Can't Add My RGBW Dimmer to SmartThings

If you're experiencing inclusion issues with your device, exclusion is always the first thing to try. 

But first, check that you've installed the custom device handler for the device using these steps. Without the handler, the RGBW Dimmer won't be recognized by SmartThings correctly. 

Once you've confirmed that the handler has been installed, let's move on to exclusion. Exclusion is a type of Z-Wave reset that is effective at solving issues where you can't seem to add a new to your hub. Even if the RGBW Dimmer was never added successfully, you can still use your SmartThings app to exclude the device (the app would simply confirm that an "unknown" device was excluded). 

Below are the exclusion steps for each SmartThings app, depending on the one you are using:

For the SmartThings Classic App: 

  1. Tap the menu icon in your SmartThings app
  2. Tap Hub is online
  3. Tap Z-Wave Utilities
  4. Tap General Device Exclusion
  5. 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”
  6. While the app is searching for a device, click the Z-Wave button on the device 3 times quickly
  7. The app will confirm device exclusion
  8. Tap Done

For the new SmartThings app:

  1. Tap on your hub in the home page of the app 
  2. Tap the three dots in the top right
  3. Tap Z-Wave Utilities 
  4. Tap Z-Wave Exclusion
  5. While the app is searching for a device, click the Z-Wave button on the device 3 times quickly
  6. The app will indicate when the device is successfully removed. Tap Done

Once exclusion is completed regardless of which app you're using, try including the device again using the process shown here. If you're still unable to include your dimmer after exclusion, here are some other things to try: 

  • Try the exclusion process once more. Sometimes commands from the first run aren't registered correctly, so we find that multiple exclusion attempts can be helpful.
  • Try the inclusion process again, only this time instead of clicking the Z-Wave button 3 times, click it 4-5 times as quickly as possible.
  • Try adding a Z-Wave signal repeater (any non-battery powered Z-Wave device) between the RGBW Dimmer and hub to see if that helps communication. If you have a hand-held secondary hub, try using it to include the device.
  • And if you find that your device is connected but it's not responding to remote commands, take a look at these connectivity troubleshoots that have helped users in the past.

But if you're still seeing issues with the exclusion/inclusion process no matter what you try, please reach out to us! We're here to help.

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  • 04-Feb-2020
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