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.

The Lenovo tablet must be connected to WiFi in order to log in and download door files. The tablet will store the audit information locally until you reconnect to your property’s WiFi.
Don’t create an Engage account for your property. Only use the account created for your property by STRATIS.
Locks must be named exactly as they are entered in the STRATIS system. A list of units is available in the STRATIS management app under Property Layout, or by request from pif@stratisiot.com.
If the lock continues to not show up in the list of scanned locks, lock the door from the inside and select Scan Again. If the lock shows after this step, it means the cam inside the lock has been installed upside down and will need to be reset. If after this step the lock still does not appear, please email help@stratisiot.support for assistance.
When writing keys with the MT20W you may occasionally see the error message Credential Write Unsuccessful. This can be fixed by upgrading your MT20Ws firmware to the newest version. For assistance upgrading the MT20W firmware please contact Allegion Support.
Smart keys that are written and receive this error message will work if you download new door files and program the locks the smart key is supposed to have access to. However, that is not how the system is supposed to work and upgrading the firmware will allow for no tour operations to resume.
Smart keys written with this error code will need to be returned in order to remove them from the lock's door file.

Support Contact Information

(Schlage) Allegion Engage Support

877-671-7011

For Control Locks

Option 2, Option 2, Option 2

For SPED Locks

Option 2, Option 2, Option 1

Contact Allegion Engage if:

You are having issues with your Engage account.
You are having issues with your MT20W and can confirm it’s an issue with the hardware.
You are having issued with your lock’s physical components.

STRATIS Support
844-STRATIS, Option 2

support@stratisiot.com

Contact STRATIS if:

You follow troubleshooting steps in this guide but are still having an issue with granting or revoking access.
You are having issues syncing STRATIS with your PMS.
You have issues that can’t be resolved by the steps in this guide which are clearly software-related and not hardware-related.