March 04, 2015 16 Comments

Sometimes you just can’t pair a sensor or a switch with your Z-Wave controller, no matter what you try. You’ve done your research and installed similar devices without any problems. You’re positive this unit is compatible with your hub and yet it will not include.
We have found a solution that will work most of the time if everything else has failed. As strange as it may sound, the trick is to exclude the item from your network. 

But why would I unpair something that has never been included to my network in the first place? 
Well, there are at least 2 reasons:
  1. Configuration errors sometimes occur during the pairing process. As a result, the device is not successfully paired but neither is it ready for another pairing attempt - it needs to be excluded first.
  2. You might have received an item that has been previously associated with a different Z-Wave network (maybe it was tested at a factory and is still part of that network). Luckily, you’re able to exclude a Z-Wave unit from any network using your controller.

How to unpair a Z-Wave device that has not been paired with your controller yet?
Simply send the appropriate command to put the controller in “exclusion mode”. Keep in mind that every hub is a little different when it comes to executing this process.

If you’re running your VeraLiteVeraEdge, VeraPlus, or VeraSecure on the latest UI7, try pairing your device and after inclusion times out simply hit the green Retry button in the bottom right corner - this will put the controller in exclusion mode. Proceed with activating the device in exclusion mode (check your manual for instructions). Vera will confirm the device was excluded in a message on top of the screen. Retry the inclusion process again afterwards.
When dealing with older firmware, just press the exclusion ("-") button on the hub and proceed as with a regular exclusion/inclusion for a given product.
Same thing for your Nexia Bridge - you may send the unpairing command straight from your hub by clicking the "-" button.

Things get more complicated with controllers operated fully from an online app. Here are the step-by-step instructions for SmartThings and Wink general device exclusion:

Start with resetting your SmartThings hub, then:

  1. Plug your Z-Wave device in or put the batteries in
  2. Tap the Menu icon in your SmartThings app 
  3. Tap Hub is online
  4. Tap Z-Wave Utilities
  5. Tap General Device Exclusion
  6. The app will show this message: “Please follow the manufacturer’s instructions to remove the Z-Wave device from My SmartThings.” There will also be a spinning circle next to the message “Exclusion Mode Active”
  7. While Exclusion Mode is active, perform the device-specific exclusion confirmation (e.g., a physical button press)
  8. The app will confirm device exclusion
  9. Tap Done

Once exclusion is completed, please try adding the device again by clicking on Add Thing in the SmartThings app and activating your device in inclusion mode.

Here is how to unpair a device in Wink:
  1. Open the mobile app and click on Hubs
  2. Click on the gear icon (Settings)
  3. Click on your hub (most likely named Wink Hub)
  4. Scroll down to Settings and click on Z-Wave
  5. Click on Exclusion Mode and continue like you would when typically pairing or unpairing your device > Wink will not confirm exclusion, instead just watch the LED indicator on your hub going from blinking blue (communicating) to solid green (communication completed)
  6. After the exclusion process, try including the device again. And don't forget to check if the product is supported by Wink here.
NOTE: Sometimes, you will have to repeat the above process a few times before the unit is excluded. Always look for the appropriate indicator that the device is ready to be paired, like a flashing LED light.

Did we miss anything? Probably yes so feel free to correct, ask, share, and argue below.

16 Responses

Jan (The Smartest House)
Jan (The Smartest House)

March 10, 2017

Thanks for the feedback Pablo, we’re glad we could help :)
Enjoy your new Z-Wave device!


March 08, 2017

Wow!!! I had the problem with a GE outdoor outlet, tried for several days trying to pair, did a research, asked in Amazon questions and NOTHING!! Until I read this post, it took me less than a minute to exclude and then FINALLY could pair my ge outlet, I just can say THANK YOU VERY VERY MUCH!! I already was doing the paper work to return it to Amazon.

Jan (The Smartest House)
Jan (The Smartest House)

January 03, 2017

Hi Tom, this is a question for Wink support. We don’t work with this platform enough to have encountered a similar issue. Scene or event inclusion with other Z-Wave systems requires full configuration for the device so it’s possible the switch was not recognized properly and you may have to configure it. We recommend contacting Wink’s customer service though for best guidance on this.

Tom Acquavella
Tom Acquavella

December 30, 2016

I just added a GE outdoor smart switch to my wink 2 hub. It is used to power a low voltage transformer that light a carport. The device paired immediately. Works fine turning on and off from the app and works on a schudule. I can’t get it to respond to a simple robot. Ex: when garage door closes for 15 minutes turn of carport lights. Any ideas why it does not respond to a robot? Thanks

Jan (The Smartest House)
Jan (The Smartest House)

December 20, 2016

Hi ST, Unfortunately, Wink does not give you the option to change the device type within the interface so if a product is not recognized correctly out of the box, it means the product is not supported and you won’t be able to take full advantage of it using your Wink hub. Sorry!


December 19, 2016


Through the use of exclusion/inclusion option provided here, I was able to add my ‘legacy’ Z-Wave devices in the Wink hub. Challenge is that they are getting added as Sirens and not the actual appliance or lamp module that they are. This only allows me to power on/off these devices and nothing else with them. Any suggestions on how to transfer the sirens to light or other areas of Wink app.

Jan (The Smartest House)
Jan (The Smartest House)

December 16, 2016

Hi Todd, there should be a confirmation message saying that the device has been successfully excluded. If you don’t see it, please try tapping the switch a few times very fast. If you’re still having issues connecting, then the device may be out of range and you may need a hand-held secondary controller (remote) to perform inclusion.


December 13, 2016

I have a Samsung Hub and trying to pair a GE Smartswitch model 12722. Once your in the “general device exclusion” screen and you put switch in pairing mode (which is supposed to be just turning the rocker switch on and off) should something change on the screen that would indicate to you that it worked?


December 02, 2016

Wow. Thanks man. A full hour wasted, this worked immediately!

Jan (The Smartest House)
Jan (The Smartest House)

November 10, 2016

Hi Annette, sorry it took me forever to reply, Almond’s documentation base is very modest so we had to actually go out and get their system to see how to perform exclusion. It looks like it’s the same screen where you Add devices, instead just click on Delete device on your panel and trigger the Aeon Labs module by pressing and releasing the action button a few times very quickly so the command can go through. Hope that helps!


October 08, 2016

I am trying to unfair, then repair a aeon appliance switch from a Almomd+ to another almond+.
No matter what I do, it will not disconnect, even though the hub does not recognize the switch…worked for hours and can not find a solution.

Jake Moses
Jake Moses

October 02, 2016

Thank you! How is it that you are the only person on the whole internet (including GE and SmartThings support) who knows about this? I was at a complete loss as to why my device could not be found.

Jan (The Smartest House)
Jan (The Smartest House)

April 29, 2016

Thanks for the feedback Anon! It’s great to hear that you found the tips helpful. Let us know if you ever have any questions about Z-Wave.


April 27, 2016

this did the trick!!! after a bunch of manual resets, using the controller’s exclusion step-by-step and trying a bunch of times – was about to throw in the towel but found these steps for the wink hub worked! thank you!!!

Jan (The Smartest House)
Jan (The Smartest House)

January 03, 2016

Billy, we’re glad to hear this trick worked for you! It’s good to remember this process in the future since it’s a common issue when switching between controllers or pairing devices which are not right next to the hub. Good luck building your Z-Wave network!

Billy McKee
Billy McKee

January 01, 2016

I took back an Iris system and kept 2 devices that I wanted to hook up to new Nexia Bridge. The glass break sensor hooked up immediately. The GE Outdoor Switch Module was stubborn, until I found this remedy. I had to unplug the bridge and take it under battery power and hit the minus button on the back holding it next to the GE switch 3 times (3 cycles – hit button, watch it blink for 30 seconds, and then glow steady – 3 times). At first this confused my Nexia app with an unknown error, so I had to remove the battery to reset the bridge. Upon re-hooking the bridge back up to my router and power supply, the app came back online as nothing ever happened and the GE switch was found in the very next attempt and is working like new! Thanks for this fix and posting it!!!

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