IQ Panel not pairing with Schlage BE469ZP. Clears fine, but no pair.

I have an IQ panel (the older one, not the IQ Panel 2). I just bought a new Schlage BE469ZP. I cleared the Schlage from the IQ Panel with no issue at all, the Schalge lights up green and the IQ Panel acknowledges a successful clear.

However, when I go to pair the two together, the following happens:

  1. Schlage lights up green, indicating a successful pair
  2. IQ Panel continues searching, as if no pair device was found
  3. The IQ Panel stop searching and displays a message that says, “Could not retrieve manufacturer information. Please pair again”.

I can’t find anything online at all that mentions this “could not retrieve manufacturer information” message before. Not sure where to go from here.

Any advice would be greatly appreciated!

Just to check, I’m not seeing a related Surety subscription to this account. Do you currently use Surety for your service provider?

If not, so we can best assist, are you using the original IQ Panel or the IQ Panel 2?

What firmware version is on your panel currently?