First exclude it, then include it
You’ve taken the brand new Z-Wave IoT widget out of the box and you’ve tried to pair it (the Z-Wave term is “inclusion”) but it just won’t include! Arrrghhh! The first thing to try is to exclude the node first and then try including it. Any hub can “reset” or exclude a Z-Wave device even if that device was previously connected to another network. Some manufacturers occasionally fail to exclude the device during testing so the device may already be connected to their test network.
Or you may have inadvertently included the device but the inclusion process failed somehow and the hub is confused. Excluding the node should reset it to the factory fresh state. Newer Z-Wave Plus devices (which have this logo on them) are required to have a way to reset them to factory defaults using just the device itself. Every device is different so you’ll have to refer to the device manual to perform a factory reset but if all else fails this should make the device ready to pair. Naturally having the hub physically close to the device being paired will also help though most devices can be paired from a distance.
Secure devices like door locks are particularly challenging to pair. First the secure device has to join the Z-Wave network, then the AES-encryption keys have to be exchanged and if that process fails (which it does on occasion), then you have to exclude and try the inclusion process all over again. Secure devices definitely want to be within a few feet of the hub during inclusion to ensure reliable and speedy Z-Wave communication.