How often do you troubleshoot digital locks?

Question

I'm wondering how often folks who are remote from a property end up needing to send someone to troubleshoot a smart lock.

I set up a smart lock on my STR location, and after the first guest using it, it ended up needing reset to the WiFi because it somehow lost connectivity. After being reset again, it worked for a few days of someone's stay and it's down again. It worked fine for the two weeks I was there right after it was installed. It's quickly becoming a "dumb lock" because I can't add new access codes remotely when it's down.

Just thought I'd see what others are experiencing.

Erik Stenbakken · Answer

We have Schlage Encode on several. The LOCKS work fine. It's the WiFi that'a a pain in the arse. The locks generally connect to the Wifi after an outage ok. However…

DON'T USE AMAZON BATTERIES in the Schlage.

We had issues in one of ours and it would NOT behave right. Straight from Schlage … they told me not to use Amazon batteries. Swapped them out and … like magic, it worked again. Crazy. I do not know the magic. I just don't use Amazon batteries in them any more! Good luck!

Nancy Bender · Answer

I use 3 Schlage Encodes, two are no issue unless a housekeeper unplugs the wifi (which has happened a few times for whatever reason), but my third one I just can't get to connect lately so everyone has been getting the default code. And yes, I do have a lockbox too. The biggest problem I have is being absolutely unable to get anyone from Schlage on the phone to walk me through what to do. They will finally call be back hours later when I am no longer at the location. They can do only so much if you are not there with the lock. Extremely frustrating!

Jean H. · Answer

@Pita Cula It sounds like a wifi issue, rather than a smart lock issue. Maybe add an extender between your router and the lock and program the lock to the extender and see if that helps.

Riley Lucchesi · Answer

I agree with all of this. The only smart lock brand I’ve had a problem with is Yale. Went through 4 assure locks and they gave me problems every time. Also with my rental in Lake Tahoe, CA, the cold causes the batteries to die every 3-4 months. Schlage ALL DAY

Joe Splitrock · Answer

Go buy a Schlage Encode that is directly wifi connected. That is what we use at our STR and our home with no issue.

The Yale assure is a mesh device that needs a wifi bridge. It should work, but you have an extra device in the middle so if the lock loses connectivity to the bridge or the bridge loses connectivity, you lose connection. I am not a fan of mesh devices unless it is security system sensors or other low data devices.

Persa Z. · Answer

@Nancy Bender thank you for sharing your experience!

Adam David Graning · Answer

@Pita Cula haven’t had any issues with our Schlage encodes on our STRs. You might have a WIFI issue or perhaps you should try a different brand of locks.

Persa Z. · Answer

Thank you both, @Joe Splitrock and @Riley Lucchesi; seems like I should give that lock a try! Interesting to hear accounts of other folks having issues with the lock I have; I see complaints on Google but it's always hard to know how common the problems are. Remote lock management seems to come with its own bag of possible issues. I think I'll set up the Encode lock at home and do some hard testing on it before sending one to be installed.

Persa Z. · Answer

@Joe Splitrock It's a Yale Assure with a Yale Wifi Bridge, connected to a COX router. The WiFi bridge reports strong wifi and bluetooth connections - it appears it's the lock itself that has lost its connection to the bridge. Googling around, it seems this lock with the August module does have these issues. Last time I paid the handyman $85 to go troubleshoot it, and it turned out that popping the batteries out and in "reset" that connection to the Wifi bridge. It's gonna get quite expensive to keep doing that. I'll be sending a different lock brand and getting this one back in my hands for further troubleshooting to figure out whether the lock itself is a dud.

Thankfully I had a backup plan and had created backup codes. I dislike that while I can't communicate with the lock, they are basically "forever" codes until I can delete them.

Joe Splitrock · Answer

What brand of lock are you using and what brand/model of wireless router? It could be the lock itself or it could be the wifi signal. If the lock doesn't have good wifi connection, it could be dropping connection for that reason.

My lock rarely looses connection. It has happened when someone unplugs wifi.

One pro tip. Proactively program in several extra access codes. These are helpful in a pinch to give out to someone. That way it is never an emergency.

How often do you troubleshoot digital locks?

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