Troubleshooting and Support

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.

NCoder Troubleshooting

General NCoder Tips and Information

It’s crucial that the NCoder is not plugged in via USB connection. Doing so triggers a mode where smart keys will only be successfully written through SPACE. Your NCoder must be plugged in via ethernet cable to register as online. This is the only way that smart keys and mobile keys can be written in STRATIS.

Even though granting a mobile key won’t involve putting any kind of physical object on your NCoder, the NCoder must be plugged in for the writing of mobile keys.

Circular smart keys tend to work more reliably if their sticker is facing up when placed on the NCoder. Sometimes the smart key’s sticker is on backwards, and you may have to try making smart keys with the smart key in various orientations.

Leaving smart keys on an NCoder for extended periods of time can cause read issues with that smart key. Don’t leave smart keys on your NCoder when not in use.

Receive “Encoder failed to write to key” Error

The smart key may not placed in the correct position on the NCoder.

Place the smart key on the illustrated symbol on the front of the NCoder and select Make Key again.
Confirm that your NCoder’s lights blink when you attempt to write the smart key. Color doesn’t matter. The lights can flash red, yellow and/or green.
If there are no lights blinking, this indicates an issue with the NCoder connection. Open the program on your computer’s Desktop called Prepare-Stratis.exe.
If this still doesn’t solve the issue, try writing the smart key in ProAccess SPACE.
1. If your NCoder does not work in SPACE and the situation is urgent, you may make smart keys through USB mode directly in SPACE.
2. If your issue doesn’t resolve, contact STRATIS Support.

No SALTO Doors Show Up In the Mobile App

Verify that your NCoder is plugged in via ethernet, not by USB connection, and that when attempting to make keys you see flashing lights.

If both of these are correct, contact STRATIS Support.

Timeouts When Attempting to Write a Smart Key

Confirm that the WireGuard Tunnel is Active and that the data is being sent over the tunnel. If the tunnel is not active, select the Activate/Deactivate button.
Confirm that the data Received/Sent is increasing over time. If not, open the program on your computer’s Desktop called Prepare-Stratis.exe .
If the Data Received and Data Sent are increasing, but you still can’t make smart keys, open the program on your computer’s Desktop called Prepare-Stratis.exe . Running this program multiple times can’t cause any damage or undesired actions.
If these steps don’t resolve the issue, contact STRATIS Support.

Support Contact Information

If you have an issue or error, first contact STRATIS support. If contacting SALTO is necessary, we’ll do that on your behalf.

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