Guide for Staff

Any time that you or a Resident experience an issue with mobile unlocking of a unit lock, your first step should be to check that that Resident or Staff person has appropriate access in the STRATIS Management App. If access is correctly granted, you should next check that the lock in question has both the most up-to-date firmware via the lock’s manufacturer, and adequately powered batteries. Our guide encourages your Residents to reach out to you to check their battery or firmware status if other basic troubleshooting steps fail them. Check both of these for that particular lock before contacting STRATIS support.

App Login Errors

If a Visitor or Resident can’t see units or devices, you’ll need to:

Make sure that you’ve granted the individual access to that particular unit.
Check that the individual has activated their account. If not, resend the activation email.
If the individual has recently changed their phone number or bought a new phone, check that management has reset their device in the Resident Panel of the Management App.

If a staff user can’t see units or devices, you’ll need to:

Make sure that you’ve granted the individual access to that particular unit.
Check that the individual has activated their account. If not, resend the activation email.
If the individual has recently changed their phone number or bought a new phone, check that management has reset their device in the Resident Panel of the Management App.

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. In many cases, if something isn’t working, we recommend confirming a data or Wi-Fi connection to the user’s phone as a first step.

For Schlage Locks:

Schlage and Chirp locks are especially dependent on data and Wi-Fi connections as they don’t operate on Bluetooth.

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

For Brivo Locks:

Brivo access varies by property - each property chooses to set their unlocking to operate on either Bluetooth or pulse to cloud. Depending on which you choose, your users will experience different issues and require different troubleshooting.

For SALTO and dormakaba Locks:

Salto and dormakaba locks require a solid data or Wi-Fi connection when opening the Mobile App only. As long as the app is opened and your unit is loaded, further unlocking within that unit can happen without additional Wi-Fi or data connection.

Lock Not Granting Access

Note that these steps don’t apply to Brivo or Chirp access points, which are hardwired and always available as long as there is a consistent internet connection. If you’ve made a smart key for a Resident or a staff user and that smart key is not resulting in access on its designated dormakaba, Schlage, or SALTO lock:

Confirm that the smart key was successfully made in the Management App. You should have seen a confirmation message after the smart key was made.
Try the smart key on the door.
If the smart key fails, bring it back to the property office and read the smart key to ensure that it’s been written as expected.
Export a door audit report for the door relating to this access issue. If in the audit you see that the key is not meant to work on the door, you’ll need to reprogram the door. Door file corruption can occur from inconsistent door touring. How you reprogram the door will depend on your lock type. Instructions for this can be found in your Management App guide.

Locks Not After Logging In

For all locks:

Make sure that the staff user’s phone is connected to data or Wi-Fi, then check the phone’s settings and clear their Bluetooth cache.
- Clearing Bluetooth Cache:
  - Android:
    - Go to the Settings on your Android device.
    - Select Application Manager or Apps (Depends on the Android OS)
    - Click the 3 dots in the top right corner and select All System Apps.
    - Scroll and tap on the Bluetooth app.
    - Stop the device’s Bluetooth app by tapping Force Stop.
    - Next tap Clear Cache.
    - Restart the phone
  - iOS
    - Turn off Bluetooth and restart the phone
Locks may also momentarily disappear or be replaced by other locks within range if you stay on your dashboard for an extended period of time. Drag down on your screen to refresh and be sure to connect to the correct lock as it appears.

For Chirp Locks:

Ensure that the user is active within STRATIS and actually has access to these Chirp APs.
Check to see if the user has been synched to the Chirp system. Superusers can navigate to Chirp section of Mgmt App > Manage Chirp Users and make sure that the Resident has been synced to Chirp AND that they have an active user role.
1. If NOT, escalate to Support Engineering.
2. Note: Residents are synced to Chirp automatically once they have been granted a key (mobile or hard) or a pin code. Staff users are synced to Chirp immediately upon creation of that staff user in STRATIS.

Control of Vacant Devices and Units

For all lock types, make sure that you’re in an area of good data or Wi-Fi connectivity before pulling down on your app screen to refresh the list or mobile key.

Note that for Resident security reasons, we do not allow any Property Staff member to see or control devices in occupied units.

If your property has IoT devices:

Locks will automatically show up in vacant units, but IoT devices must be explicitly selected in your Property Staff’s app to appear in vacant units.
In My Devices, locate and select the yellow filter icon.

When a Staff user logs in to the Mobile App for the first time, pop up explaining the filter tool will appear. The pop up won’t reappear in future.
In the new filter menu, select the devices you’d like to show up in your vacant units. Once selected, the appearance of these devices will persist across sessions as long as the user is on the same phone, as this information is stored on your actual phone and not in the cloud.

For dormakaba and SALTO locks:

SALTO doesn’t currently support vacant unit access. Access will need to be granted by selecting each specific unit manually, as the Any vacant unit option isn’t available for this lock type.

For Schlage, dormakaba, and SALTO locks:

Schlage grants staff access to all vacant units when vacant unit access is checked off, not just one unit. If you have hundreds of units, it may take extra time for the staff user’s mobile app to load all vacant units.

STRATIS Help Site