Troubleshooting and Support - dormakaba

Troubleshooting and Support

Encoder Troubleshooting

1. If your encoder’s operations are failing:

   1. Unplug the encoder.

   2. Reconnect encoder. It will beep as it powers up.

2. If your encoder is still failing, check WireGuard. Wireguard should open at startup but if you don’t see it:

   1. Open the Start Menu

   2. In the search box to the right of the Start button, and enter WireGuard.

   3. Open WireGuard.

   4. Select the Deactivate button in the upper half of the frame.

   5. Next select Re-activate.

   6. Check and see if the encoder is online.

      

3. If the encoder is still not online you can restart services.

   1. Open the Start Menu

   2. In the search box to the right of the Start button, and enter services.

   3. Right click on the service Community Client and select restart.

4. If your encoder is still failing, contact STRATIS Support. Support will escalate to STRATIS Support Engineering 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 last section of this guide, titled Supplemental Community Guide.

Support Contact Information

STRATIS Support
844-STRATIS, option 2

support@stratisiot.com

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/user/KeyscanACS/videos

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.

Contact one of the following:

• STRATIS Support

• Integrator

• RealPage Channel Partner