I'm already frustrated! New to Z-wave technology. I finally have the hub attached to my mesh network. Now I'm trying to add a device, a Kwikset 620 smart lock. I have tried the SmartStart which just hangs at the 'adding' phase. So then I try to do manually doing Start Z-Wave Exclusion. It goes through the 'running' phase and then says there was a problem. Please exclude it or perform a factory rest on the device before attempting to include again. and then blah blah...how to build a solid Z-Wave mesh network. I have done the factory reset already. Still won't add. Is there a person I can speak to???
Hubitat does not offer phone support. Your best bet is here (or hiring a local or remote Z-Wave expert).
A factory reset of which device? The lock or the hub? I assume the lock, because it's quite difficult (and unnecessary) to do this with the hub, but it would be good to know for sure.
So...did you read that doc? 
It's a link.
But to tl;dr things and tailor it to your case, the first thing I'd do is check the table on your Settings > Z-Wave Details page. If you have no Z-Wave devices added, this should be empty. If it's not, you likely have many failed inclusion attempts from the lock and should try to remove them (use the "Remove" button, or "Refresh," wait a few seconds, then see if "Remove" appears). You could also reset the Z-Wave radio if you don't mind starting over for Z-Wave (or if this doesn't work and you don't have anything Z-Wave set up anyway), which is in another location someone can help if you find if you decide to go that route instead.
The next time you try to include: Z-Wave in general can be picky but locks particularly so. With at least older locks, some people have better luck getting the hub and lock close to each other, though your lock is likely new enough it doesn't need this. However, it still needs to be in range of the hub. If this is your only Z-Wave device, adding a repeater or two between the hub and device may be helpful, especially if you eventually plan to add any to your network (most powered Z-Wave devices like smart plugs/outlets, switches/dimmers, and C-wire thermostats are repeaters).
Otherwise, either classic or SmartStart inclusion should work. SmartStart might be easier nowadays (in the past, it was a bit finicky, but you seem to have figured it out). Between any failed inclusion attempt, try an exclusion before including again, and check your Z-Wave Details table above for nodes that failed inclusion and don't belong there, as I suggested above, since those phantom nodes can sometimes cause problems.
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Can you post your z-wave details page in it's entirety? Use windows snip... (also note, locks must pair with security enabled)
When I decide to attack it again I can. However, how do I ensure that security is enabled when I’m trying to connect it? Again, not familiar with zwave. Trying to follow directions but they aren’t clear.
If it prompts for security say yes. That said pair locks within 3 feet of the hub. A lot of them use a whispermode encryption to pair and they have to be next to eachother. But I'm sure by now you have a shiteton of ghosts which will prevent you from pairing anything. That's why I want to see your zwave details page. (the whole thing)
