# Zigbee network failure **URL:** \ **Category:** Questions & Help\ **Created:** [September 29, 2021, 6:50pm UTC](https://community.homey.app/t/zigbee-network-failure/52411 "2021-09-29T18:50:31Z")\ **Posts on this page:** 11\ **Page:** 1
**Author:** ![Wolter](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/wolter/32/15775_2.png) [@Wolter](https://community.homey.app/u/Wolter)\ **Post date:** [September 29, 2021, 6:50pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/1 "2021-09-29T18:50:31Z")
Hi all, I’ve been using Homey pro (early 2019 model) for 2 years now. Suddenly I have problems with the Zigbee network. This problem occured overnight, while I was working abroad so my wife became angry 🙂 Anyhow, all Zigbee devices are unresponsive. I tried the following without succes: 1. Reset Zigbee network. This gives an error message. 2. Restart Homey, tried this multiple times. 3. Recover Homey with backup. Gives an error during installation process. 4. Reset to factory settings (fresh install). Homey indicated that Zigbee network cannot be started. 5. PtP method multiple times → no success 6. Other adapter with \> 2A What is going on here??? Warranty expired just 2 weeks ago… This is very frustrating. Are there any other options to try fixing this? Thanks! ---
**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\ **Post date:** [September 29, 2021, 8:10pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/2 "2021-09-29T20:10:55Z")
If [this](https://support.athom.com/hc/en-us/articles/360024602314-How-to-factory-reset-Homey) does not solve it `-->` [support@athom.com](mailto:support@athom.com) ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [September 30, 2021, 6:52am UTC](https://community.homey.app/t/zigbee-network-failure/52411/3 "2021-09-30T06:52:32Z")
> [@Wolter](#): > > “This gives an error message.” > “Gives an error during installation process.” It would be useful to share those errors with the rest of us. ---
**Author:** ![Thunder](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/thunder/32/31836_2.png) [@Thunder](https://community.homey.app/u/Thunder)\ **Post date:** [September 30, 2021, 11:54am UTC](https://community.homey.app/t/zigbee-network-failure/52411/5 "2021-09-30T11:54:59Z")
This trick solved the problem for me and other people: Hold your Homey upside down for 1 minute to enter recovery mode. When Homey enters the recovery, please go to [setup.athom.com](http://setup.athom.com) with a laptop or desktop. Select your preferred language, Press the ALT (Option on Mac) button to make continue in browser visible and click “continue in browser”, shown in grey. While entering your WiFi information hold your ALT/Option button and keep holding it until you get the “Download full update” option. When this process is done, please press the button “keep your data”, and let Homey finish the setup process. Hope this solves it for you too ---
**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\ **Post date:** [September 30, 2021, 3:01pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/6 "2021-09-30T15:01:44Z")
I already pointed that out​😉 > [@Peter\_Kawa](#): > > If [this](https://support.athom.com/hc/en-us/articles/360024602314-How-to-factory-reset-Homey) does not solve it ---
**Author:** ![Wolter](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/wolter/32/15775_2.png) [@Wolter](https://community.homey.app/u/Wolter)\ **Post date:** [September 30, 2021, 5:49pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/7 "2021-09-30T17:49:13Z")
Thanks for your help! Just received a mail from Athom, they adviced to solve it this way too. First I wasn’t able to connect my (recently bought) Windows laptop to the wifi of HomeySetup. I tried the same with my old laptop and this worked, apparently my new laptop does not support older wifi technology. Nevertheless, after ca. 30 min. the Zigbee network worked again! ![96144](https://us1.discourse-cdn.com/flex025/uploads/athom/original/3X/c/3/c3be598e18888544f85299e40d032a5bc0de689a.jpeg) ---
**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\ **Post date:** [September 30, 2021, 5:55pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/8 "2021-09-30T17:55:30Z")
Nice to hear. Maybe you’d connect your new laptop to 2,4GHz next time. Athom’s not very clear about Homey’s 2,4GHz WiFi adapter quirks, in combination with “modern” dualmode/mesh WiFi networks. And it’s not consistent. Some report no issues using dualband during setup. ---
**Author:** ![Thunder](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/thunder/32/31836_2.png) [@Thunder](https://community.homey.app/u/Thunder)\ **Post date:** [October 1, 2021, 9:23am UTC](https://community.homey.app/t/zigbee-network-failure/52411/9 "2021-10-01T09:23:03Z")
Your solution: “Choose deleting all data (for a factory reset).” My solution: “When this process is done, please press the button “keep your data”, and let Homey finish the setup process.” To me it seems the difference is to keep or not keep the data. ---
**Author:** ![Keith\_Jacobsen](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/keith_jacobsen/32/30512_2.png) [@Keith\_Jacobsen](https://community.homey.app/u/Keith_Jacobsen)\ **Post date:** [July 7, 2022, 3:25pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/10 "2022-07-07T15:25:45Z")
Had the same problem as Wolter (Angry wife 🙂 ) and tried the above procedure from my Windows 10 PC. After entering WIFI-information (and holding ALT-key), I never got further. NEXT-button was grey. Tried same procedure from iPad in standard browser … and it worked !!! Thanks for the tip. Wife is happy again. ---
**Author:** ![Qwiek](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/qwiek/32/46555_2.png) [@Qwiek](https://community.homey.app/u/Qwiek)\ **Post date:** [November 28, 2022, 1:58pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/11 "2022-11-28T13:58:25Z")
Hmm tried mac device, windows 11 laptop and an iPad… all 3 didn’t work. I still have an older iPad laying around, but no means to “alt/option” click. Any tips or can I also use the app and recover? (I do have a back-up subscription) ---
**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\ **Post date:** [November 28, 2022, 2:59pm UTC](https://community.homey.app/t/zigbee-network-failure/52411/12 "2022-11-28T14:59:00Z")
It all can be done with the mobile app nowadays. So no hussle with the ‘alt’ buttons anymore. > [@\[HowTo\]\[Pro\] Restarting Homey Pro to Recovery Mode - Adv. Options From Mobile](https://community.homey.app/t/howto-pro-restarting-homey-pro-to-recovery-mode-adv-options-from-mobile/61222): > > This option is only for Homey (Pro) models “Early 2016”, “Early 2018” and “Early 2019” so Only the White Ball’s Sometimes you need the extra options, things hidden for normal use, for example: Full Firmware download Complete Reset to sell your old Homey Or maybe you just want to change Homey’s WiFi. There are now a couple of extra options in the mobile Apps, so no need to use an FireFox or Chome Browser with flags enabled to press the Alt- key on your keyboard. Just use your App from no…