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Z-Wave devices that require secure enrollment should automatically complete secure enrollment after they are added into the system. If a device fails the secure enrollment process, refer to the troubleshooting steps below.
For more information about Z-Wave secure enrollment, see What is Z-Wave secure enrollment?.
S2 Z-Wave devices enrolled using device keys
All S2 Z-Wave devices can fail secure enrollment if the wrong device key (DSK) was entered during the enrollment process. For more information about S2 Z-Wave devices, see What is Z-Wave Security 2 (S2)?.
Note: If the device was enrolled without entering a device key, or if it still fails secure enrollment despite the correct key being entered, proceed to Locks or Garage controllers.
Locks
Lock devices must complete a secure enrollment process during addition, which can take up to a minute to complete while the lock is within 6 feet from the panel. If this process is interrupted before completing, the lock does not function properly. A warning message displays on Alarm.com that secure enrollment is not complete.
For best practices when installing a lock, see Enrolling Z-Wave Locks - Best Practices.
If a lock fails to complete secure enrollment:
- Verify that the lock is using high-quality alkaline batteries with a strong charge.
- Verify the lock and the panel/module are not being sent commands during the first 2 to 5 minutes after enrolling the lock to the Z-Wave network. If the devices were used during that time, remove and re-enroll the lock.
- Eliminate the possibility of Z-Wave communication issues. For best results, the lock needs to be within six feet of the panel/module when enrolling it. Alternatively, the lock can be enrolled in via Network Wide Inclusion (NWI).
Important: For NWI, every device acting as a repeater must have Z-Wave version 4.5+. To see if the panel supports NWI, see its installation guide in Z-Wave.
- Power cycle the security panel, then attempt secure enrollment again.
- Eliminate potential compatibility issues by verifying the lock's brand and model. If it is not a recommended device, Alarm.com cannot guarantee if the lock is going to be able to complete secure enrollment.
- If working with an Interlogix Concord module, verify the module is battery-powered and that the battery voltage is above 11.5 V. If not, correct the battery power, then remove and re-enroll the lock.
Note: If working with an Interlogix NX module, this may also help to complete secure enrollment. However, Alarm.com does not require that an Interlogix NX module is powered by the battery.
- If working with a Kwikset or Yale lock, try re-seating the Z-Wave chip.
- Click Device Commands after expanding the device row in the Z-Wave Equipment list on the Partner Portal, then click Request Secure Command Classes.
- If the preceding steps did not resolve the behavior, factory reset the lock, then remove and re-enroll it. For lock-specific instructions, see the relevant installation guide in Locks.
- If the preceding steps did not resolve the behavior, factory reset the Z-Wave radio by expanding the Z-Wave section in the Remote Toolkit and clicking Remove All Z-Wave Devices.
Caution: This will remove all currently enrolled devices from the Z-Wave radio. These devices will need to be deleted locally from the panel and then re-added once this step is taken.
- If the preceding step did not resolve the behavior, replace the lock or its Z-Wave chip.
Garage controllers
If a Linear Z-Wave Garage Controller fails to complete secure enrollment:
- Verify the Linear Z-Wave Garage Controller and the panel/module are not being sent commands during the first 2 to 5 minutes after enrolling the garage controller to the Z-Wave network. If the devices were used during that time, remove and re-enroll the garage controller.
- Eliminate the possibility of Z-Wave communication issues. For best results, the garage controller needs to be within six feet of the panel/module when enrolling it.
- Power cycle the security panel, then attempt secure enrollment again.
- Click Device Commands after expanding the device row in the Z-Wave Equipment list on the Partner Portal, then click Request Secure Command Classes.
- If the preceding steps did not resolve the behavior, factory reset the garage controller, then remove and re-enroll it. For more information about this process, see Linear Z-Wave Garage Controller (GD00Z) - Installation Guide.
- If the preceding steps did not resolve the behavior, factory reset the Z-Wave radio by expanding the Z-Wave section in the Remote Toolkit and clicking Remove All Z-Wave Devices.
Caution: This will remove all currently enrolled devices from the Z-Wave radio. These devices will need to be deleted locally from the panel and then re-added once this step is taken.
