If a smart plug is showing as offline in the Tahoma by Somfy or Tahoma pro app, please check the following:
Confirm that the smart plug is operational and has power by pressing the button on the side of the plug. An audible click should be heard, and the LED should turn green.
Confirm that all Zigbee routers between the smart plug and the Tahoma Switch are online. This includes other smart plugs and wired motors.
Confirm that all Zigbee routers between the smart plug and Tahoma Switch are within 23’ of each other.
If any Zigbee routers were moved or power cycled and the smart plug did not come back online, power cycle the Tahoma Switch by unplugging it for 10 seconds, then plugging it back in. That Tahoma Switch is back online when the LED on the bottom is solid white.
If the smart plug is still not online, delete the smart plug from the system using the Tahoma Pro app.
Proceed to follow the instructions in the Tahoma Pro app to configure the motor and add it back to the system
For additional support:
Email: motorization.support@springswindowfashions.com, responses could take up to 24 hours
Customer Service Team: 1-800-221-6352
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