Can't Delete / Exclude Device

Migrated to the new app a couple weeks ago and now I can’t exclude or delete a device. The error given in the app is that “This device can’t be deleted because it’s operating normally.” Really? I’m aware it’s working normally, but I still want to exclude it and remove it to replace with something else. Just because it’s working doesn’t mean I don’t want to remove it. What kind of nonsense is this? So how do I exclude/remove a device now? Even the force remove doesn’t work.

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Similar problem here, after migration a switch appear offline and not working. Exclusion was not possible as switch was “offline”.
So add it again and its working with no problems, except that now I have “two” of them but one appears still offline. I’ve tried to delete it many times and nothing happens…

So tired of this crap. I just added 2 light switches and apparently that’s too much for the new app to handle as it completely reset my home screen that I spent way longer than I should have setting up. Now I have to go through and re-organize my damn home screen again…for the 5th time.

Such a piece of crap, and I’m sure I’ll get no response or explanation on how a basic feature should work but doesn’t. Just more excuses I’m sure, if there is even a response.

Same. Every day it’s a new “feature”.

I’m getting off topic here, but I’m going to rant while I can…

It’s the most un-intuative app I’ve ever used. And there’s some horrible apps out there.

Why can’t I turn devices on and off directly from the Devices page?

Why do I have to click into a device and then wait 45 seconds for it to “refresh” before I can do anything?

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Report it to

This happens if the device isn’t marked offline and I personally think it’s a bug since I should be able to force remove any device I want especially since device health isn’t close to perfect

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You can remove the device in the IDE (
You should first do a Z-Wave exclude, but doing so might be broken from the new app. You can also do it from the IDE at My Hubs -> View Utilities -> Z-wave Exclude.

(you can actually perform the Z-Wave exclude from any controller - not just the one the device is connected to. Here are some notes on that)

@RBoy Yeah reporting it to support is like reporting it to a brick wall. I already have a case open for another issue for 1 week that was “escalated" and I was supposed to hear back about but still have yet to hear anything.


@jlv Yes, I know I can remove from IDE, but doing an exclude is the proper way to do it to avoid possible issues. If the exclude doesn’t work then a force remove should be fine. But when you can’t do either of them from the app that I was forced to migrate to it just doesn’t make any sense.

In addition, if there is a bug or exclude is broken in the app, then why make everyone migrate to something that’s either broken, not ready, or half-assed? Or, why not let everyone know (published) that hey this doesn’t work but here’s a work around. I know that won’t happen though since they don’t care about support anymore.

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But do do it since it racks up the reports and then they prioritize it. I know it’s frustrating (I’ve been doing this for 8 years) but it does help. They don’t monitor this forum, the tickets are reviewed periodically.

Ok… I had the same problem. Got a lock, it doesn’t work, can’t delete it because it’s working normally. lol… no it’s not! It’s dead!

Which gave me the “solution”. I made a new room called “Dead Stuff”. Then I renamed the lock to “Dead Lock”. Finally I moved the dead lock into my Dead Stuff room. Which is essentially what actually happened. It’s in a box in the basement with all the other dead stuff I own.

You’re welcome! :slight_smile:

was there ever a solution to this?.. I’m moving to home assistant on a nortek controller… I have 3 of my locks moved over, but one left, which is causing me grief.

Can’t even get the door lock to get into exclude mode.

…then nothing… just blue keypad.

trying to force delete from smartthings fails and tells me the device is not functioning correct. however it will still lock/unlock it with no issues.