Troubleshooting and Best Practices

1. WiFi Issues

2. Registration Issues

3. Battery Drain Issues

4. Installation Troubleshooting

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. 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. Setting a Heartbeat interval to "Always On" will only remain 'Always On' for 12 hours. After 12 hours of 'Always On' the lock will be set back to the default, 1-hour Heartbeat Interval. This is to avoid dead batteries causing lockouts. 
  4. Press the lock button to see if that triggers a response from the lock.
  5. If you have a 6i lock, press the internal lock button
  6. Enter *411* on the keypad to attempt a connection to WiFi.
  7. Restart the Wi-Fi Access Point and Router.
  8. 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 re-establish the connection with the lock. This will likely require you to contact your internet provider to specify the process to restart the router remotely.
  9. Pull a battery for a full 30 seconds before replacing it.
  10. 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.
  11. 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?
  12. 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?
  13. Is the WiFi network up and running with appropriate speed?
  14. 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.
  15. 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.
  16. 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).
  17. If there are duplicate SSIDs, confirm that the MAC address associated with the SSID corresponds to the Wi-Fi Access Point.
  18. 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.
  19. 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.
  20. 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
  21. Are you sure your network can support the number of devices currently connected (has the IP allotment for the internet been reached)?
  22. 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.
  23. 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.
  24. Please see our WiFi Connectivity Best Practices article for even more information pertaining to the 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.

Check out our WiFi Connection, Reprogramming, and additional Network Information article for even more information.

Registration Issues:

Problem: Serial number has already been registered error

Solution: You can attempt to find the correct serial number for your lock by following the following steps.

If you're receiving this error with in support hours, please contact support by emailing support@remotelock.com or calling the support phone number.

Please follow the steps below to find out your lock's serial number and then connect the lock to the WiFi. Please make sure you are standing right next to the lock for the duration of this process:

1) First, enter this on the keypad of the lock: PROGRAMMING CODE --> # --> 312 --> #

(if you have a RG / 5i model lock, please use the 'LockState' button instead of #)

2) Next, enter this sequence on the keypad of the lock: PROGRAMMING CODE --> # --> 320 --> #

3) Use a smartphone or laptop to check and see if there is a "RemoteLOCK" network available in your WiFi settings. Once you see this, click on the "RemoteLOCK" network to connect to it.

Note: Once you connect, you may see a pop up saying "Connected. No internet available". This is okay.

4) Now that you are connected to the RemoteLock network, open up a google chrome browser. If you were re-directed when you connected the RemoteLOCK network, please ignore this for now and continue to opening up a web browser.

5) In the browser bar, enter the following: 192.168.0.1/status.json -- then search or return.

6) This is going to bring up a page full of data. Within the data, find the sequence that begins with "AC00W00...". This, with the 7 digits after it, is your serial number. Write it down for your records.

7) Once you have retrieved the serial number, you can delete the "/status.json" from the browser bar and just search "192.168.0.1"

8) Once you search that IP address, it will pull up all of the local networks that you can connect your lock to. Click "Connect" next to the name of the router that you want your lock connected to, and then enter your router password and click "Connect".

9) Soon, you will get a message that says "Connection Complete" and you should hear the lock beep twice.

In some cases, you will get the connection complete message without hearing the beeps, or vice versa. Typically that is fine, your lock should still have connected.

10) Now that the connection is completed, you should be able to register your lock in the EdgeState portal using the locks serial number you wrote down in step 6 (above). 

If emailing support for a resolution, please 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 computer 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 the 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 software of firmware updates.

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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 offers 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. 

Installation Troubleshooting

Troubleshooting common 7i issues:

- If you are having trouble with your 7i autolocking: remove the backplate from the keypad and ensure that there are not any wires trapped (specifically the orange wire from the hub) as this wire being constricted could cause the auto-lock function to stop working appropriately. It can be easy to trap the wire when fixing the backplate if special care is not taken. 
 
- If you are noticing a 7i that won't open when entering a code. It is most likely an alignment issue and the spindle could be sticking. If there is any friction on the spindle, it could cause the lock to not open appropriately.

- Ensure the alignment insert is removed before finishing the installation. (this is a common mistake). Called out in step 7(G) here: 
 
- Ensure the wifi antennas are appropriately connected and have not received any damage during the installation. 
 

 

 

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