Have you tried using the Habitat phone app? zwave tools smart start? Might help should work the way you're describing though. Also make sure your zwave radio is turned on and if there's a zwave update apply it.
It's possible you have a bad Z-Wave radio, though it is rare. Do you have any other known working Z-Wave devices you can try as a test?
One thing you can try that I don't see listed is a general exclusion. Instead of "Start Z-Wave Inclusion," use "Start Z-Wave Exclusion," follow the directions to put the switch in exclusion mode, and wait for the hub UI to say "Unknown device excluded." A factory reset of the switch should also erase its memory of Z-Wave inclusion, but some older GE (I think?) models were weird about this, so it can't hurt.
For that matter, you may also wish to specifically follow the process, likely the same as exclusion, for putting it into inclusion mode before step 2 in your writeup above. Many will default to this after reset or when powered on for the first time, but it usually can't hurt.
So I have performed exclusions multiple times. Hubitat never says anything about excluding unknown devices.
I have also put the Z-Wave into inclusion mode before starting the Z-Wave add and after the Z-Wave add.
I have verified that the Z-Wave radio is turned on.
I see no Z-Wave updates listed. Not sure where I would see that other than on the Z-Wave utils page.
I have tried doing the add of the new switch from the web UI and the Phone UI with the same negative results.
This is actually my second hub and my first arrived dead.
Now, for some very strange reason, the phone add cannot connect to the hub, yet I can connect to the hub through the web ui. My phone is connected to my Wifi and I have re-booted my phone.
Gotta say NOT IMPRESSED IN THE LEAST. I so want to make this thing work and so want to get away from Cloud based actions (ie: SmartThings).
Thanks for submitting the case. We have reviewed your hub's engineering logs and it appears that your hub and the Z-Wave radio are functional and working as expected. Do you happen to have a different device that you could try to see if you can include it? We see no indication that your hub is experiencing any systematic problems.
So I just responded to the support email. I submit that there is something wrong with ether my Z-Wave radio or the hub in general.
I took a brand new, out of the box switch. Attempt to connect to Hubitat, Nothing, it did not see it. Nothing.
I then took that same switch over to my other house and was able to connect it to SmartThings.