Athena Support

"Call to speak to a technical support representative (1-888-422-2985; Toll Free in USA, Canada, and Mexico). Please have the following information ready to provide-Place name (top left of this screen), alert description and model number, any troubleshooting steps you have already followed."

Explanation: The wireless device (keypad or sensor) is no longer communicating to the system. This could either be due to the device no longer within range, device has stopped working, or the battery failed.

Diagnose & Fix:

1. Locate the device
2. Press any button.
3. If a green LED on a pico or the orange LED on a sensor does not illuminate, first try replacing the battery.
4. If the LED does not illuminate after battery replacement, call Lutron for instructions to procure a new device and replace it in the system -
   www.lutron.com/device-replacement
5. If the LEDs illuminate, the device is likely out of range from the QSM or A-RF2. Device needs to be within 30ft of a QSM or A-RF2

Explanation: The wireless device (Athena Wireless Node enabled fixture, Ketra fixture, or Rania fixture) is no longer communicating to the system. This could either be due to the device no longer within range or the device has stopped working.

Diagnose & Fix:

1. Locate the device
2. Confirm the device is within 25ft of the nearest CCX device, and there is a path to the Q-RF or A-RF2 wireless processor to ensure communication distance are within spec
3. If possible, move the device near the wireless processor to confirm it can be controlled.
4. If no resolution, call Lutron support to help - www.lutron.com/alert-call-support
   

Explanation: This specific fixture's digital driver is reporting an internal error and needs to be serviced or replaced by the fixture manufacturer.

Diagnose:

1. Locate the device and confirm the fixture has power
2. This is most likely a driver failure in the fixture

Fix:

1. Locate the fixture manufacturer and request a new fixture
2. Contact LSCscheduling@lutron.com to schedule a technician once the fixture/driver is replaced for reprogramming. For connected systems, this can be done remotely without needing site access.

Explanation: This specific fixture is reporting an LED output error likely causing dimmed/no light output and needs to be serviced or replaced by the fixture manufacturer.

Diagnose:

1. Locate the device and confirm the fixture has power
2. This is most likely a LED failure in the fixture

Fix:

1. Locate the fixture manufacturer and contact them about a new fixture
2. Contact LSCscheduling@lutron.com to schedule a technician once the fixture/driver is replaced for reprogramming. For connected systems, this can be done remotely without needing site access.

Explanation: This specific fixture is not communicating to the dimming panel. The device is either malfunctioning or the voltage communication cable is disconnected or damaged.

Diagnose:

1. Locate the device and confirm the fixture has power
   
2. Is this problem for one, many, or all lights in an area?
   1. If just one, confirm cable terminations on the driver
   2. If many lights, this is likely a damaged cable partially through it's run
   3. If all lights, this is light a damaged cable closer to the controller

Fix:

1. Trace communication wire, ensuring the cable is not damaged and landed appropriately
2. Otherwise, scroll to the bottom of the page and request support. Please locate your system name and/or job number as well as saying you are diagnosing a Digital driver missing in action for [inset number of fixtures with this alert]. You have confirmed power.

Explanation: The Energi Savr Node (ESN) is reporting a load output error for a zone of lights. This likely resulted in an entire zone turned off and uncontrollable by controls in space.

Diagnose:

1. Please use this app note #803 for diagnostic information -
   https://assets.lutron.com/a/documents/048803.pdf.

Fix:

1. Depending on the cause, there could be a variety of solutions including power cycling, reducing load, etc.
2. Otherwise, scroll to the bottom of the page and request support. Please locate your system name and/or job number as well as saying you are diagnosing a ESN load error for [insert model number].

For internet connected systems, email LSCscheduling@lutron.com to schedule a time for our remote support team to assist in technical adjustments.

For disconnected systems, email LSCscheduling@lutron to schedule a time for one of our field technicians to visit your space and assist in technical adjustments.

Visit Lutron's website to reach out to your local Lutron representative for support.

Explanation: The Lutron processor is unable to communicate with the device. This could be due to one of 3 reasons.

1. The device is malfunctioning.
2. The low voltage communication cable has been disconnected or damaged.
3. line-voltage has been removed from the device and it is powered down.

Diagnose:

1. Locate the device
   1. The different panel options are listed here Athena System Architecture & Controls | Lutron
2. Confirm device is powered on
   1. The device should have LEDs on/flashing to indicate power.
   2. If there is no power, this is the source of your problem, please provide power to the device.

Fix:

1. If the device is powered on, then scroll to the bottom of the page and request support. Please locate your system name and/or job number as well as saying you are diagnosing a QS device nor responding for [inset model number]. You have confirmed power, but the LEDs are displaying [describe behavior].

Explanation: Your Lutron system leverages battery powered wall controls or sensors. The likely cause of this alert is your battery is about to reach its end of life, and it is recommended to replace the battery before that happens.
For more information on the life expectancy of Lutron's battery-powered devices, reference this technical report -
https://assets.lutron.com/a/documents/3672437_battery_lifetime_whitepaper.pdf.

Diagnose & Fix:

1. A Lutron wireless device is nearing or at end of its battery life and should be replaced
2. Determine the correct battery that you need?
3. Locate the device
4. Using the installation instructions, replace the battery

Device Options:

1. Pico Control (model number PJ*) - CR2032
   • Athena System Architecture & Controls | Lutron
2. Occupancy/Vacancy Sensor (model number LRF2-O* & LRF2-V*)-CR123
   • Athena System Architecture & Controls | Lutron
     
   • Athena System Architecture & Controls | Lutron
3. Daylight Sensor (model number LRF2-D*)-CR2450
   • Athena System Architecture & Controls | Lutron
4. Model numbers will vary with regions outside of North America

Explanation: The Lutron processor is unable to communicate with the device. This could be due to one of 3 reasons.

1. The device is mal functioning.
2. The low voltage communication cable has been disconnected or damaged.
3. Line-voltage has been removed from the upstream device that is powering this device and this device is powered down.

Diagnose:

1. Locate the device
   1. The device could be many different devices. Many options are listed here - Athena System Architecture & Controls | Lutron
2. Confirm device is powered on
   1. If there is no power, this is the source of your problem, please provide power to the device
3. If the LEDs are cycling quickly in order, there is a communications issue.

Fix:

1. There is likely a loose low voltage QS connection or a damaged cable. You can trace the cable, confirm connections, to find the root cause.
2. Otherwise, scroll to the bottom of the page and request support. Please locate your system name and/or job number as well as saying you are diagnosing a QS device nor responding for [inset model number]. You have confirmed power, but the LEDs are displaying [describe behavior].

Explanation: Lutron Connect cloud services are not able to communicate with the processor on your site. This will be impacting alerting, energy and occupancy data gathering, control via software, remote support and other cloud services. If the processor is disconnected from the internet, this will not impact day to day functionality of the system. This could be indicative of a powered down processor or a faulty device. If this is true, this would have an impact on wall controls, sensing, and scheduled events, and it should be addressed immediately.

Diagnose:

1. Locate the device
   1. Q-RF and A-RF2 (wireless processors) are likely installed on a ceiling
   2. All others (QP6, QP5, QP-1L, and QP-2L) are electrical panels or will be located inside of a panel
   3. The different processor options are listed here - Athena System Architecture & Controls | Lutron
2. Confirm device is powered on
   1. The processor should have LEDs on/flashing to indicate power. The wireless processors will only flash once per minute.
   2. If there is no power, this is the source of your problem, please provide power to the device.
3. If powered on, what is the LED doing?
   1. Blinking yellow-There is a network issue between the processor and the internet.
   2. Something else-There is some other problem that will need Lutron support.

Fix:

1. If blinking yellow, note the MAC address and send an email to your IT administrator requesting internet access. Also provide www.lutron.com/athenaitguide to answer any technical questions.
2. If blinking any other colors, scroll to the bottom of the page and request support. Please locate your system name and/or job number as well as saying you are diagnosing a processor offline for [inset model number]. You have confirmed power, but the LEDs are displaying [describe behavior].