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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
Please review the information in this article before contacting Support. Contact information is provided at the end of this article.
Before You Begin
Please check these items first, as they are common causes of issues with dormakaba:
Verify that you don’t have multiple dormakaba encoders plugged into the USB ports of your laptop at the same time.
Verify that your encoder is configured to communicate with dormakaba by ensuring the ID number on the bottom of the encoder matches one of those listed under Device Management in Community.
Please use the USB cable that came with the encoder to connect it to your laptop. Do not mix the cable with others in your environment or swap cables.
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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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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