Guide for Residents

App Login Errors

If you as a Visitor or Resident can’t see units or devices, you’ll need to contact your Property Manager.
The Property Manager will need to:

• Make sure that you’ve been granted access to your particular unit.

• Check that you’ve activated their account. If not, they’ll resend the activation email and you’ll need to click through to activate.

• If you’ve recently changed your phone number or bought a new phone, management will need to reset your device to your new number or phone in their Management App.

Lock Not Granting Access

For Schlage locks:

• If the lock blinks red for an extended period, it may mean that the phone and lock are out of sequence. Ensure that your phone has a solid Wi-Fi or data connection, and refresh your lock list in the app by pulling down on your app screen.

• If your phone is connected to other Bluetooth-enabled devices such as headsets (ex. AirPods), this may result in the lock taking longer to unlock or not being able to unlock at all. In this case, we recommend disconnecting your phone from the headsets, refreshing your lock list by pulling down on the app screen, and then attempting to unlock your lock again. 

• If you’re near several other Bluetooth devices (ex. other phones, tablets, etc. that are broadcasting Bluetooth signals), this may also result in the same symptoms as the above bullet point. Try turning Bluetooth off on the other devices and refreshing your lock list. 

For dormakaba locks:

• To use your app to unlock your unit lock, you’ll need to tap your phone or another piece of metal (standard brass keys, jewelry, etc.) to the unit lock to activate it.

  • Please note that:

    • Tapping should be done with your phone rather than a metal object unless you are not seeing a yellow flash on the lock.

    • The lock must be activated in the app prior to tapping.

    • Never tap if the lock appears as "loading."
      
      

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  • If your phone has a glass back, a thick case, or a magnet on the case, your phone may not be able to activate the lock. If so, try taking your phone case off or tapping the lock with the front of the phone screen facing the lock.

  • If taking the case off isn’t an option, use other pieces of metal like keychain rings, physical brass keys, jewelry, etc. 

• If you try to use your mobile key to unlock a door and see the message dormakaba unavailable, please contact manager, this likely means that the mobile key wasn’t successfully delivered to your phone.

  • Make sure you have a strong data or Wi-Fi connection

  • Pull down to refresh your dashboard in the app. 

  • If the first two steps don't resolve the issue, delete and reinstall the app. 

  • If the issue persists, contact your Property Staff. They will likely have to reissue a mobile key to you.

For dormakaba and SALTO locks:

• If the unlock button is visible, the unlock cycle could be completely offline. Try tapping the button on your screen, then putting your phone up to lock. 

• If the unlock button isn’t visible and shows other information like Loading or Contact property staff, this likely means that the key wasn’t created successfully. Contact your Property Manager.

For iOS users:

• We’ve received reports of unreliable unlocking for all Bluetooth locks when the user is connected to other Bluetooth devices like Airpods. The locks will populate on your screen, but tapping/swiping the lock to connect will show “BLE Timeout” as the error. If you see this error:

  • Disconnect your Airpods or connected Bluetooth device.

  • Force quit the Mobile App.

  • Turn your Bluetooth off, then back on.

  •  Reopen the Mobile App.

  • Check to make sure you have Wi-Fi or data connectivity.

  • Refresh your lock list by pulling down on the app screen.

  • Attempt to unlock the door.

If your smart key or mobile key is still unable to unlock your door, contact your property staff.

For all users:

• Having your phone connected to multiple Bluetooth devices at once, such as headphones and fitness trackers, will slow down your phone’s unlocking capabilities significantly. If your app is slow or stuck during unlocking, try disconnecting one or more of the devices connected to your phone.

• Your app may be working properly, but the issue may be your unit lock. Unit locks are powered by batteries. These batteries last a long time, but do occasionally need to be changed. Likewise, that lock may need a firmware update if the lock’s manufacturer has updated their firmware recently and your property has not yet pushed this update to your lock. Both of these should be done by your Property Staff, if other troubleshooting steps you try on your own fail, before contacting STRATIS for additional assistance.

Phone Connectivity

Phone connectivity can affect your phone’s ability to interact with STRATIS devices. Large properties might have strong data or Wi-Fi signals in some areas, but weak spots with poor signals in others.

For Schlage locks:

• Residents will be able to complete a single unlock if they’ve lost connectivity, until internet connectivity is restored.

For dormakaba locks:

• Ensure you have a solid data or Wi-Fi connection when you open the app. When you’re first granted a mobile key, a solid data or Wi-Fi connection is required to open the STRATIS Mobile App for the first time. As long as the app is opened, your unit is loaded, and you see a blue bar on your unit key that says Press and hold to Unlock, your mobile key will reliably work from that point on even if your data or Wi-Fi connection drops. 
  
  

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• Deleting and reinstalling the app, pulling down the dashboard to refresh your device and lock list, and logging out and logging back in will require a strong data or Wi-Fi connection until your mobile key loads in the app and the blue bar with the message Press and hold to Unlock appears.