Trouble with inclusion? The quickest way to resolve any inclusion issues is with a hub-based reset, also known as exclusion.

It may seem counter-intuitive, but the easiest way to resolve inclusion or configuration issues is by excluding the device first! It can be done at any time, even if a device has never been included to the hub! 

ZEN37 Exclusion Steps

1. From the sidebar navigation menu of the Z-Box web interface, go to Settings by clicking on the gear icon.

2. You will be redirected to the Devices menu.

3. Click the red - Remove device button in the top right corner.

4. Select the Z-Wave Device option.

5. Get ready to activate your Z-Wave device and click Start.

6. Click the middle button 6 times quickly.

7. The Z-Box will confirm exclusion and the LED indicator will turn green to confirm exclusion.

Once the Z-Box confirms a successful exclusion, please try including the device again.

SmartStart and Z-Wave Long Range Inclusion Troubleshooting

If exclusion is not successful, if you have previously added this device to your hub, if SmartStart failed, or if the device will not include, please follow the steps below in order. Removing the device from the provisioning list generally resolves most inclusion issues:

1. Check if the device is in the provisioning list. Click the Settings cogwheel > Z-Wave > SmartStart:

2. Click the Trash Icon (identify the relevant device by the DSK number). A popup will ask you to confirm. Click Delete:

3. The device has now been removed from the provisioning list.

4. Factory reset the ZEN37. After a successful reset, the device will disappear from the device list.

5. If you have previously activated the device or included it via the mesh and you now want to use SmartStart or to include the remote via Z-Wave Long Range, you will need to ensure you are running at least base firmware 2.10. Once confirmed, you can follow the inclusion steps here and scan the QR code and press any button on the ZEN37. This will re-set the broadcasting interval clock to allow the remote to be included via SmartStart.

Additional Troubleshooting

• Try the exclusion process again in case the command from the first run weren't registered correctly. 

• Try bringing device closer to the hub to see if it connects in a closer location. If it connects without issue in the new spot, then the first location may be out of range or there may be too many interferences in that area.

• And if you find that your switch is connected but it's not responded to remote commands, check out these tips for troubleshooting connectivity. 

If you've tried all the above with no luck, let us know! Our team is ready to help.