Troubleshooting and Best Practices

1. If a lock misses a heartbeat interval due to lack of Wi-Fi connection or other interference, the lock will try to connect 5 minutes after the first miss, then again in 25 min, then 90 min, then 240 minutes, then 360 minutes. The lock will try 10 times at a 360 min interval until it will stop trying. At this time, the lock will remain offline until physically woken up or reconnected. 

2. Changing a lock's settings (including Heartbeat interval) will only update the lock's settings at the next heartbeat interval or the next time the lock comes online or wakes up / checks in. 

3. The Heartbeat setting does affect the battery life, so the recommended interval is 1 hr. Wake WiFi on User Action is recommended as well, this way the lock will wake up 24 times within a day and process any pending commands when someone touches the keypad; all while maximizing the battery life.  

4. Press the lock button to see if that triggers a response from the lock. 

5. Enter *411* on the keypad to attempt a connection to Wi-Fi 

6. Restart the Wi-Fi Access Point and Router. 

7. If you are not at the lock to physically wake Wi-Fi and get the lock reconnected, you could attempt to remotely restart your Wi-Fi router to re-establish the connection with the lock. This will require you to contact your internet provider to specify the process to restart the router remotely. 

8. Pull a battery for a full 30 seconds before replacing it. 

9. Is there an issue with the power cable? open the lock to ensure the power cable is still intact, has not come loose or been drilled through, does not have any damage to the cord or connectors, has a clean connection, and none of the pins have been bent or damaged. 

10. Try replacing the current batteries with new batteries. Is the battery voltage strong and all the batteries have life? Are you using name brand non-rechargeable batteries? 

11. Has there been any physical damage to the lock? Damage to the cap or shoe that covers and connects the Wi-Fi antenna? Do you see any exposure to moisture or corrosion growing in the battery bay? 

12. Is the Wi-Fi network up and running at an appropriate speed? 

13. Have there been any changes to the network SSID or password? If so, you will need to re-provision the lock to your Wi-Fi network. 

14. Depending on the environment, there might be multiple Wi-Fi access points available. It is important to ensure that the correct one is being used. 

15. Ensure the Wi-Fi Access Point is enabled for 2.4 GHz (802.11 B/G/N) communication and the phone or tablet is connected to the same SSID (Service Set Identifier). 

16. If there are duplicate SSIDs, confirm that the MAC address associated with the SSID corresponds to the Wi-Fi Access Point. 

17. A weak Wi-Fi signal can be a problem. Pre-checking the Wi-Fi signal level and quality at the location you plan to install the lock beforehand can help reduce wireless connectivity issues. 

        a. To check the Wi-Fi quality at the location where you plan to install your lock you can turn on the cellular phone or tablet Wi-Fi that is connected to the same network and ensure that the Wi-Fi signal and the data-rate are acceptable. 

        b. A bandwidth or speed-test App can be used to give a more accurate measurement of your internet connection quality. The performance of the speed test dependents on your internet service plan. 

18. Are you sure your network can support the number of devices currently connected (has the IP allotment for the internet been reached)? 

19. If all else fails, use code 312 to forget the network and re-provision the lock. This information is available in your specific lock manual. 

20. If your Wi-Fi signal is still weak or failing you may need to install another access point, range extender, booster or more powerful router. If you do install a booster or extended, please be sure to reconnect your lock's Wi-Fi to the new router. 

1. Are you using brand name, non-rechargeable, alkaline or lithium batteries? Make sure the appropriate battery type has been selected in the lock settings tab. 

2. Has any damage occurred to the lock? 

3. Ensure the green component board on the backplate's interior has not contacted any of the screws used to hold the lock to the door. Specifically, look at the middle screw you used (in the front of the lock behind the keypad of a 6i) to affix the backplate. Sometimes, if the incorrect screw was used to in the middle of the lock, it can put an indentation in the board causing power issues. 

4. Examine for other damage internally on the power cable, power ribbon, and other connections. 

5. Examine the battery house and bay to ensure the springs are attached appropriately and no damage, moisture, or other exposure has taken place to the housing. 

6. Be sure to set up battery life notifications to know when you'll need to replace your batteries and when they're running low. This is done in the notifications tab and the notification will be sent when the batteries are between 30%-40%.