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. 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.
2. 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 restart.
3. Unplug and reconnect the encoder. It will beep as it powers up.
4. If your encoder is still failing, contact STRATIS Support. STRATIS Support Engineering will be contacted if needed.
Community Troubleshooting
Having difficulty accessing Community usually means something is wrong with your VPN. Follow the steps listed above for Encoder Troubleshooting to reconnect your VPN.
Community has a privacy setting for deadbolt locks. When turned on, a 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.
For additional assistance with Community, please see the Supplemental dormakaba Community Guide.
Support Contact Information
STRATIS Support
844-STRATIS, option 2
Contact STRATIS if:
Your VPN stops working and your troubleshooting does not resolve the issue.
Making keys or performing an issue in the Management App results in failure.
When making a key for a Resident, you encounter “Unknown Error has Occurred.”
Keyscan Access Control
For any keyscan issues, it’s best to contact your integrator first. That integrator 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 Keyscan.
Keyscan Youtube Tutorial Channel
https://www.youtube.com/watch?v=Moa45drz828
Contact your integrator if:
Keys aren’t working with Keyscan.
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:
STRATIS Support
Integrator
RealPage Channel Partner
Add Comment