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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
Encoder Troubleshooting
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If your encoder’s operations are failing:
Unplug the encoder.
Reconnect encoder. It will beep as it powers up.
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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.
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
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middle of the
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page. The button will change to Re-activate.
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Click Re-activate.
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Check and see if the encoder is online.
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3. Verify the icons listed in the left window and at the Status field are green. The icons resemble a green shield with a white checkmark.
If WireGuard is active, return to the Management app, then try creating the key again.
If the encoder is still offline, please proceed to Step 4 and restart services.
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4. 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
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Restart.
5. Unplug and reconnect the encoder. It will beep as it powers up.
6. Return to the STRATIS Management app, then re-attempt making a key. DO NOT place the fob on the encoder until prompted by the Management app.
7. If your encoder is still failing,
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please obtain a screenshot, then send to STRATIS Support.
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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
Having If you experience difficulty accessing Community usually means something is wrong with the Community, most likely the issue is related to your VPN. Follow the steps listed above for Encoder Troubleshooting in Step 4 to reconnect your VPN.
Community has a privacy setting for deadbolt locks. When turned on, a Resident resident can physically enable privacy mode on their lock. This can prevent keys and mobile keys from properly working on that lock. The preferred way to go around this is to use an emergency key, created in Community, to access that lock.
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STRATIS Support
844-STRATIS (844-787-2847), option 2
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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.”
Keyscan Access Control
For any keyscan issues, it’s best to contact your integrator first. That integrator They may be able to solve your issue on their own, and will have the ability to contact Keyscan if there truly is an issue that requires escalation to Keyscanresolve the issue and can work with Keyscan if necessary.
We also recommend the following video, which may be helpful in troubleshooting certain issues.
Keyscan Youtube Tutorial Channel
https://www.youtube.com/user/KeyscanACS/videos
Contact your integrator if:
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dormakaba Community
If you have one of the following issues:
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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