Why can't I see Z-Wave devices in Total Connect?

There are several possibilities why you may not be seeing your Z-Wave devices in the Total Connect 2.0 app. First, do you have "remote automation" setup with your Total Connect account. Most dealers will not enable the automation features unless the service is specifically requested. For example, when you first activated your Total Connect app maybe you did not have any Z-Wave devices enrolled yet. Generally, your alarm company will leave the TC automation disabled since they will be paying for a service that the customer will not utilize. If there is not a separate section in TC labeled, "Automation" and "Smart Scenes" you will need to reach out to your provider and request that they add this service. If you have a Tuxedo Touch and VAM you will need to provide the MAC and MAC CRC addresses in order to link these Z-Wave controllers to Total Connect. For Lynx Touch and Lyric panels, they can simply be enabled without any information from the customer.

Assuming that you have already enrolled in TC automation service the first thing to check is the local controller. In other words, verify that the Z-Wave devices are properly included in the panel. If you are seeing them on the panel locally the next thing to do is "sync panel data" in the Locations section on TC. This sync is only available on the web login: www.totalconnect2.com or the iPad app. It is not available on the phone apps. Honeywell VISTA panels require this manual sync; whereas the Lynx Touch and Lyric panels should automatically sync these devices. In any case, the best practice for ensuring that all your included devices are showing in TC is to issue this panel sync. On the web login, you want to mouse over the home icon in the locations section and click "edit." Then press "sync panel data." On the iPad app, just click on the bottom left home icon followed by "sync panel data." It can take some time for the sync to process. Then you should see "automation sync successful" in the event log.

If the automation syncs are failing we recommend reaching out to your alarm company so they can troubleshoot the specific issue with your panel. If they are succeeding but you are still not seeing all the Z-wave devices you will want to circle back to the panel. You can try excluding and re-including the device at the panel. Then sync again.

If you have devices that will not include at all just keep in mind that all Z-Wave devices are not compatible with all Z-Wave controllers. This concept seems counterintuitive. Quite frankly in a lot of ways it is. However it is a fact that you should keep in mind. Furthermore, Honeywell Z-Wave integration does not support sensors like motion detectors, door or window contacts and smoke detectors. It is strictly designed for automation devices like thermostats, door locks, lighting control and water valves. This means that none of the burglary and fire sensors are supported and only some of the control devices are supported. There is a Z-Wave device compatibility chart in the back of the user guides for each Z-Wave controller. This list does evolve over time so feel free to reach out to your monitoring provider for updated product listings.

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Hi Emma, When we posted that we meant that you could use a 3rd party system in conjunction with the monitored Honeywell system. For instance, if you had IP cameras that give you access to view the house remotely, you would be able to answer an alarm call from the central station on an alarm from your 21iP system and tell them your false alarm password and ask them to hold a minute while you check your camera feed to see if it's a real alarm or a false alarm. We don't sell these third party systems so we don't have specific recommendations but if you do some searching around IP cameras or video surveillance, I'm sure you'd find some good options.
Hi Sterling, In your response to Larry B., you stated, "There are certainly third party automation and camera systems that have no monthly fees that can be used in conjunction with a Honeywell alarm system ...." Can you tell us which third party systems work with a Honeywell Vista 21IP and Tuxedo WIFI? Thanks! Emma
Honeywell offers these extra features as add-ons to a base Total Connect 2.0 account because they want to offer the best possible price for someone that wouldn't necessarily use these features. If they lumped all the services into one plan, we'd have to charge more for a basic plan, even if someone wasn't using automation or video. With that said, there are certainly third party automation and camera systems that have no monthly fees that can be used in conjunction with a Honeywell alarm system and because we offer a tiered plan structure at https://www.alarmgrid.com/monitoring, a user is able to choose the right level of monitoring service for their system.
It is a shame that Honeywell Alarmnet has to apply incremental charges for every feature. While Z-Wave control might be occasionally useful from TC 2.0, the cost is not justified. I even question the cost of video. These are sunk costs for Honeywell so I do feel nickel-dimed.

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