Device Registration Issues - Troubleshooting and Self Help

For a step by step on how to register your device, please see our device registration article.

Note:  Devices can be registered either through the web portal or the mobile app. Most of the registration error messages will only appear when attempting registration through the RemoteLock web portal. When registration is attempted via the Mobile App, these error messages may show less detail and an “Aw Snap” or “Oops, Something Went Wrong” message with out insight as to why.

Registering through the web portal will give a more specific error message, like the ones outlined below. 

  • “Serial Number Invalid”
    • Typically occurs when the lock has not been connected to WiFi prior to attempting registration 
    • If you have connected your lock to the WiFi already, then the issue may be due to the serial number being incorrect or missing a digit. 
      • RemoteLocks have 15 character serial numbers- make sure your serial number is not any shorter or longer than this. 
      • RemoteLock serial numbers do not contain D’s or O’s-- if you see either of these characters, it is a zero (0).
    • The only devices that can be registered directly through the RemoteLock dashboard/portal itself are RemoteLocks.
      • If it is a different brand lock that is compatible with our software, there will be a different process for registration depending on what model your lock is. 
      • See the Vera or August articles for more detail. 
  • “Serial Number Already Registered”
    • This means your lock may be registered on an existing account
      • Confirm that the serial number you are entering is correct
      • Follow the Serial Number Confirmation process noted below to make sure the serial number printed on your sticker is valid and accurate. 
      • If you continue to have issues, we are here to help! Contact Support
  • Serial Number Missing a Character(s)
    • RemoteLocks have 15 character serial numbers- make sure your serial number is not any shorter or longer than this. 
    • RemoteLock serial numbers do not contain D’s or O’s-- if you see either of these characters, it is a zero (0).
    • If you conclude that your serial number is missing a character, follow the Serial Number Confirmation process noted below to confirm the complete and accurate serial number. 
  • Nothing happens or the page just loads when you click “Register”
    • Confirm that you are entering the complete serial number as printed on your sticker
    • Make sure that you have selected a location from the drop down list
      • The location you select for the lock must be chosen from the list of locations available. It cannot be manually typed into this field.
      • If you have not already added the location, please do so by clicking on the plus sign to the right of this field, or from the Locations tab. 
  • "Aw Snap" or "Oops, something went wrong" error
    • Go to your Billing page and confirm that you have an active subscription- if this page shows "Inactive", reactivate your subscription before registering.

 

Serial Number Confirmation Process

This process is used when you need to confirm the true serial number of your lock. Through these steps, you are able to confirm the lock’s true serial number by connecting your phone/computer to the lock itself which allows you to collect data from the lock’s WiFi board. This process only works on RemoteLocks. Here are the steps to follow:

 

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

2) Then, enter this on the keypad of the lock: PROGRAMMING CODE --> # (or LOCKSTATE) --> 320 --> # (or LOCKSTATE)

3) Now, 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, it may say something along the lines of "Connected. No internet available". That's fine. 

4) Now that you are connected to the RemoteLock network, DO NOT PROCEED WITH CONNECTING THE LOCK TO YOUR WIFI-- instead, open up a google chrome browser.

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

6) This is going to bring up a page full of data. Within the data, find the sequence in the first line that begins with "AC000W0...". This, with the 8 digits after it, is your serial number. Write it down for your records

7) Once you have retrieved the serial number, you can proceed with connecting your lock back to the wifi. 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, the connection is completed and you can register your lock on the EdgeState portal using the lock's true serial number


Our Support Team is here to help you with any issues you are having with device registration.

Feel free to contact support by calling 877-254-5625 or emailing us at support@remotelock.com

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