Z-Wave Devices failing Secure Enrollment

 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. 

 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. 

 Troubleshoot an S2 Z-Wave device enrolled using a device key If an S2 Z-Wave device enrolled using a device key fails to complete secure enrollment, delete the device key and ZWave device, then re-enroll. 

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. 

 If a lock fails to complete secure enrollment: 

1. Verify that the lock is using high-quality alkaline batteries with a strong charge. 
2. 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. 
3. 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). 

 4. Power cycle the security panel, then attempt secure enrollment again. 

1. 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. 
2. 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. 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. 

 7. If working with a Kwikset or Yale lock, try re-seating the Z-Wave chip. 

 8. Click Device Commands after expanding the device row in the Z-Wave Equipment list on the Partner Portal, then click Request Secure Command Classes. 

1. If the preceding steps did not resolve the behavior, factory reset the lock, then remove and re-enroll it. For lockspecific instructions, see the relevant installation guide in Locks. 
2. 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. 
3. 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: 

 1. 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. 

1. 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. 
2. Power cycle the security panel, then attempt secure enrollment again. 
3. Click Device Commands after expanding the device row in the Z-Wave Equipment list on the Partner Portal, then click Request Secure Command Classes. 
4. If the preceding steps did not resolve the behavior, factory reset the garage controller, then remove and re-enroll it. 

 6. 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