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.
2. Check WireGuard. Wireguard should open at startup but if you don’t see it:
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.
2. If the encoder is still not online you can restart services.
...
3. Unplug and reconnect the encoder. It will beep as it powers up.
4. 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.
4. If your encoder is still failing, contact STRATIS Support. STRATIS Support Engineering will be contacted if neededplease 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.
Community Troubleshooting
...
STRATIS Support
844-STRATIS (844-787-2847), option 2
...
Your VPN stops working and your troubleshooting does not resolve the issueyou are not able to troubleshoot on your own.
Making keys or performing an issue a key or attempting any task in the Management App app results in failure.
When making a key for a Resident, you encounter Attempting to make a key results in an “Unknown Error has Occurred.”
...
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:
...