption></figure>
5. The wizard will evaluate the device, troubleshoot, or advise the next necessary steps.

</div><div><span></span>### **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 <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">More options</span> 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**.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![Z Wave Troubleshooting Intro Desktop](https://answers.alarm.com/@api/deki/files/24053/Z-Wave_Troubleshooting_Intro_Desktop_Cropped.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">Z Wave Troubleshooting Intro Desktop</figcaption></figure>
8. The wizard will evaluate the device, troubleshoot, or advise the next necessary steps. <div>**Caution**: Do not interact with the devices while troubleshooting is in progress. </div>

</div></div></div></div></div></div>## Source and support

For GoSafer Security assistance, visit [gosafersecurity.com](https://gosafersecurity.com/).

Original Alarm.com reference: [https://answers.alarm.com/Customer/Website\_and\_App/System\_Management/System\_Usage/Z-Wave\_Troubleshooting\_Wizard](https://answers.alarm.com/Customer/Website_and_App/System_Management/System_Usage/Z-Wave_Troubleshooting_Wizard)

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