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Standalone Bridge Connection Troubleshooting

  • Updated

Standalone Bridge Connection Troubleshooting

 

NOTE:
This article applies only to standalone bridge models BR100 and BR200.

 

BR100 bridges are black with either a Schlage® or Nexia® logo.
BR100-sidebyside.JPG

BR200 bridges are white with a Nexia logo.
BR200-panel.JPG

 

 

General Troubleshooting Procedures

NOTE: Troubleshooting is easier if your computer is in the same room as your router & bridge. 
  1. Is there a 9v Battery in the bridge? 
    • If YES: please remove the 9v battery until issues are resolved.
  2. 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.) 
    • 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 American Standard® Home
      Solid Green Connected to American Standard Home
      Slow Flash (4x or more) Connection to American Standard Home closed, attempting reconnection
      Fast Flash 2x American Standard 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

  1. Is the power connected?
    • BR100: Solid blue LED | BR200: Green power LED
      • If ON: Continue 
      • 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.

  2. Does the bridge power on and work properly with a different power adapter

    • YES: Contact American Standard 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 American Standard Home Customer Support to replace the bridge and/or adapter.

 

 

Internet Setup Troubleshooting

  1. Is the device connected to the internet?

  2. Can you open a web page from a computer or phone connected to the same local network?

  3. 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.
  4. 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.
    • 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.

  5. Power cycle all network equipment (power down all devices).  Power them back up in the following order:

    1. Modem 
    2. Router
    3. Switch or Hub (if any)
    4. 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.)
    • Did power cycling equipment resolve the issue? 
      • YES: (Resolved) 
      • NO: Try another Ethernet cable. Does this resolve the issue? 
        • YES: Ethernet cable failure identified. (Resolved)
        • NO: Contact American Standard Home Customer Support.

 

 

Internet Connection or IP Address Troubleshooting

  1. 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.

  2. Power cycle all network equipment (power down all devices).  Power them back up in the following order:

    1. Modem 
    2. Router
    3. Switch or Hub (if any)
    4. 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.)
    • Did power cycling equipment resolve the issue? 
      • YES: (Resolved) 
      • NO: Try another Ethernet cable. Does this resolve the issue? 
        • YES: Ethernet cable failure identified. (Resolved)
        • NO: Continue.
  3. 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 American Standard 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 American Standard Home Customer Support for further assistance if needed.

 

 

American Standard Home Account Connectivity Troubleshooting 

  1. Indications the American Standard 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.
  2. Is this an existing bridge with devices already configured or is this a new bridge with no previous device configuration?
    • Existing bridge with devices configured:

      • Power cycle all network equipment (power down all devices).  Power them back up in the following order:

        1. Modem 
        2. Router
        3. Switch or Hub (if any)
        4. 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.)
    • 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.
      1. 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.
      2. Re-enroll the bridge 
        1. Disconnect the bridge from AC Power and Ethernet 
        2. Enter the bridge's MAC ID on the American Standard 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. 
        3. Press Start in the portal and it will display the message "Activating Nexia Home Bridge." 
        4. Connect the bridge to AC Power and Ethernet within 4 minutes. 
        5. The bridge should enroll after a short power-on delay.
      3. Did resetting and re-enrolling resolve the issue?
            • 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 details.
            • NO: (Light still flashing 3 or more times)  Contact American Standard Home Customer Support.




If you have any questions or need assistance, please contact American Standard Home Customer Support via email at help@asairhome.com or call 1-877-374-0697, Monday-Friday 9 AM – 8 PM ET, and Saturday 10 AM – 5 PM ET.

 

 

 

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