How to Troubleshoot Z-Wave Secure Enrollment Failures

Z-Wave devices that require secure enrollment should automatically complete the process once added to your system. If secure enrollment fails, follow the troubleshooting steps below to resolve issues with S2 device keys, locks, and garage controllers.

1. S2 Z-Wave Devices Using Device Keys

Secure enrollment failures for S2 Z-Wave devices often occur when the wrong Device Specific Key (DSK) is entered during setup.

• Verify the DSK is entered correctly during enrollment.
• If the device was added without entering a DSK or the correct key was used but enrollment still failed, proceed to the Locks or Garage Controllers section below.

For more information on Z-Wave Security 2, visit Z-Wave Security 2 (S2) Overview.

2. Troubleshooting Z-Wave Locks

Z-Wave locks must complete a secure enrollment process during setup. This process can take up to one minute while the lock is within six feet of the panel. If interrupted, secure enrollment may fail, and a warning will appear in your Alarm.com account.

Steps to Resolve Secure Enrollment Issues for Locks

1. Use high-quality alkaline batteries with a strong charge.
2. Avoid sending commands to the lock or panel for the first 2–5 minutes after enrollment.
3. Ensure the lock is within 6 feet of the panel during setup, or use Network Wide Inclusion (NWI) if supported.
4. Power cycle the panel, then retry secure enrollment.
5. Confirm the lock model is compatible with Alarm.com’s Z-Wave integration.
6. If using an Interlogix Concord module, ensure the module’s battery voltage is above 11.5V.
7. For Kwikset or Yale locks, re-seat the Z-Wave chip and attempt enrollment again.
8. Use the Partner Portal to send a Request Secure Command Classes command to the lock.

Last Resort Options

• Factory reset the lock, delete it, and re-enroll it to the network.
• If the issue persists, factory reset the Z-Wave radio by selecting Remove All Z-Wave Devices in the Remote Toolkit.

3. Troubleshooting Z-Wave Garage Controllers

If a Linear Z-Wave Garage Controller fails secure enrollment, follow these steps:

1. Do not send commands to the panel or controller for 2–5 minutes after enrollment.
2. Keep the controller within six feet of the panel during setup.
3. Power cycle the panel and retry secure enrollment.
4. In the Z-Wave Equipment list on the Partner Portal, click Request Secure Command Classes under Device Commands.
5. If enrollment still fails, factory reset the garage controller, then delete and re-add it.

For detailed instructions, refer to the Linear Z-Wave Garage Controller Installation Guide.

4. When to Replace the Device

If the Z-Wave device or lock continues to fail secure enrollment even after factory resetting and re-enrolling, the device’s Z-Wave chip may be defective and should be replaced.