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. Ensure that you do not have a fob resting on the encoder. Fobs should NOT be placed on the encoder until prompted to do so in the Management app.
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Open the Start Menu
In the search box to the right of the Start button, and enter WireGuard.
Open WireGuard.
Select the Deactivate button in the upper half of the frame.
Next select Re-activate.
Check and see if the encoder is online. The icon Verify the icons listed in the left window and at the Status field should be are green. If you do not see the green icons, please verify the encoder is connected to your machine. If you still do not see the green light after verifying the device is connected, please contact STRATIS Support
If WireGuard is active, return to the Management app and try creating the key again.
If the encoder is still offline, please proceed to Step 3 and restart services.
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23. If the encoder is still not online you can restart services.
Open the Start Menu
In the search box to the right of the Start button, and enter services.
Right click on the service Community Client and select restart.
34. Unplug and reconnect the encoder. It will beep as it powers up.
45. Return to the STRATIS Management app and re-attempt making a key. DO NOT place the fob on the encoder until prompted by the Management app.
46. If your encoder is still failing, please obtain a screenshot and send to STRATIS Support. If you aren’t sure how to take a screenshot, click here for instructions if you’re on a PC or here if you’re on a Mac.
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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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