How to Fix an Offline Vivint Garage Door Controller

Authored by: Support.com Tech Pro Team

1. Introduction

A couple of issues can cause your garage door controller to lose the connection to the Vivint panel. While the controller is offline, you won't be able to open or close the door with the panel. The app will not work either while the smart device isn't connected to the network.

You can avoid frustration and guesswork in fixing problems like this with the proper guide. Before you call in help or reboot the panel, try the steps in this Guided Path.

In this troubleshooting article, learn how to check and restore power to the controller's electrical outlet. Then, refresh the Z-Wave Mesh network connection via the panel to get the garage door controller back online. Let's get started!

Tools You'll Need:

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Before You Begin:

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2. Make sure your garage door controller has power

1. Locate the garage door controller.
   

1. Make sure the controller is plugged into a working electrical outlet. You can test another electric device, such as the garage door opener, with the same power outlet. Press the garage door wall button to see if the outlet is working.
   

1. If the outlet has no power, try restoring it.

3. Refresh your garage door opener connection

Disarm your system

Disarm from the panel

1. From the home screen, tap and hold the Shield icon.
   

1. Drag down to disarm your home.
   

1. Enter your 4-Digit PIN to disarm.
   

1. The system is now disarmed.
   

Disarm from the app

1. Launch the Vivint Smart Home app.
   

1. Press the Shield icon in the middle of the screen and drag down.
   

1. The system is now disarmed.

Open general settings

1. Tap the Home button on the panel to bring up the home screen.
   

1. From the home screen, tap the menu icon in the navigation bar.
   

1. Tap General under Smart Home Settings.
   

1. Enter your 4-Digit PIN to access general settings.
   

Refresh the Z-Wave network

1. Tap Connectivity.
   

1. Tap Z-Wave to open Z-Wave settings.
   

1. Tap Refresh Z-Wave network. This checks which Z-Wave enabled devices are connected and communicating. Then it optimizes the communications path. This takes around 3 minutes.
   

1. Tap Yes to confirm.

4. How to reboot your panel

Disarm your system

Disarm from the panel

1. From the home screen, tap and hold the Shield icon.
   

1. Drag down to disarm your home.
   

1. Enter your 4-Digit PIN to disarm.
   

1. The system is now disarmed.
   

Disarm from the app

1. Launch the Vivint Smart Home app.
   

1. Press the Shield icon in the middle of the screen and drag down.
   

1. The system is now disarmed.

Open panel settings

1. Tap the Home button on the panel to bring up the home screen.
   

1. From the home screen, tap the menu icon in the navigation bar.
   

1. Tap Devices under Smart Home Settings.
   

1. Enter your 4-Digit PIN to access devices.
   

Reboot the panel

1. Tap Displays for a list of your Vivint panels.
   

1. Tap to select your panel.
   

1. Tap Reboot to restart the panel.
   

1. Tap Yes if you are sure you want to reboot. It can take around 10-20 minutes to reboot. During this time, you will be unable to access your Vivint system.
   

5. If your controller still shows it's offline

If you have tried the troubleshooting steps and the garage door opener is still not connected to Z-Wave, contact Vivint support for more help.

6. Restore power to the outlet

If the outlet doesn't have power, it is easy to assume the worst. It's true that some electrical problems are best left for an electrician. However, there are some simple steps you can take first to get power back on. After restoring power, check the panel to see if the camera is back online.

Check for a switch controlling the outlet

If your outlet is set up so that it can be controlled by flipping a switch on and off, make sure the switch is in the ON position.

Check for GFCI outlet

A GFCI (ground-fault circuit interrupter) outlet protects against deadly electrical shocks by tripping off power in certain circumstances. If your device is plugged into a GFCI outlet, press the RESET button to make sure it isn't tripped.

Check the circuit breaker box

Circuit breakers interrupt power to a circuit when the electrical current flow is above safe levels. Go to the electrical panel, locate the tripped breaker and reset it. To reset it, move the switch to the OFF position and then turn it back to the ON position. Power should now be restored.

7. If the outlet still does not have power

If the outlet still doesn't have power or it continues to trip, contact a qualified electrician. A professional will be able to resolve the underlying issue and get the power back online to that circuit.