This page and all others on the help site will be retired in Q4 2024. Please refer to the new help site by clicking the Help icon in the top-right corner of the STRATIS Management application. 
Troubleshooting and Support
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The smart key may not placed in the correct position on the NCoder.
Place the smart key on the illustrated symbol on the front of the NCoder and select Make Key again.
Confirm that your NCoder’s lights blink when you attempt to write the smart key. Color doesn’t matter. The lights can flash red, yellow and/or green.
If there are no lights blinking, this indicates an issue with the NCoder connection. Open the program on your computer’s Desktop called
Prepare-Stratis.exe.If this still doesn’t solve the issue, try writing the smart key in ProAccess SPACE.
If your NCoder does not work in SPACE and the situation is urgent, you may make smart keys through USB mode directly in SPACE.
If your issue doesn’t resolve, contact STRATIS Support.
No SALTO Doors Show Up In the Mobile App
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Timeouts When Attempting to Write a Smart Key
Confirm that the WireGuard Tunnel is Active and that the data is being sent over the tunnel. If the tunnel is not active, select the
Activate/Deactivatebutton.
Confirm that the data Received/Sent is increasing over time. If not, open the program on your computer’s Desktop called
Prepare-Stratis.exe.If the
Data ReceivedandData Sentare increasing, but you still can’t make smart keys, open the program on your computer’s Desktop calledPrepare-Stratis.exe. Running this program multiple times can’t cause any damage or undesired actions.If these steps don’t resolve the issue, contact STRATIS Support.
Support Contact Information
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