Sometimes even the new in the box device has a previous controller ID loaded in it, either because it was returned or more commonly because it was connected to the test network at the factory. It happens.
Even More often, though, what happens is that an initial pairing attempt fails but does manage to partially update the controller information, and from then on no new pairing attempts will succeed until that controller information is cleared.
Doing a general exclude is one of those troubleshooting steps that is almost always recommended since it can’t hurt anything and might help.
https://support.smartthings.com/hc/en-us/articles/200878314-How-to-exclude-Z-Wave-devices
When you add a lock, the lock needs to exchange an encryption key with the hub. This often requires having the hub very close to the lock (“whisper distance”)
With most of zwave, if you were too far away to exchange the encryption key, the lock just won’t pair.
Schlage is unusual in that it will go ahead and pair even if the encryption key is not exchanged. This ends up with the a device which shows up on the things list but which cannot be controlled. This is why you see so many threads in the forums on “help, I can’t get my Schlage lock to Work.”
The best thing is just to start by doing the general exclusion and then use the following instructions: