Z-Wave devices may experience difficulty enrolling to a network for multiple reasons. Try the following troubleshooting steps if the Z-Wave device is not enrolling into the network.

 

Verify device compatibility

Verify the Z-Wave device is compatible with Alarm.com. For information about compatibility, see Which Z-Wave devices are compatible with Alarm.com?. If the device is not compatible, it could have difficulty enrolling into the network.

 

Verify the Z-Wave device is powered

Verify the Z-Wave device is fully powered either by a wall outlet or with high-quality batteries with sufficient charge. To verify device power requirements, refer to the device's documentation or contact the device manufacturer.

 

Verify a Z-Wave network module or chip is installed in the device

In order to enroll a device as a Z-Wave device, it must have a Z-Wave network module or chip installed. For information about how to verify this, refer to the manufacturer guides.

 

Verify if the Z-Wave device is SmartStart-enabled

If a SmartStart-enabled Z-Wave device is not enrolling to the panel:

1. Verify that the device and panel both support SmartStart. For more information, see Add or remove a Z-Wave SmartStart-enabled device.
2. Verify the Device Specific Key (DSK) is added to the account. For more information, see Add or remove a Z-Wave SmartStart-enabled device.
3. Request an Equipment list using the Partner Portal or MobileTech app.
4. Delete the Device Specific Key (DSK) and re-add the device using SmartStart. For more information, see Add or remove a Z-Wave SmartStart-enabled device.
5. If the device is still not enrolling, add the device by putting the device and panel into add mode. For more information, see the panel-specific Z-Wave enrollment guides in Panels.

 

Verify Z-Wave range 

If the device is unable to add or delete from the network, verify the Z-Wave device is within range of either the security panel or a Z-Wave repeater. Typically, AC-powered Z-Wave devices such as lights act as repeaters.

1. If the Z-Wave device or security panel have older Z-Wave firmware, it may not support Network Wide Inclusion (NWI). For networks without NWI, it is recommended that devices are within 6 feet of the panel or controller, but the closer the better.
2. Other 900 MHz wireless devices may be interfering with the Z-Wave messages. Try moving or replacing any 900 MHz headsets, cordless phones, baby monitors, wireless speaker extenders, IR remote control extenders, or similar devices. Or, try changing the channel used by these devices.
3. Try moving the position of the panel relative to the device and/or changing the orientation of the device. Some Z-wave devices have directional Z-wave signals. For example, some devices the Z-Wave signal may be stronger to the front compared to behind the device.

 

Exclude the Z-Wave device 

Try to exclude the Z-wave device from the network. The device may already be part of a Z-Wave network, even if it is a brand new device. Z-Wave devices should always be able to either add or delete from any Z-Wave network.

To exclude the Z-Wave device, put the panel into Z-Wave delete mode and then trigger the device. For panel-specific information about deleting Z-Wave devices, see Z-Wave.
Note: Though the device has not yet enrolled in the network, it may have network information in its memory. If deletion is successful, try enrolling the Z-Wave device again.

 

Power cycle the system 

If excluding the Z-Wave device from the network does not allow it to enroll still:

1. Remove power from the system and Z-Wave device.
2. Wait about two minutes, and then reconnect power. 
3. Try enrolling the device again. 

Factory reset the Z-Wave device 

If all preceding steps have not been successful, factory reset the Z-Wave device. For information about factory resetting the Z-wave device, refer to the device's manual guide. Once the device has been factory reset, try enrolling the device again.

Verify if remote commands can be sent to other Z-Wave devices in the network

Send remote commands to other Z-Wave devices enrolled into the network. If commands are not successful, there may be a problem with the cellular module's signal strength. For information about how to check the signaling rating, see View the signaling rating of a customer account.

If the account has poor signal strength, see Poor Signaling.

Replace the Z-Wave device

​​​​​​If the Z-wave device still does not enroll after troubleshooting, it may need to be replaced.