Decora Smart® Devices are Showing as Disconnected in the My Leviton App

Decora Smart Wi-Fi devices rely on your internet connection and the cloud to provide app control.  Even when a device is not communicating it still can be controlled manually.  If you have recently experienced an internet outage the issue will likely resolve itself automatically.  If the issue does not resolve itself, please check for firmware updates and if any devices are in need of a firmware update, please complete the update once reconnected.

If the device is showing as "not connected", please review the following:

Devices

Methods to clear a device that has not reconnected

If you see Decora Smart Devices show as disconnected in the My Leviton app, here are some steps you can take to solve the issue:

  • Turn the light on/off by pressing the rocker/button on the Decora Smart device, and check your app to see if the status changes.
  • If pressing the rocker on/off does not resolve the issue please try to reboot the device.  Simply press and hold the up rocker/button for 3 to 5 seconds and then release.  This reboots the device and runs a diagnostic mode.  Watch the LED at the bottom and take note of the color pattern that flashes after you release the button.  After a minute, check your app to see if the device has come back online.
  • If none of these steps help, or the issue is persistent, please contact support at DSSupport@leviton.com. 
    • When contacting technical services  it would be helpful to have the following information available: Device model number, serial number, firmware version, app version, diagnostic output, brand and model of your wireless router, and a description of the issue 

Decora Smart Wi-Fi Devices go Offline and Back Online Periodically

Make sure that your Decora Smart devices are running the latest firmware available.  If you are experiencing disconnects, here are some troubleshooting steps we have found to be effective in improving stability:

  • Make sure all your Decora Smart Wi-Fi devices are on the latest firmware by checking the System Updates section of the app Checking and Updating Firmware on Decora Smart Wi-Fi Devices
  • Try to find out if there are any updates available for your Wi-Fi router or system and apply them.
  • Check with another device how strong your Wi-Fi signal is at the location of the Decora Smart Wi-Fi device.  Too weak of a signal can cause connectivity problems.  If you are using one of our plugins, try moving it closer to the Wi-Fi router to test if the problem goes away.
  • If your router has 2.4GHz and 5GHz Wi-Fi signals on the same network name, splitting these into two different Wi-Fi Network Names (SSID), or disabling 5GHz can prove helpful.
  • If your router has a "Band Steering" or "Node Steering" advanced feature enabled, turning this off has been shown to increase general stability of Decora Smart Wi-Fi device.
  • If none of these steps help, or the issue is persistent, please contact support at DSSupport@leviton.com. 
    • When contacting technical services  it would be helpful to have the following information available: Device model number, serial number, firmware version, app version, diagnostic output, brand and model of your wireless router, and a description of the issue  

Alexa or Google Assistant Says a Decora Smart Device is Offline

  • Prior to troubleshooting an Alexa or Google Assistant connection please make certain your device correctly connects to the My Leviton app.  See the steps outlined in "Methods to clear a device that has not reconnected" above.
  • With the My Leviton App working, ask Alexa or Google Assistant to "Discover Devices" and try your command again after it completes the process.
  • If a discovery does not find your device try to control the device from the Alexa or Google app
  • If you are not able to see your device in the Alexa or Google app or are unable to control the device, try to Re-link your My Leviton account to Alexa/Google account.

  • If none of these steps help, or the issue is persistent, please contact support at DSSupport@leviton.com. 
    • When contacting technical services  it would be helpful to have the following information available: Device model number, serial number, firmware version, app version, diagnostic output, brand and model of your wireless router, and a description of the issue