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 listed in the left window and at the Status field should be 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.
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2. If the encoder is still not online you can restart services.
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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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