WiFi Troubleshooting: Connectivity Issues, Reprogramming, and other Network information

If this is the first time connecting your lock to wifi please see our Connecting your lock to WiFi article and video.

Content: 

_______________________________________________________________________________________________________________

Reconnecting your Lock to WiFi

This process applies if:

  • Your lock has fallen offline and you would like to reconnect it to the same network
  • You changed settings in your WiFi network and need to reconnect your lock
  • You changed your modem/router and need to reconnect your lock
  • You switched Internet Service Providers (ISP) and need to reconnect your lock

If you have previously connected your lock to WiFi and there have been any changes to your network or router name, password, or SSID broadcast settings, you will need to reconnect your lock to the new or updated network. To do this, please follow the steps below: 

Please note - if you do not have a # key, you will want to use the Lockstate/Enter button instead. 

1) First, force the lock to reset its WiFi network by entering this on the keypad:

  • Programming Code --> # --> 312 --> #

2) Next, force the lock to broadcast its temporary "RemoteLock" Network by entering this on the keypad:

  • Programming Code --> # --> 320 --> #

3) Open the Wi-Fi settings on your smartphone or laptop. Find and connect to the RemoteLock network.  (Your lock broadcasts a temporary network that will expire after 10 minutes. To rebroadcast the network, repeat steps 1 & 2 above).

4)  Once connected to the lock's network, you will be presented with a list of available Wi-Fi networks. Select the Wi-Fi network you want to connect your lock to. You will need to know the password for that network. (Quick Tip: If you were not automatically directed to a list of available Wi-Fi networks, you can do so manually by typing 192.168.0.1 into your web browser's address bar while still connected to the RemoteLock network).

5) After you've selected the network, enter your password and click Connect. When your lock is connected, you'll see a success message and hear the lock beep twice. If you hear 2 beeps on your lock, but do not see the "Connection Complete" message, your lock has still successfully connected to your network. 

 

Where to locate your Programming Code:

  • Log into your portal account (connect.remotelock.com).
  • Click on Devices (at the top of the screen).
  • Click on the lock you need the programming code for, then click on settings (on the left-hand side of your screen)
  • You will find your current Programming Code, listed under Programming Code.

________________________________________________________________________________________________________________
If you are not sure whether or not your lock is currently connected to WiFi, please check the portal for the lock’s online/offline status. This is seen on the lock's information tile in the Dashboard or from the Devices tab.

mceclip0.png

mceclip1.png

If you do not have access to the online portal, you could check the lock’s connection status by entering the following command on the keypad:

  • Programming Code --> # --> 300 --> #

Please note - if you do not have a # key, you will want to use the Lockstate/Enter button instead. 

This command will 'Show WiFi Status'. Check to see if the lock is successfully connected to the internet based on these responses:

2 green beeps = successfully connected
1 green, 2 red beeps = in AP mode
1 green, 3 red beeps = no internet access
1 red, 1 green beeps = in Sleep mode
4 short red beeps = Disconnected / Error

________________________________________________________________________________________________________________

Errors When Connecting to WiFi

Problem: Receiving “Error Opening Page Hotspot login cannot open the page because it cannot redirect to locations starting with “imda:”

Solution: If you encounter this error, simply press OK and then proceed with the rest of the process as normal. If you are unable to get past this error, confirm you are still connected to the RemoteLock network in your WifFI settings, then open a mobile browser window. Enter 192.168.0.1 in the address bar. This will route you to the 'Select WiFi Network' page in order to complete the set-up process. 



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. If issue persists, move access point closer to lock.

------------------------------------------------------------------------------------------------

Problem: Receiving Error 4 during the connection process.

Solution: SSID not found. Ensure the router/access point is in range of the lock, move it closer if possible. Restart router and lock, retry.

------------------------------------------------------------------------------------------------

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.

------------------------------------------------------------------------------------------------

Problem: Receiving Error 6 during the connection process.

Solution: Incorrect key. Check WiFi password and try again. 

------------------------------------------------------------------------------------------------

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.

------------------------------------------------------------------------------------------------

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 do not have a # key, you will want to use the Lockstate/Enter button instead)

------------------------------------------------------------------------------------------------

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.

________________________________________________________________________________________________________________

Firewall Issues

Firewall issues often may display as "Error 5" when you are attempting to connect your lock to WiFi. If rebooting your router doesn't resolve the Error message, you may have a firewall issue. If you encounter a firewall issue that is preventing you from connecting your lock, please provide this information to your network specialists or internet service provider (ISP).

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:

80 - HTTP port
443 - For SSL
53 - For DNS resolution
55055 - UDP bi-directional
55056 - UDP bi-directional

If whitelisting a URL, please allow anything going to or coming from “aylanetworks.com”. Traffic is then done on the aforementioned ports.

Additional URL to Whitelist: https://api-field.aylanetworks.com/devicefactory/v1/devices/

________________________________________________________________________________________________________________

WiFi Connectivity 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 review 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.

 

Was this article helpful?
0 out of 1 found this helpful
Have more questions? Submit a request

Comments

0 comments

Article is closed for comments.