Adding a Z-Wave device to a Z-Wave network is typically referred to as pairing; your new device and your Z-Wave network handshake, exchange security information, and your new device are included in your Z-Wave network and good to go. However, despite the simplicity of Z-Wave, installation steps may fail, and your new device won't join your Z-Wave network.


There are a few possible reasons as to why your Z-Wave device won't pair to your Z-Wave Hub.

  1. Sometimes the pair/inclusion process fails but succeeds to some extent, in this case, your Z-Wave device may hold that network information that may keep it from pairing. Factory reset of exclusion is the best option to pair it again.
  2. The Z-Wave device may already be paired with a previous hub. You can still use your new controller to exclude and factory reset it.


Unpair a Z-Wave device that is new and has never been paired before. 

  • Generally, all Z-Wave controllers have some method to exclude any device as a generic method to factory reset them. You'll just need to set your controller into exclude/unpair mode and then tap the button (some Z-Wave devices may require special button presses).
  • Each hub requires a different set of steps which will be explained below.


1. Put your gateway into device removal mode.


2Gig

  1. Tap on Home Services.
  2. Tap on Toolbox (represented by a wrench icon located in the corner).
  3. Enter the Master Installer Code.
  4. Tap Remove Devices.
  5. Perform the device-specific button press for exclusion.


Aeotec Smart Home Hub / SmartThings


  1. Open SmartThings app
  2. Upper left hand Menu, choose devices.
  3. Scroll to your hub, and select hub.
  4. Tap "More Options" (3 dot icon)
  5. Choose Z-Wave Utilities
  6. Choose Z-Wave Exclusion
  7. Perform the device-specific button press for exclusion.


Home Assistant

  1. Go to Integrations
  2. Select Z-Wave
  3. Tap Remove Node
  4. Perform the device-specific button press for exclusion.


Homeseer

  1. Select "Plug-ins"
  2. Select Z-Wave
  3. Click on "Controller Management"
  4. Open the actions menu and select "Remove/Exclude a Node"
  5. Click Start
  6. Perform the device-specific button press for exclusion.


Hubitat

  1. Go to "Discover Zigbee and Z-Wave Devices"
  2. Tap Z-Wave
  3. Tap "Start Z-Wave Exclusion"
  4. Perform the device-specific button press for exclusion.


Minimote

  1. Tap the "Remove" button and ensure the red LED is flashing.
  2. Perform the device-specific button press for exclusion.


Nexia Bridge

  1. Tap the Minus (-) button on the physical hub, ensure its amber LED is flashing.
  2. Perform the device-specific button press for exclusion.


Vera

  1. Select + Devices
  2. Select Generic Device
  3. Tap Next until Vera is attempting to pair a device
  4. Tap "Retry"
  5. Perform the device-specific button press for exclusion.

Z-Stick

  1. Press and hold the action button until the LED flashes yellow.
  2. Perform the device-specific button press for exclusion.


Other Z-Wave Gateway or Hub

  • If you're using another Z-Wave gateway or hub, you need to put it into 'remove product' or 'exclusion mode'. If you're not sure of how to do this, please refer to your gateway or hub's user manual.



2. Perform a hard reset of the Z-Wave device.

Having performed the above steps, perform a hard reset of the Z-Wave device that failed to pair with your Z-Wave network. The hard reset will restore the Z-Wave device to its factory default settings. The instructions to reset a device can be found under the 'Advanced steps' section in each device's individual user guide. 

User guides can be found for each Z-Wave product via this link.


After performing a hard manual reset, try to pair your device with your Z-Wave hub afterward. Should that fail, please contact us for support by clicking the New Support Ticket link above.