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. 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 half of the frame.
Next select Re-activate.
Verify the icons listed in the left window and at the Status field are green.
If WireGuard is active, return to the Management app and try creating the key again.
If the encoder is still offline, please proceed to Step 3 and restart services.
3. 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.
4. Unplug and reconnect the encoder. It will beep as it powers up.
5. Return to the STRATIS Management app and re-attempt making a key. DO NOT place the fob on the encoder until prompted by the Management app.
6. If your encoder is still failing, please obtain a screenshot and send to STRATIS Support. 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 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 (844-787-2847), option 2
Contact STRATIS if:
Your VPN stops working and you are not able to troubleshoot on your own.
Making a key or attempting any task in the Management app results in failure.
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 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
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