Identify the hardware
Record the exact model, variant, fitted radio modules and connection in use.
- Check the order title and configuration
- Identify Ethernet, PoE, USB and any extensions
- Check the power indicator before changing anything
Support / Help
Help with your installation
Useful checks before changing a coordinator, hub or smart-home network.
Choose one service
A Zigbee coordinator must only be controlled by one service at a time.
- Choose Zigbee2MQTT or ZHA before pairing
- Keep the device network address and port
- Do not start two integrations on the same coordinator
Diagnose in order
Start with the local network, then the software, then the radio devices.
- Open the interface from the same local network
- Test with a powered device near the coordinator
- Keep the complete error message before asking for help
Before contacting us
Information that speeds up diagnosis
A complete request avoids unnecessary exchanges and gives us enough context to help.
- Exact model and order number
- IP address or connection mode
- Software and version: Home Assistant, Zigbee2MQTT, ZHA or another service
- Error screenshot and wiring photo when useful
Does your case not match this guide?
Email the details above to support for an initial review.