How are you including the lock? Did you do it through openHAB, or using the button on the Gen5 stick?
The reason I ask is that it’s very common for Gen5 owners to use the button, but secure inclusion must be done through openHAB due to the Network Security Key.
And as @Piotr_Bojko said, you sometimes have to have your lock and controller/server very close to each other for the secure inclusion to work.