Standalone Bridge Connection Troubleshooting
NOTE:
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General Troubleshooting Procedures
NOTE: Troubleshooting is easier if your computer is in the same room as your router & bridge. |
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Is there a 9v Battery in the bridge?
- If YES: please remove the 9v battery until issues are resolved.
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Is the bridge currently connected to AC Power and Ethernet?
- If NO: Connect the bridge to AC Power & Ethernet. (The bridge can take 30 seconds to reconnect or begin to blink.)
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If YES: Using the LED blink patterns listed below for your bridge model, identify the type of problem you are experiencing.
BR100
LIGHT
PATTERN
MEANING
Orange (Z-Wave™) Slow Blink Waiting for enrollment or exclusion to begin. Fast Blink Enrollment or exclusion is in progress. Solid At least one Z-Wave device enrolled or excluded. Flicker Z-Wave activity on the local network. Blue (Schlage) Solid The bridge is powered by AC. Slow Blink The bridge is powered by the battery. Green (Server) Off The Ethernet cable is disconnected. Solid Connected to the server. Flicker Information is being exchanged with the server. 2 Blinks Ethernet is connected but no Internet connection was found. 3 Blinks Ethernet is connected, and the Internet connection is present, but no connection to the server. Blue + Green + Orange Solid Low battery, if the bridge has a battery installed and is not using AC power. Off No power from AC or battery. Green + Orange Blinking together for 5 sec. Occurs during reset. After resetting, the orange light will continue to blink for 5 seconds. Ethernet lights Blinking or Solid The Internet is connected and there is network activity.
BR200
LIGHT
PATTERN
MEANING
Power Off Power OFF Solid Green after booting Power ON Flashing Factory Reset Internet Off Not connected Solid Green Connected Off (alternate) Transitioning between Ethernet and WiFi WiFi Off Not connected Solid Green Connected Off (alternate) Transitioning between Ethernet and WiFi Z-Wave Off No Z-Wave devices on the network Solid Green At least one Z-Wave device on the network Fast Flash 5x Successful Z-Wave operation Fast Flash 2x then pause Z-Wave traffic Fast Flash 20x then pause The Z-Wave network is busy, try again later Slow Flash 10x every 5 sec. No Z-Wave communication, contact Customer Support Continuous Slow Flash Add/Remove/Learn Mode Service Off Not connected to Trane® Home Solid Green Connected to Trane Home Slow Flash (4x or more) Connection to Trane Home closed, attempting reconnection Fast Flash 2x Trane Home activity Fast Flash 1x every 5 sec. No MAC ID, contact Customer Support Fast Flash 2x every 5 sec. No Z-Wave version, contact Customer Support Fast Flash 3x every 5 sec. DNS lookup failure, power cycle the router then the bridge to retry Fast Flash 4x every 5 sec. Allocation failure, power cycle the bridge to retry Fast Flash 5x every 5 sec. TCP/IP connection failure, power cycle the router then the bridge to retry Fast Flash 6x every 5 sec. Authentication failure, power cycle the bridge to retry Fast Flash 7x every 5 sec. Registration timeout, power cycle the bridge to retry Fast Flash 8x every 5 sec. Setup handshake failure, power cycle the bridge to retry
Bridge Power Troubleshooting
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Is the power connected?
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BR100: Solid blue LED | BR200: Green power LED
- If ON: Continue
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If OFF: Take the bridge and its power cable to another room and plug it into an outlet. Verify power is connected.
- YES: The issue is with the outlet (RESOLVED)
- NO: If you own a Schlage Indoor Camera (WCW100) try using the camera power adapter to power the bridge. It uses the same plug type with the same voltage as the bridge and will not harm the bridge to use it for troubleshooting.
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BR100: Solid blue LED | BR200: Green power LED
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Does the bridge power on and work properly with a different power adapter
- YES: Contact Trane Home Customer Support to order a replacement power adapter.
- NO, or if NO ALTERNATE ADAPTER IS AVAILABLE: If an alternate power adapter does not power the bridge or one is not available, contact Trane Home Customer Support to replace the bridge and/or adapter.
Internet Setup Troubleshooting
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Is the device connected to the internet?
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BR100: Solid green LED BR200: Solid green "Internet" LED
- YES: Continue.
- NO: Jump to Internet Connection or IP Address Troubleshooting.
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BR100: Solid green LED BR200: Solid green "Internet" LED
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Can you open a web page from a computer or phone connected to the same local network?
- YES: Continue.
- NO: Jump to Internet Connection or IP Address Troubleshooting.
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Verify that the Ethernet cable is firmly seated and clicks when it is plugged in. Try using the Ethernet cable in a different port on your router/switch/hub. Does this resolve the issue?
- YES: Ethernet port issue was identified on the router. (Resolved)
- NO: Continue.
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Do you have a commercial Internet firewall, or are there restrictive filters on your Internet Router? If so, check if ports 8879, 80, and 443 are open. If you are unsure how to check and modify these settings, please refer to the documentation for your router or firewall.
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If ports 8879, 80, and/or 443 are closed, please open them. Does this resolve the issue? Please refer to the router/firewall documentation if you are unsure how to do this.
- YES: Firewall/router setting issue identified. (Resolved)
- NO: Continue.
- If the ports are already open: Continue.
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If ports 8879, 80, and/or 443 are closed, please open them. Does this resolve the issue? Please refer to the router/firewall documentation if you are unsure how to do this.
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Power cycle all network equipment (power down all devices). Power them back up in the following order:
- Modem
- Router
- Switch or Hub (if any)
- Bridge (NOTE: The modem and router will take several minutes to come back online. The bridge should not be powered back on until the modem and router are online and stable.)
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Did power cycling equipment resolve the issue?
- YES: (Resolved)
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NO: Try another Ethernet cable. Does this resolve the issue?
- YES: Ethernet cable failure identified. (Resolved)
- NO: Contact Trane Home Customer Support.
Internet Connection or IP Address Troubleshooting
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Indications the bridge is not connected to the Internet:
NOTE - If your bridge is not in one of the following states, please return to General Troubleshooting Procedures and verify the light patterns to ensure you are performing the right steps.-
BR100: green LED flashing
- Flashes 2x every 5 seconds: Continue.
- Flashes 3x every 5 seconds: Jump to Trane Home Account Connectivity Troubleshooting.
- BR200: Internet LED is OFF - Continue.
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BR100: green LED flashing
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Power cycle all network equipment (power down all devices). Power them back up in the following order:
- Modem
- Router
- Switch or Hub (if any)
- Bridge (NOTE: The modem and router will take several minutes to come back online. The bridge should not be powered back on until the modem and router are online and stable.)
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Did power cycling equipment resolve the issue?
- YES: (Resolved)
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NO: Try another Ethernet cable. Does this resolve the issue?
- YES: Ethernet cable failure identified. (Resolved)
- NO: Continue.
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Confirm that DHCP is enabled and that MAC filtering is disabled on your router/modem.
- YES, DHCP, DNS, and MAC filtering settings are confirmed: Contact Trane Home Customer Support.
- NO: All routers have different ways to view and change their settings, and changing those settings can affect other devices in the home network. Check your manufacturer's documentation to confirm proper device configuration, and contact Trane Home Customer Support for further assistance if needed.
Trane Home Account Connectivity Troubleshooting
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Indications the Trane Home service account is not connected to the bridge:
NOTE - If your bridge is not in the following state, please return to General Troubleshooting Procedures and verify the light patterns to ensure you are performing the right steps.- BR100: Green LED flashes 3X every 5 seconds.
- BR200: Service LED flashes 6X every 5 seconds.
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Is this an existing bridge with devices already configured or is this a new bridge with no previous device configuration?
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Existing bridge with devices configured:
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Power cycle all network equipment (power down all devices). Power them back up in the following order:
- Modem
- Router
- Switch or Hub (if any)
- Bridge (NOTE: The modem and router will take several minutes to come back online. The bridge should not be powered back on until the modem and router are online and stable.)
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Did power cycling equipment resolve the issue?
- YES: (Resolved)
- NO: Check Internet connectivity and confirm settings using the steps found above in the sections Internet Setup Troubleshooting and Internet Connection or IP Address Troubleshooting.
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New bridge with no previous device configuration:
CAUTION
DO NOT proceed in this section unless you want to completely erase your bridge and Z-Wave device configuration. This will require you to manually re-add all of the devices, automations, and any other customizations after re-enrolling the bridge.
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Existing bridge with devices configured:
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Clear and reset the bridge
- Instructions for reset can be found here: Factory Reset of Standalone Bridge Devices.
- The bridge will clear all configuration information and reboot. At this point, it is the same as the (blank) factory configuration.
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Re-enroll the bridge
- Disconnect the bridge from AC Power and Ethernet
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Enter the bridge's MAC ID on the Trane Home web portal.
- BR100: the MAC ID is on a label inside the battery compartment.
- BR200: the MAC ID is on a label on the back of the bridge.
- Press Start in the portal and it will display the message "Activating Nexia Home Bridge."
- Connect the bridge to AC Power and Ethernet within 4 minutes.
- The bridge should enroll after a short power-on delay.
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Did resetting and re-enrolling resolve the issue?
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- YES: (Resolved) You can now add and manage your Z-Wave devices. If you previously had configured devices on the bridge, you will need to manually remove each device and re-enroll them. See Factory Reset of Standalone Bridge Devices for more detail.
- NO: (Light still flashing 3 or more times) Contact Trane Home Customer Support.
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Clear and reset the bridge
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If you have any questions or need assistance, please contact Trane Home Customer Support via email at help@tranehome.com or call 1-877-288-7707, Monday-Friday 9 AM – 8 PM ET, and Saturday 10 AM – 5 PM ET.
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