Problems With Aeotec Smart Switch 6 (ZW096)

Unfortunately it seems like my honeymoon period with NEEO is over :-(

I have serious issues adding an Aeotec Smart Switch 6 (z-wave plus plug) to NEEO. It is listed as a supported device and can be added. When adding it seems to start the 'include device' process but after that I get many different issues including

1) It won't be found by NEEO

2) It is found by NEEO but hangs when including

3) After resetting the include (because it hung) I cannot re-include it as the NEEO app says it is already included, but it does not show up as a device.

4) Sometimes when doing the re-include I am told the process is already running

5) A couple of times I have got a missing public key message.

Can anybody tell me what the correct process for using this device is - because of course there is no documentation 

 

Thanks

Conrad

Reply
20replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Additionally - I have tried two different ZW096's and they both exhibit exactly the same behaviour.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Conrad Winchester Thank you for posting this, we really appreciate it and sorry to see that you're experiencing this. Can you please provide me with your NEEO hostname which can be found in the about section of the NEEO app. 

      Furthermore, can you please perform a complete reset on the Aeotec Smart Switch 6 (ZW096). You can use the manufactures manual for reference. After this, can you try to add it once more to NEEO?

      Thanks! 

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

        Conrad Winchester I also wanted to quickly ask if you have any other Z-wave devices that are already included with your NEEO? 

      Thanks! 

      Reply Like
  • Hi Conrad

    Conrad Winchester said:
    4) Sometimes when doing the re-include I am told the process is already running

    Would be great if you could keep an eye on this. If this happens again, it would be great to have a list of actions you have done before that it happened

    Conrad Winchester said:
    5) A couple of times I have got a missing public key message.

    I've filed an internal bug for this. If this should happen again, it's probably best to restart the NEEO app to really make sure that you get the new key.

    Reply Like 1
  • My host name is NEEO-08a9dcca

    I reset the plugs by holding in the action button until they reset.

    I reset the z-wave device in the brain.

    Even after this reset I find two unavailable devices in the z-wave section and they cannot be removed.

    I also found two devices in the device section which had to be forcefully excluded.

    After this i re-included the plug - it took a LONG time but I left it to finish. I now have a plug in the devices section. I made three different recipes foir the following commands

    1) Send "Binarysliderswith On/off" (on)

    2) Send "Binarysliderswith On/off" (off)

    3) Send "Set_basicswitch" (50)

    None of these have any effect on the plug, even though they apparently do something, no error is shown and nothing happens.

    Please help, these plugs were expensive and they are listed as supported.

     

    Why don't you provide better documentation?

    Reply Like
    • Conrad Winchester looks like there is something that went wrong during inclusion. Can you click on the device in the menu and choose delete, and then press the inclusion button again? And then once you got the exclude confirmation, include it again. How far away is the device from the Brain?

      More detailed: looks like not all capabilities got transfered/recognized and therefore we expose Basic commands. Not all devices react to those, that's why it doesn't do anything.

      Reply Like
    • Michael Kohler the plug is about 2m from the brain - i.e. very close. I can only force exclude it as the brain seem to think it is now not awake. 

      Reply Like
    • Michael Kohler I have two devices that are unavailable and completely undeletable - even after resetting the z-wave device

      Z-Wave Device (3F315453:5)

      Z-Wave Device (2) (D99C2C06:3)

      What does that mean?

      Reply Like
  • OH - I have no other z-wave devices included, this is my first time trying it out.

    Reply Like
  • When I try to get parameter 81 from the plug (RGB mode) the NEEO app tells me that

    "Could not get parameter. Please make sure the device is awake"

    It is turned on and the RGB is permanently green.

    Very disappointing

    Reply Like
  • So, after spending more hours than I feel is necessary to try and get this working, and also discovering that z-wave has been broken on this device for over a year, I am going to ask for a refund - how very disappointing that a product that promises so much fails to deliver on even the basic stuff, and seems to have very little support as well.

     

    Seriously the problems I reported this evening have been reported for over a year....

    Reply Like
  • Michael Kohler Jeff I can now tell you the following repeated problem where the supposedly supported z-wave plugs do not work with with NEEO.

    Steps:

    1) Go to add device on NEEO

    2) Type ZW096

    3) Select 'Aeotec ZW096 Smart Switch 6' when it appears

    4) Click 'Include device'

    5) Press action button on ZW096

    6) ZW096 LED flashes quickly for a few seconds then solid green for 2 then purple (this means it has connected)

    7) NEEO says it is including the device - it takes about 1-2 minutes to do this

    8) After inclusion NEEO app says it has included a 'z-wave device'

    9) Z-wave device is immediately added to the unavailable devices section of the Z-wave Advanced actions page, even though it is just where it was after being included, and it doe not respond to the brain itself.

    This happens exactly the same way with both of my ZW096 plugs, and so is obviously a problem with the brain and its flakey software.

     

    How was this device ever tested for compatibility? Are you going to remove it from the compatibility list, or are you going to fix it? Having a device listed as compatible when it clearly is not causes your users to waste money buying supposedly compatible equipment.

    You say NEEO is compatible with 60000 devices - how many of them fall into the actually not compatible variety?

    You can tell I am annoyed, but wasting my money on kit that is supposed to be compatible with this new remote is not something I want to do.

    FYI: model number of plug is: ZW096-C07 (868.42MHz)

    The Gen 5 model

    Reply Like
  • So, in a reply from NEEO customer service they say it is a shame that I am unable to make this work and that they know it is difficult  putting the plug into inclusion mode and getting it included with the brain.

    Well, excuse me! That is not my problem at all - the issue is that once it is included that it is completely incompatible even though it is listed as supported.

    How not to listen to your customer. Very sad...

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Conrad Winchester Hi Conrad! Sorry for the delayed response on my end. I am just getting back into the swing of things. 

      I got in touch with a team member in Switzerland and they have the same z-wave device. This is what he had to say:

      "I tried that one in the Bern office, worked for me
      So it has something to do with the inclusion parameters
      The inclusion shouldn't take that long, it took about 3 seconds for me
      Given the fact that it also is included as a basic device hints to an inclusion problem as well"

      We would like to see if you can reset the Z-wave controller and after you reset the Z-wave controller can you also perform a full reset on the NEEO Brain? I understand this might be a bit tedious as you will have to re-add your devices, but we would appreciate it if possible.

       

      Thanks!

      Reply Like
    • Jeff I have done both resets (annoying to reset the NEEO but I did it), and the results above are me including the device after that - before adding any other devices - repeatedly. Are you sure the bern office is testing the gen5 z-wave plus version?

      How do we debug this?

      Reply Like
    • Conrad Winchester affirmative, I've tested the A02 which is just different in terms of frequency. And this is not relevant for this here.

      Reply Like
    •   Michael Kohler Hmmm, I have worked in software engineering for 20 years. If I had two programs, A and B, which differed only in one thing.  If I had tested A and somebody told me that program B was not working I would never respond by saying that this one thing that is different would have no effect. I would immediately investigate whether or not this one thing that was different was actually the cause of the problem.

      The fact of the matter is that YOU HAVE NOT TESTED THE C07 MODEL and I am telling you that I have a problem with it. Very dissappointed. 

      Reply Like
  • So, we're just going to give up?

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Conrad Winchester Hi Conrad. I am coordinating with my team to confirm. I will have more information by Wednesday. 

      Thanks!

      Reply Like
  • Well, as there is no support for z-wave and the only advice is always to restet all,  the best advice is to give up, like all the others who tried to get z-wave working. I doubt that there is a developer for z-wave at all. 

    Of course you can use openhab or homey in combination with a Raspberry and your Neeo to get your z-wave working, but that is somehow like buying a Logitech remote in order to get your neeo working

    Reply Like 1
Like Follow