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Troubleshooting and Support

Please review the information in this article before contacting Support. Contact information is provided at the end of this article.

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.

      

3. 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.

4. If your encoder is still failing, contact STRATIS Support. Support will escalate to STRATIS Support Engineering if needed.

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• Your HH6 door programmer fails to program locks.

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

DO NOT CONTACT DORMAKABA DIRECTLY. THEY CANNOT PROVIDE DIRECT SUPPORT. Instead, please contact one of the following:

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