I’ve been successfully using the add new zwave device from the iPhone app for weeks and just the other day started getting this:
Any suggestions or ideas?
I can still add devices from my IQ4 panel but pretty inconvenient when I’m 3 stories upstairs adding a switch. So far I have 13 zwave light switches and 2 zwave locks so don’t think I’m at any limit.
I’m not sure about the error but you can add the device right next to the panel and then rediscover network after you put it upstairs where it goes.
I can still add devices from my IQ4 panel but pretty inconvenient when I’m 3 stories upstairs adding a switch. So far I have 13 zwave light switches and 2 zwave locks so don’t think I’m at any limit.
Standard Z-wave devices have a limited range, it is a mesh network which relies on AC powered devices in the network to extend that range. You may just be running into a distance issue with these new devices.
As the other post suggests, you may instead need to bring the panel close to the device, learn it in, then run a network rediscovery when your panel is back in its permanent spot.
The panel’s Power Management setting must be disabled to do this so that Z-wave menus are accessible on battery only.
This is under Settings > Advanced Settings > Installer code > Installation > Installer Settings.
Sorry was traveling.
I understand all these possible troubleshooting steps and workarounds but the wizard was working fine (on all floors and locations of my house). All of a sudden it started throwing this error for no known reason. I removed the last switch I added in case it was causing an issue but no luck. It says to call this #:
(855) 787-3891. I’ll maybe try that next week. Pretty frustrating when it was all working well then all of a sudden stopped. I also added a new Yale lock around the time it started misbehaving but think I was still able to include it from my mobile. Maybe I’ll remove that device and see if it helps.
I understand all these possible troubleshooting steps and workarounds but the wizard was working fine (on all floors and locations of my house)
Simply put, pairing Z-wave devices tends to need closer proximity than their normal use. Some devices support network wide inclusion and can use repeaters during pairing, but many cannot. Locks generally need close proximity or ongoing errors can occur after pairing.
The wizard pairing steps are a convenient way to pair devices without managing on the panel, but pairing using the panel screen will be necessary in some cases.
To troubleshoot the wizard, the one troubleshooting step would be to reboot the panel, in case it is a software related issue with the commands and Z-wave radio.
It says to call this #:
(855) 787-3891.
That is an inbound line to Surety, but our tech support is all online. This is the best place to reach out on the forum or via private message.
Thanks. It still didn’t make sense why it was working fine before from my mobile app then all of a sudden stopped. The device I’m trying to add is the 2nd closest device to my iq4 panel (~15ft) with direct line of site.
Your system does have a couple ongoing trouble conditions related to two Z-wave devices which may be causing a hang up.
Those two devices show a secure enrollment failure. I would reboot the panel, then delete those two devices on the panel and use the steps on the panel to pair them again. Any difference then with the app wizard?
Cool. I’ll give that a shot. How do I see the trouble conditions?
I believe that particular condition won’t display for lights in the Alarm.com app, I am only seeing it on our end.
When a secure device is added to the Z-Wave network, the panel and the Z-Wave device communicate the following things:
This failure will impact the ability of locks and garage doors to function.
Not all lights support it, but those that do will try to use secure enrollment. It can also suggest general signaling trouble though, with those devices not being in close enough proximity during enrollment.
I didn’t do anything but now the wizard works again. Still worth trying to troubleshoot the devices in the trouble state?
Since they are lights they should still work despite that condition, but yeah it may mean they had some trouble with signaling during the original pairing steps, and at some point I would recommend troubleshooting.
