Third reality blinds and zigbee

Now I’ve purchased and been using third reality blinds for a while now and they work great when they are working. Every so often the cord on which it raises/lowers on will basically cut itself somehow and I’ll contact support for a replacement, they’ve been great about that. Recently this happened and they sent me a new one, but I can’t seem to integrate it into my zigbee network. I put the device in pairing mode and search for devices but nothing comes up? Any suggestions on how to troubleshoot?

Hi Michael, are you using ZHA?
What kind of zigbee coordinator are you using?

Do you have other zigbee devices as well and is your zigbee mesh not acting up?
Check this for zigbee: The Home Assistant Cookbook - Index → zigbee