Our go-to inclusion troubleshoot move is to try exclusion.
The ZEN23 switch will work with SmartThings right away; however, we recommend you install the lua Edge driver to access the advanced settings and customize your device.
Now let's trying excluding the switch. That's right - sometimes you have to remove the switch to add it successfully. Exclusion acts as a reset and can help configure a device to your network; devices don't need to be included properly to be able to be excluded.
Here's how to do it:
- Open your SmartThings app and locate your SmartThings hub under Devices. Tap the hub to see the device details.
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Tap the three dots in the upper right hand corner and tap Settings
- Tap Z-Wave Utilities
- Tap Z-Wave Exclusion
- While the app is searching for a device, toggle the switch DOWN 3 times as quickly as possible
- The app will indicate when the device is successfully removed. Tap Done
Once exclusion is completed, try including the switch again using the process shown here. But if that still doesn't help, here are some other potential solutions to try:
- Let's give exclusion another go. It's always possible the exclusion commands from the first attempt didn't go through.
- Try the inclusion process again, only this time instead of toggling 3 times, toggle the switch 6 or 7 times at least as quickly as possible. This can help make sure the commands take.
- For those of you referring to the older version of the manual, there's a mistake in the inclusion section. You shouldn't try including the device by toggling the switch in an up-down-up motion; this is incorrect. Instead make sure to perform the action as shown in step 5 above. The online and print documentation have been corrected as of February 2018, but this tip is for users who happen to have the older version of the manual.
- Try adding a Z-Wave signal repeater (any non-battery powered Z-Wave device) between the switch and hub to see if that helps communication. If you have a hand-held secondary hub, try using it to include the device.
- And if you find that your switch is connected but it's not responded to remote commands, here are some awesome suggestions for troubleshooting range and connectivity issues.
If you've tried all of the above with no luck, first of all, thanks for giving all that a try. Secondly, reach out to us! We'll be happy to work with you until we find a solution to the issue.
