Troubleshooting and Support - dormakaba

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.

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 middle of the page. The button will change to Re-activate.

• Click Re-activate.

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.

Open

WireGuard Interface

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 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, please obtain a screenshot, then 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

If you experience difficulty accessing the Community, most likely the issue is related to your VPN. Follow the steps listed above in Step 4 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

support@stratisiot.com

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. They may be able to resolve 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

Aurora Set Up Tutorial

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