Most DOOR Power Switch problems come down to a missing neutral wire, the fixture load, the DOOR Hub being offline, or a 3-way pairing issue. A useful distinction: the switch controls the fixture over wired terminals, so the wall button works even when the app can't reach it; "I can't control it in the app" usually points to the Hub.
Symptom
The switch is unresponsive at the wall, the fixture won't turn on or off, the Power Switch shows Offline in the DOOR App, or two-location (3-way) control isn't behaving correctly.
Quick fix
- Nothing happens at the switch? Confirm the breaker is on. If it still doesn't power on (no status LED), the neutral wire may not be connected — the Power Switch needs a neutral.
- Works at the wall but not in the app? Check the DOOR Hub — if it's offline, the wall switch keeps working but you lose app control.
- Fixture won't switch? Confirm the load is within limits (≤ 600 W resistive, 5 A) and the Live/Load terminations are correct.
Possible root causes
- No neutral wire — the Power Switch can't power itself without a neutral and won't operate.
- Over-load — a fixture above 600 W resistive (or 5 A) is outside the switch's rating.
- Wiring error — Live and Load swapped or a loose termination keeps the fixture from switching.
- Hub offline — the wall switch works, but the app shows Offline and remote/scheduled actions don't apply.
- 3-way pairing issue — two switches that aren't paired can turn the fixture on from either switch but off only from the one that turned it on.
Step-by-step diagnosis
- No power at the switch → confirm the breaker is on; then (power off at the breaker) verify the neutral wire is connected to the Neutral terminal. Restore power; the status LED should light (red off / green on).
- Fixture won't switch → recheck the Live and Load terminations against the wiring table, and confirm the load is within limits.
- Offline in the app → check the Hub (see DOOR Hub troubleshooting). Use the wall switch meanwhile.
- 3-way oddities (fixture turns on from either switch but off only from one) → the two switches aren't paired; redo Control-D2D pairing per 3-Way Switch Configuration for DOOR Dimmer & Power Switch.
- State changed after a power blip → the Power Switch restores its last state by design; toggle it to the state you want.
When to escalate
Contact support@door.com (or a licensed electrician for wiring) if:
- The switch has no power after the breaker and neutral connection are both confirmed.
- The fixture won't switch after the wiring and load are verified.
- The Power Switch repeatedly drops offline while the Hub is confirmed online.
- 3-way control won't work after re-running Control-D2D pairing.
Include the property name, the Unit, the Power Switch serial number, the fixture type and wattage, and whether it's part of a 3-way setup.
Related articles
- DOOR Power Switch operation
- DOOR Power Switch overview
- Installing DOOR Power Switch
- 3-Way Switch Configuration for DOOR Dimmer & Power Switch
- DOOR Hub troubleshooting