There are a few reasons why you may be having issues pairing your new Z-Wave device to the hub. Below we list the most common causes and how to address them so you can join your product to the network quickly and start using it in no time!
1. THE DEVICE IS ALREADY ADDED TO A Z-WAVE NETWORK
CAUSE: How could a brand new device be already paired with a different hub and why is that even a problem? Z-Wave devices can only ever be joined to one network for security reasons. This means that if a smart sensor or switch had been paired to a different hub or joined your hub's network but never fully configured, it cannot be added again to any other controller before it gets excluded first.
SOLUTION: The good news is that you can use any Z-Wave hub to exclude or unpair a Z-Wave device so that it can be added to your system. The exclusion process serves as a Z-Wave reset and is the most efficient way to troubleshoot any pairing problems for your devices. The tricky part is that every hub's interface is different and most devices need to be activated in their own way for the inclusion process so you need to have the documentation for both the hub and your product handy when troubleshooting your device.
We have created step-by-step instructions for the exclusion process on the most popular platforms for Zooz devices. Simply search the model number, your hub's name, and the word "exclude" in our Knowledge Base or refer to the list of resources below to find the detailed instructions for your device:
Z-BOX HUB
Can't Add My ZEN53 DC Motor Controller to My Z-Box Hub
Can't Add My ZEN54 0-10V Dimmer to My Z-Box Hub
Can't Add My ZEN55 DC Signal Sensor to My Z-Box Hub
HOME ASSISTANT
Can't Add My ZEN04 Smart Plug to Home Assistant
Can't Add My ZEN05 Outdoor Smart Plug to Home Assistant
Can't Add My ZEN06 Smart Plug to Home Assistant
Can't Add My ZSE11 Q Sensor to Home Assistant
Can't Add My ZEN14 Outdoor Double Plug to Home Assistant
Can't Add My ZEN17 Universal Relay to Home Assistant
Can't Add My Power Strip ZEN20 to Home Assistant
Can't Add My ZEN26 On/Off Switch to Home Assistant
Can't Add My ZAC36 Valve Actuator to Home Assistant
Can't Add My ZSE41 Open | Close XS Sensor to Home Assistant
Can't Add My ZSE42 Water Leak XS Sensor to Home Assistant
Can't Add My ZSE43 Tilt | Shock XS Sensor to Home Assistant
Can't Add My ZSE44 Temperature | Humidity XS Sensor to Home Assistant
Can't Add My ZEN51 Dry Contact Relay to Home Assistant
Can't Add My ZEN52 Double Relay to Home Assistant
Can't Add My ZEN53 DC Motor Controller to Home Assistant
Can't Add My ZEN54 0-10V Dimmer to Home Assistant
Can't Add My ZEN71 On/Off Switch 700 to Home Assistant
Can't Add My ZEN72 Dimmer Switch 700 to Home Assistant
Can't Add My ZEN73 Toggle Switch 700 to Home Assistant
Can't Add My ZEN74 Toggle Dimmer 700 to Home Assistant
Can't Add My ZEN76 S2 Switch 700 to Home Assistant
Can't Add My ZEN77 S2 Dimmer 700 to Home Assistant
HUBITAT
Can't Add My ZEN04 Smart Plug to Hubitat
Can't Add My ZEN05 Outdoor Smart Plug to Hubitat
Can't Add My ZSE11 Q Sensor to Hubitat
Can't Add My ZEN14 Outdoor Double Plug to Hubitat
Can't Add My ZSE19 Multisiren to Hubitat
Can't Add My ZEN32 Scene Controller to Hubitat
Can't Add My ZAC36 Valve Actuator to Hubitat
Can't Add My ZSE41 Open|Close XS Sensor to Hubitat
Can't Add My ZSE42 Water Leak XS Sensor to Hubitat
Can't Add My ZSE43 Tilt|Shock XS Sensor to Hubitat
Can't Add My ZSE44 Temperature | Humidity XS Sensor to Hubitat
Can't Add My ZEN51 Dry Contact Relay to Hubitat
Can't Add My ZEN52 Double Relay to Hubitat
Can't Add My ZEN53 DC Motor Controller to Hubitat
Can't Add My ZEN54 0-10V Dimmer to Hubitat
Can't Add My ZEN71 700 Series On/Off Switch to Hubitat
Can't Add My ZEN72 700 Series Dimmer to Hubitat
Can't Add My ZEN73 700 Series On/Off Toggle Switch to Hubitat
Can't Add My ZEN74 700 Series Toggle Dimmer to Hubitat
Can't Add My ZEN76 S2 Switch 700 to Hubitat
Can't Add My ZEN77 S2 Dimmer 700 to Hubitat
SMARTTHINGS
Can't Add My ZEN04 Smart Plug to SmartThings
Can't Add My ZEN05 Outdoor Plug to SmartThings
Can't Add My ZSE11 Q Sensor to SmartThings
Can't Add My ZEN14 Outdoor Double Plug to SmartThings
Can't Add My ZAC36 Valve Actuator to SmartThings
Can't Add My ZSE41 Open | Close XS Sensor to SmartThings
Can't Add My ZSE42 Water Leak XS Sensor to SmartThings
Can't Add My ZSE43 Tilt | Shock XS Sensor to SmartThings
Can't Add My ZSE44 Temperature | Humidity XS Sensor to SmartThings
Can't Add My ZEN51 Dry Contact Relay to SmartThings
Can't Add My ZEN52 Double Relay to SmartThings
Can't Add My ZEN53 DC Motor Controller To SmartThings
Can't Add My ZEN54 0-10V Dimmer to SmartThings
Can't Add My ZEN71 700 Series On/Off Switch to SmartThings
Can't Add My ZEN72 700 Series Dimmer to SmartThings
Can't Add My ZEN73 700 Series On/Off Toggle Switch to SmartThings
Can't Add My ZEN74 700 Series Toggle Dimmer to SmartThings
Can't Add My ZEN76 S2 Switch 700 to SmartThings
Can't Add My ZEN77 S2 Dimmer 700 to SmartThings
Z-WAVE SYSTEM (Generic instructions)
Can't Add My ZEN04 Smart Plug to My Z-Wave System
Can't Add My ZEN05 Outdoor Smart Plug to My Z-Wave System
Can't Add My ZEN14 Outdoor Double Plug to My Z-Wave System
Can't Add My ZEN16 Multirelay to My Z-Wave System
Can't Add My ZEN17 Universal Relay to My Z-Wave System
Can't Add My ZAC36 Valve Actuator to My Z-Wave System
Can't Add My ZSE41 Open | Close XS Sensor to My Z-Wave System
Can't Add My ZSE42 Water Leak XS Sensor to My Z-Wave System
Can't Add My ZSE43 Tilt | Shock XS Sensor to My Z-Wave System
Can't Add My ZSE44 Temperature | Humidity XS Sensor to My Z-Wave System
Can't Add My ZEN51 Dry Contact Relay to My Z-Wave System
Can't Add My ZEN52 Double Relay to My Z-Wave System
Can't Add My ZEN53 DC Motor Controller to My Z-Wave System
Can't Add My ZEN54 0-10V Dimmer to My Z-Wave System
Can't Add My ZEN55 DC Signal Sensor to My Z-Wave System
Can't Add My ZEN71 700 Series On/Off Switch to My Z-Wave System
Can't Add My ZEN72 700 Series Dimmer to My Z-Wave System
Can't Add My ZEN73 700 Series On/Off Toggle Switch to My Z-Wave System
Can't Add My ZEN74 700 Series Toggle Dimmer to My Z-Wave System
Can't Add My ZEN76 S2 Switch 700 to My Z-Wave System
Can't Add My ZEN77 S2 Dimmer 700 to My Z-Wave System
2. THE DEVICE DOESN'T ENTER PAIRING MODE
CAUSE: Sometimes a device will not activate for inclusion or exclusion at all which makes it impossible to add it to the network. The best way to diagnose this issue is to observe the LED indicator on the product if it has one - it will typically blink or flash when the device is in pairing mode. Always refer to the product manual to see how the device is supposed to be have when in inclusion mode. If it doesn't react to the pairing sequence as described in the documentation, it means that it may not be powered or that the activation sequence is not documented correctly.
SOLUTION: Check the batteries or better still, try brand new fresh batteries for your device and make sure they are inserted correctly. The device should always provide some indication that it's actually powered. If it's still not working correctly, go back to the documentation to verify if you're following the instructions for inclusion mode. If the directions say to push or press the button a few times, try doing it quicker or slower. If it's still failing, the device may be defective so we recommend reaching out to the manufacturer for support.
3. THE DEVICE DOESN'T COMMUNICATE WITH THE HUB AT ALL
CAUSE: If your Z-Wave device is powered and you see it enter exclusion or inclusion mode but the hub doesn't confirm either exclusion or inclusion, then the device may be out of range. Sometimes it may also indicate that your hub is busy with background activity and is unable to process new requests for inclusion or exclusion.
SOLUTION: Try bringing the device closer to your hub or taking the controller near the device to rule out any network coverage issues. Newer 700 series or 800 series devices will rarely present range issues but there may be individual cases of wireless interference that can interrupt communication. Remember that metal blocks radio signal completely so it will be challenging to add a light switch from a metal box if the hub is too far away. Other situations where signal may be a problem are with devices located in boiler rooms, garage, or attic which are typically on the edge of the network. The best way to address this is to limit the distance between the hub and the device for inclusion and use signal extenders to boost your network's coverage. Any non-battery Z-Wave device acts as a network repeater automatically so the more mains-powered devices you have, the more reliable network you'll build.
In case the hub is too busy and it cannot process new inclusion or exclusion requests quickly enough, we recommend waiting at least 15 minutes between any inclusion or exclusion attempts to give the network a chance to settle. Sometimes rebooting your hub or checking the overall status of your platform may be helpful in case you're just dealing with bad timing when the system is undergoing maintenance and may run into performance issues.
We hope these tips will help you troubleshoot your Z-Wave devices effectively. If you still cannot add or remove your device from the hub, please report your problem with Zooz devices here.
