Can't Add My ZSE42 Leak Sensor to Telus SmartHome+ Hub

If you’re having trouble connecting your ZSE42 Leak Sensor to the TELUS SmartHome+ Hub, don’t worry — we’ve got you covered! Connection issues can happen for a few different reasons, but with a few quick checks and steps, you’ll be able to get your sensor working properly again.

In this guide, we’ll walk you through what to do when the ZSE42 sensor doesn’t pair as expected. You’ll learn how to confirm your device is ready to connect, reset it if needed, and make sure everything is set up correctly in the SmartHome+ app.

Below are the various error messages you may encounter when attempting inclusion, along with steps to resolve each.

Can’t Reach Your Hub

To add new devices, your hub needs to be online. Check that it's powered on and connected to a network, then we'll try again.

Check that your hub is powered on and online in the SmartHome+ app.
Bring the sensor closer to the hub during pairing to rule out any potential range or interference issues.
Select Retry in the SmartHome+ app.
If this fails, try rebooting your Hub: unplug its USB-C cable and then plug it back in.
Restart the inclusion process and try again.

Sensor Couldn’t be Added to the Hub

This message indicates an issue during inclusion. We recommend checking the following:

Check battery: Remove the battery and re-insert it. This forces a power cycle, which will cause the sensor to re-broadcast its SmartStart signal.
Check the proximity to the hub: Bring the sensor closer to the hub during pairing to rule out any potential range or interference issues.
Restart the inclusion process and try again.
If this fails, factory reset the device:
- Make sure the sensor is powered, then click the Z-Wave button twice and hold it the third time for 10 seconds.
- The LED indicator will blink continuously.
- Once the LED becomes solid, within 3 seconds, click the Z-Wave button twice more to finalize the reset.
- The LED indicator will flash 3 times to confirm a successful reset.

Once reset is completed, restart the inclusion process and try again.

Something Went Wrong

Select Retry in the SmartHome+ app.
If this fails, try rebooting your hub, unplug its USB-C cable and then plug it back in.
Restart the inclusion process and try again.

Device Already Connected

This means your device is provisioned in the hub, but may not be visible in the app. Here's what you can do:

Manually wake the sensor. If the interview is not fully complete, a manual wake will allow the hub to complete the interview process. The device should then appear in the app.
Factory reset: If it still doesn't show up, perform a factory reset and restart the inclusion process and try again.

QR Code Not Detected

This indicates there was an error when attempting to scan the QR code on the device.

Close the app and re-open the app.
Restart the inclusion process and try again.
- Ensure the QR code is in focus, well-lit and that there are no objects between your camera and the code.
- Retry scanning the QR code once more.

If you've tried the steps above and the sensor is responsive based on the LED indicator response to inclusion and factory reset, this confirms the sensor is attempting communication with the hub. We recommend contacting Telus SmartHome+ support by booking a callback from the Support section of the SmartHome+ app.