I’ve been trying to get help on a ZWave failure on my C8-Pro. Things started off ok, I opened the ZenDesk ticket, then created a thread here, and then @bobbyD started a private message… and now the private message has been dead for 30 days.
I feel like with a subscription, I’m actually paying for support from the company, I feel like with the data I’m seeing from the device ZWave radios may be failed and may require a hardware replacement…
I love my hub, I just wished that the ZWave devices I bought worked, and I wished the company would support their products, esp. for customers that pay their subscription fee.
They way I read Bobby's last post in your prior thread is that they were looking into the cause, but didn't know what it was. He actually said they think it is a software and not a hardware issue.
While I can't disclose exactly what, we are what I would describe as midway through a Beta test cycle right now, so there should be a new release within a couple weeks or so. (no promises, I don't know internal timelines) I know that isn't what you want to hear, and I get your frustration. This is my opinion only, but there are some things we are testing that seem like (to me) they would help what you are experiencing.
That said, you might ask if you can Beta test, maybe the software changes we are testing would mitigate your issue, or point to a hardware failure if the software doesn't change the situation.
First of all, I want to sincerely apologize for not following up with you sooner. Looking back, I realize we left you waiting after our last update, and that's not the level of communication you should expect from us.
As previously mentioned, after reviewing your hub's diagnostic and engineering logs, our engineering team did not find any evidence of a hardware malfunction or any observable issues with the Z-Wave radio itself.
While that was good news in the sense that your hub appears to be functioning properly, I also understand it can be frustrating because it doesn't explain the behavior you've been experiencing.
At that point, we had brought our Z-Wave specialist into the conversation because we believed the next step would be gathering additional information to better understand what was happening in your particular environment.
Unfortunately, we dropped the ball by not keeping you updated after that, and for that I am truly sorry.
I appreciate the time you've already spent working with us and your patience throughout this process. We'll revisit your case with our engineering team and Z-Wave specialist so we can determine the best next steps and get back to you with an update as soon as possible.
Thank you again for your patience and understanding, and please accept my sincere apologies for the lack of follow-up.