Troubleshooting and Best Practices

1. WiFi Issues

2. Registration Issues

3. Battery Drain Issues

This article is dedicated to our troubleshooting techniques and best practices. Please email our support team for additional information on a specific issue: support@remotelock.com

WiFi Issues

If you're experiencing issues with your lock's WiFi losing connection, disconnecting on a regular basis, or losing all connection and going offline, please try the following.

(please note, these steps will depend on the specific model of your lock and it's Wake Wi-Fi settings)

  1. If a lock misses a heartbeat interval due to lack of wifi 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. Press the lock button to see if that triggers a response from the lock.
  3. If you have a 6i lock, press the internal lock button
  4. Enter *411* on the keypad to attempt a connection to WiFi.
  5. Restart the Wi-Fi Access Point and Router.
  6. If you are not at the lock to physically wake wifi and get the lock reconnected, you could attempt to remotely restart your WiFi router to reestablish the connection with the lock. This will likely require you to contact your internet provider to specify the process to restart the router remotely.
  7. Pull a battery for a full 30 seconds before replacing.
  8. 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.
  9. 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?
  10. Has there been any physical damage to the lock? Damage to the cap or shoe that covers and connects the WiFi antenna? Do you see any exposure to moisture or corrosion growing in the battery bay?
  11. Is the WiFi network up and running with appropriate speed?
  12. Have there been any changes to the network SSID or password? If so, you will need to re-provision the lock to your WiFi network.
  13. 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.
  14. 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).
  15. If there are duplicate SSIDs, confirm that the MAC address associated with the SSID corresponds to the Wi-Fi Access Point.
  16. 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.
    1. 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.
    2. 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.
  17. There are many consumer devices that use 2.4 GHz frequency and they can interfere with the Wi-Fi signal. Turn off those devices if you encounter connection issues. Here are some products that may use 2.4 GHz frequencies:
    1. Bluetooth devices
    2. Baby monitors
    3. Cordless phones
    4. Walkie Talkies
    5. Remote control toys
    6. Wireless video and audio equipment
    7. Microwaves
    8. Wireless keyboard and mice
    9. A neighbor’s Wi-Fi Access Point can also be a source of interference. A Wi-Fi analyzer App can identify interference. If Wi-Fi interference is identified, change the Wi-Fi channel.
  18. Check Router Network Settings. A router firewall may have high security or parental controls configured, and these settings may block some required network ports for the device. The following network ports should be opened/whitelisted on your router:
    1. 80
    2. 443
    3. 53
    4. 55055
    5. 55056
  19. Are you sure your network can support the number of devices currently connected (has the IP allotment for the internet been reached)?
  20. If all else fails, use code 312 to forget the network and re-provision the lock. This information is available in your specific lock's manual.
  21. If your WiFi 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 wifi to the new router.
  22. Please see our WiFi Connectivity Best Practices article for even more infomration pertaining to distance between router and lock and wifi received signal strength

Additional WiFi Questions and Answers: 

Hiding your SSID - SSID could be hidden only after provisioning the lock but will need to be exposed for the initial connection. 

Can the locks handle AES encryption only? - WPA2 encryption is what we currently use. TKIP/AES:CCMP for encryption is okay too.

Registration Issues:

Problem: Serial number has already been registered error

Solution: If you receive this error during registration, please contact support by emailing support@remotelock.com and provide a screenshot, screengrab, or image of the MacID that is being beaconed from the lock.

To provide a screenshot of the MacID, go to your phone or computers settings tab > WiFi tab > and make sure WiFi is turned on.

Next, you'll identify the network being beaconed by the lock. The network will start with "RemoteLOCK-", followed by the Mac ID and will look something like this:

macidbeaconnetwork.png

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Problem: Receiving the message: "serial number is invalid" during the registration process.

Solution: Please connect your lock to wifi before attempting to register in the portal.

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Problem: Receiving Error 2 during the connection process.

Solution: Connection timed out. AP didn't respond in time, check network, restart router and try again.

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Problem: Receiving Error 5 during the connection process.

Solution: Not authenticated via 802.11 or failed to associate with the AP. Typically bad security settings or Enterprise mode. Restart router and try again.

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Problem: Receiving Error 12 during the connection process.

Solution: If you receive this error during connection, please contact support by emailing support@remotelock.com as your lock could require a software of firmware update.

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Problem: I don't see a network starting with RemoteLock-XXXX when I view available networks.

Solution: temporarily pull a battery from the lock. This will power cycle the lock and broadcast the network for another 8 minutes. If you still don't see a network, enter the following on the keypad: 123456, 320, # (Please note, if you have a 5i model, press the LOCKSTATE button instead of #).

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TIP: Make sure there are no network restrictions that might prevent the lock from connecting.

TIP: If you get an error message: "The Wi-Fi network "Remotelock-6c0b84XXXX could not be joined." Remove a battery, wait 10 seconds and then put the battery back in, now try connecting again. The network should broadcast again after this power cycle.

TIP: There are 3 types of Account plans: Basic, Premium & Pro. Each offer additional options. You can always upgrade your account later. Once you have chosen an account plan, you will enter your credit card details. After registering multiple locks in the portal, the subscription will update automatically. Additional information is available in our Pricing and Billing articles.

TIP: The serial number associated with your lock contains zeros, not the letter O. If you forgot to take a note of the serial number, it is included as a sticker on the box and is printed on the reverse side of the keypad or behind the battery plate. 

Battery Drain Issues

  1. Are you using a 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 located on the interior of the backplate has not come in contact with 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%.

Please contact support if you discover an issue with your lock or have performed the troubleshooting steps above and still need help. 

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Comments

3 comments
  • Ok..but what if brand new out of the box...your lock does not make a wifi signal for initial set up. This lock does not do anything when the batteries are installed..they are brand new batteries, I have checked the cables...it fired up one time, then got stuck trying to access my WiFi...i canceled the set up with the cancel button. The the "remotelock" wifi ssid disappeared...so i took out the batteries and made breakfast because i was frustrated. Came back 45 minutes later and but the batteries back in...nothing, no green blinking light no red flash...nothing. Buttons completely unresponsive..i can't even use it as a lock. My third replacement lock for lockstate...and still no success.

  • Trip,

    Thanks for leaving this comment! Sorry for the issues that you have been experiencing with your locks. Obviously frustrating so I apologize. I spoke with Nick and he mentioned that he has been in communication with you regarding this. I believe he is waiting to hear back on a good time to give you a call to troubleshoot. So feel free to email him back.

    Thanks Trip and look forward to getting your issue resolved.

  • I had a professional locksmith install this lock 05/17/18 at a cost of $250.00, it worked flawlessly and the integration with Airbnb was working just fine until last month. It locked out my Airbnb guests on 06/28, I had to pay $175.00 to get the lock fixed, this happened again on 07/15/18 and my guests were once again locked out of my condo, this time since it was late in the evening, I had to book another condo for them at a cost of $193.00 and then pay $200.00 to the lock smith. My cleaner even tried to open the door both times with her key, but when she turned the handle nothing happened and the door would not open.

    I checked the status of my lock online and all the systems were good and working properly. I even tried to remotely open the door via the app, even though the app showed door was unlocked, the door still did not open. My guest informed me after he would enter the code, the green light would blink but still when the door handle was pulled, the latch did not respond. I am extremely upset that a lock which cost over $500.00 and is less than 2 months old has broken down twice. These lock issues have cost me $568.00 and I believe I should be re-imbursed for these expenses. I need to know why this keeps happening? And how to prevent it from happening in the future. I do not want to get a call in the middle of the night from a guest who Is locked out.

    You should send me a replacement unit since this unit seems to be defective.

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