If you're having trouble adding your ZEN16 MultiRelay to HomeSeer, you may need to try exclusion first.

Zooz products are officially integrated with the Z-Wave Plus and the Z-Wave JS Front-End of HomeSeer. If you're experiencing issues with accessing the advanced settings of your ZEN16 Relay or the unit not properly displaying, we would recommend first updating to the Z-Wave Plus or the Z-Wave JS Front-End, then excluding and re-including your device to your network in order for it to be recognized correctly.

It may sound strange, but exclusion is just a reset. A device doesn't need to be included to be able to be excluded. 

ZEN16 Exclusion Steps

1. In the HomeSeer UI, click the "Plugins;" from the drop-down menu, select "Z-Wave."
2. Select "Remove Device."
3. You will be taken to a new page; click "Continue" to start the exclusion process on the hub.
4. Click the Z-Wave button 3 times as quickly as possible (the LED indicator will start flashing).
5. HomeSeer should confirm the device was removed. Finalize by clicking "Finish."

Once the exclusion process is successfully finalized, try including the device to HomeSeer. 

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. Click Plugins > Z-Wave Plus > Z-Wave JS Front-End.

2. Click the SmartStart icon.

3. Locate your device via the DSK number and click the trash icon to remove it from the provisioning list:

The device has now been removed from the provisioning list.

  4. Factory reset on the ZEN16. After a successful reset, the device will disappear from the device list.

  5. Remove the ZEN16 from power if you plan to include the unit via SmartStart / Z-Wave Long Range. 

  6. Go through the inclusion steps listed here to include the device (remember, power stays OFF until indicated).

Additional Troubleshooting

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

• Try bringing the hub closer to the device 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 device 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.