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Troubleshooting and Support

Encoder Troubleshooting

1. If your encoder’s operations are failing:

   1. Unplug the encoder.

   2. Reconnect encoder. It will beep as it powers up.

2. If your encoder is still failing, check WireGuard. Wireguard should open at startup but if you don’t see it:

   1. Open the Start Menu

   2. In the search box to the right of the Start button, and enter WireGuard.

   3. Open WireGuard.

   4. Select the Deactivate button in the upper half of the frame.

   5. Next select Re-activate.

   6. Check and see if the encoder is online.

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2. If the encoder is still not online you can restart services.

   1. Open the Start Menu

   2. In the search box to the right of the Start button, and enter services.

   3. Right click on the service Community Client and select restart.

3. If your encoder

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1. is still failing

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1. On your desktop, locate the icon Prepare Aurora.

2. Double click the icon. No message will appear, but this will have triggered an update on your routing plan to ensure that your encoder is speaking directly to Keyscan.

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1. , contact STRATIS Support. Support will escalate to STRATIS Support Engineering if needed.

Community Troubleshooting

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• Keys aren’t working with Keyscan.

dormakaba Community
514-340-9025Contact dormakaba ifIf you have one of the following issues:

• Your HH6 door programmer fails to program locks.

• You’re unable to make emergency keys in Community.

Contact one of the following:

• STRATIS Support

• Integrator

• RealPage Channel Partner