Can't Add My ZEN25 Double Plug to Wink

Inclusion issues are super common with Z-Wave devices, and they're nothing to worry about. Here's where to start if your Wink app isn't finding your ZEN25 Double Plug:

It may not make sense at first, but try excluding the Double Plug from Wink! It doesn't have to be included or "found" by Wink to be able to be excluded. Exclusion acts as a reset and can solve a variety of configuration issues. Just follow the steps below to exclude the Double Plug:

1. Click on Hubs 
2. Click on Settings (the three dots in the upper right corner)
3. Click on your hub (most likely named Wink Hub)
5. Scroll down to Settings and click on Z-Wave Controls
6. Click on Exclusion Mode
7. Press and release the Z-Wave button 3 times very quickly
8. While the app will NOT confirm exclusion of the device, your Wink hub will go from blinking blue to a solid green light to confirm the device was successfully excluded. Wait for the LED indicator to turn green before exiting Exclusion. 

Once exclusion is confirmed, try adding the Double Plug to Wink again. And if that still doesn't help, here are some other tips that have helped other users: 

  • Try excluding the unit one more time. It's possible the exclusion commands from the first run didn't go through.  
  • Try the inclusion process again, only this time instead of pressing the Z-Wave button 3 times, try pressing it 5-6 as quickly and firmly as possible. This can help make sure the commands are registered correctly. 
  • If possible, try bringing the Double Plug within direct range of Wink if you were at a large distance the first time. If it works at a closer range, it's probable that the first spot was out of range or there were too many interferences in the area. And if you have a hand-held secondary controller, this would be the time to bring it out!
  • And if you find that your Double Plug is connected but it's not responded to remote commands, check out these tips for troubleshooting connectivity.

If you have any questions about the process above, reach out to us! Our team will be happy to help. 

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  • 11-Jun-2020