[09:14:08] Customer: Hi, my HomeLink Hub stopped controlling the kitchen lights this morning. The app says the hub is online, but every command times out.

[09:14:26] Support: Hi! I’m sorry you’re dealing with that. Are other devices connected to the hub still responding, such as locks, sensors, or thermostats?

[09:14:49] Customer: The thermostat works. The kitchen lights and two hallway switches don’t.

[09:15:07] Support: Thanks. That suggests the hub itself is connected, but the lighting network may need attention. Are those lights and switches Zigbee devices?

[09:15:20] Customer: Yes, they’re all BrightHome Zigbee switches.

[09:15:42] Support: Understood. In the HomeLink app, please open Settings > Networks > Zigbee. What status do you see?

[09:16:18] Customer: It says “Degraded” and shows 3 of 11 devices unavailable.

[09:16:38] Support: That matches the affected devices. Before we repair the network, did anything change recently—power outage, router replacement, or moving the hub?

[09:17:02] Customer: We had a short power outage overnight. The hub is plugged into a surge protector.

[09:17:20] Support: The outage may have disrupted the Zigbee mesh. Let’s restart the powered switches first. Please turn off the circuit for the affected lights at the breaker, wait 15 seconds, and turn it back on. Only do this if you’re comfortable identifying the correct breaker.

[09:18:51] Customer: Done. The physical switches work again, but the app still says unavailable.

[09:19:09] Support: Good—the switches have power. Now, in the Zigbee screen, tap “Repair Network.” Keep the hub powered and avoid switching the lights off during the repair. It may take two or three minutes.

[09:21:47] Customer: It finished. The hallway switches are back, but the kitchen lights are still unavailable.

[09:22:06] Support: We’ll refresh the kitchen switch’s connection. Please press its top paddle three times quickly. The indicator should blink blue, but don’t hold the paddle down, since that could factory-reset it.

[09:22:43] Customer: It blinked blue. The app now shows it as online.

[09:22:57] Support: Great. Please try turning the kitchen lights on from the app.

[09:23:12] Customer: That worked. The automation didn’t run this morning, though. Will it work tomorrow?

[09:23:31] Support: It should, now that the switch is reachable. To confirm, open Automations > Morning Kitchen and tap “Test.”

[09:24:05] Customer: The lights came on and dimmed to 40%, so it looks normal.

[09:24:18] Support: Perfect. The outage temporarily broke part of the Zigbee mesh, and the network repair plus reconnection restored those devices. No automation changes are needed.

[09:24:39] Customer: Is there anything I can do to prevent this?

[09:24:54] Support: Keeping the hub and your main router on a small battery backup can help during brief outages. Also, leave powered Zigbee repeaters, such as smart plugs and wired switches, connected so the mesh can rebuild quickly.

[09:25:16] Customer: Got it. Thanks for the help.

[09:25:24] Support: You’re welcome! I’m glad everything is responding again. I’ve documented the outage and recovery steps on case HL-482731. Have a great day!