5 Messages
Smart locks all lose communication after 2.15.8.0 upgrade
After updating from 2.10.x to 2.14.x and again to 2.15.8.0 firmware, all 6 of my Smartlocks lose communication to the BaseStation. Also having frequent reports from the Keypad that it can’t communicate to the BaseStation. Locks will not respond to lock, unlock or calibrate commands. I tried resetting my BaseStation, which reverted me to 2.13.x and deleted all my devices, but that didn’t restore functionality. I reapplied 2.15.8.0 again and have added all my devices back in.
Accepted Solution
aminutolo
5 Messages
5 months ago
Good news. After removing all my locks again, I was able to perform a full reset (First, I performed a soft reset, then I held down the test button until all three lights blinked three times). I then performed another soft reset and added the devices back into the system. I was able to calibrate all the locks and they respond to actions initiated through the app.
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emily_s
Community Admin
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3.3K Messages
5 months ago
@aminutolo I know that you have already tried resetting your Base Station, but have you tried resetting your Smart Locks? I would recommend trying this to see if that helps the Smart Locks reestablish their connection. You can find the steps to reset the Smart Lock in the guided flow in this Help Center article.
Regarding the Keypad, how far away from the Base Station is it? This error could be due to environmental factors like range or physical/wireless interference, so bringing the Keypad a little closer to the Base Station should help ensure that the two devices can communicate. This guide in our Help Center provides additional guidance on troubleshooting the Keypad's placement.
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aminutolo
5 Messages
5 months ago
One thing to note. All of the locks are reporting status back to the base station properly. Communication from the locks to the base station seems to be successful. The issue is only occurring when the base station tries to communicate with the locks. Actions like cycling the lock (Unlocking or locking) or recalibrating the lock are what fail. If a lock is reporting calibrated, it displays the proper lock position in the app.
(edited)
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lance843
1K Messages
5 months ago
This is another reason I will not get the lock alone with the smoke detector, smart lock has way to many issues and smoke detector has to many false alarms, hope there is a big fix in it.
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