NZW37 Troubleshooting

First off, don’t panic! We’re here to help. If you can’t locate an answer below, feel free to contact us and we’ll try to walk you through any questions you may have.

NOTE: The biggest culprit of pairing issues is that the device is too far away from the HUB when initially pairing. If you are having issues pairing, move the device directly next to the HUB and try the pairing instructions again. When complete, you can move your plug to its final destination.

Ok, on to the troubleshooting!

  • I am unable to get my plug to pair to my Z-Wave enabled HUB.
    First, ensure that your plug is within recommended range (up to 100 feet of in-sight range of the controller). Try to minimize the amount of blockages between your device and the Hub.If you are within adequate range, the next thing you can try is to exclude your device first. This is mentioned in the Quick-Setup in Step 3 (click here for written/video directions). The purpose of this is to reset your device and allow it to be included later.
  • When I pair my device to SmartThings, it only shows up as one switch and I was expecting two. Is this normal?
    Yes, this is normal. What you need to do is add the, “Multi-Channel Control” SmartApp to “unlock” the other switches. Please click on the link below, to take you to the Quick Setup Instructions. Scroll down to Step 4 which will walk you through how to get all switches to show up.
  • When I pair the device, there are three switches present… is this normal? 
    This is completely normal and how the device was created. There will be the main switch and two endpoint switches. The current software has the switches set up the following way.Main Switch = Turns off the right-hand side outlet (if facing the outlet)
    Switch Endpoint 1 = Right outlet (if facing the outlet)
    Switch Endpoint 2 = Left outlet (if facing the outlet)Unfortunately, out of the box, the software was not programmed to have the, “Main Switch” turn off both endpoints simultaneously. However, there are workarounds, which can be found here:




  • Can I have the device shut off both outlets simultaneously vs just individually?
    Yes, please see above question and accompanying videos.


  • What Hubs/Gateways will this work with?
    This smart plug has been tested to work with Wink, Vera and SmartThings. In addition, HomeSeer, Staples Connect and openHAB have been user verified. If it does not work with your Hub, the Hub manufacturer has chosen to block certain capabilities as our product is Z-Wave certified.


  • Will this work with Alexa or Google Home?
    This will work with Alexa and Google Home, ONLY IF you have a Z-Wave Enabled Hub that works with Alexa (such as: SmartThings, Wink, Vera). It will not work with Alexa and Google Home if you do not have a compatible Hub.


  • I’ve followed the directions and still cannot seem to get my device to show all the switches. What am I missing?
    As a last resort, move your smart plug as close to the HUB as possible while pairing. There has been a known issue with Z-Wave repeaters in that they interfere with the pairing process. Move your device as close to a the HUB as possible while pairing and then once you are finished, you should be able to move your device to where you want it.