If the gateway fails to add a device through the provided inclusion method:

  1. Remove the shade from any other networks it might be on (remotes, another hub, etc.) by doing one of the following:
    1. Through the app:
      1. While on the “Pair Your Device” screen tap the “Retry” button located along the bottom.
      2. This will take you to a page that states, “The gateway will now begin the un-pairing process.”
      3. While on this screen press and hold the programming button on the shade for about 3 seconds, until the button starts blinking green, and then release.
      4. The shade should jog after the programming button has been released; the shade has been formally excluded from its previous network.
    2. Through a remote:
      1. Standard or Plus Remote:
        1. Triple tap the programming button on the back of the remote in quick succession (less than 1 second)
        2. The LED on the front of the remote should alternate amber back and forth repeatedly for about 30 seconds.
        3. While the remote is alternating amber, press and hold the programming button on the shade for about 3 seconds, until the button starts blinking green, and then release.
        4. The shade should jog after the programming button has been released; the shade has been formally excluded from its previous network.
      2. Premium Multichannel Remote:
        1. Press and hold the menu button to get into the menu.
        2. Use the down arrow to put the cursor on ZWave, press and release menu to select.
        3. Use the down arrow to put the cursor on Exclude, press and release menu to select.
        4. The screen should then read “Exclude press device button.”
        5. While the remote displays this message, press and hold the programming button on the shade for about 3 seconds, until the button starts blinking green, and then release.
        6. The shade should jog after the programming button has been released, the remote should read “Exclude Removed #” (most likely 0). The shade has been formally excluded from its previous network.
  2. Once the shade has been formally excluded using one of the above methods, go back through the pairing process via the app, following the instructions on the screen.



If the gateway immediately reports “Inclusion Process Has Stopped” while trying to pair:

  1. Reconnect to the gateway to ensure the connection is live.
    1. Tap on “More” in the bottom right corner.
    2. Tap on “Gateways.”
    3. Tap on the gateway you are working with.
  2. Go back through the pairing process via the app, following the instructions on the screen.
  3. If reconnecting does not resolve, power cycle the gateway.
    1. Unplug the gateway for 45 seconds.
    2. Close the gateway app.
    3. Once the gateway is plugged back in and the LED has stopped flashing, re-open the gateway app.
  4. Go back through the pairing process via the app, following the instructions on the screen.


 


For additional support:

  • App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested,  
  • Email:  [email protected],  
  • Customer Service Team: 1-800-221-6352

Note: Responses could take up to 24 hours