Troubleshooting Offline Schlage Encode Locks in Operto

Troubleshooting Offline Schlage Encode Locks in Operto

If your Schlage Encode lock is offline in Operto, please follow these steps to resolve the issue:

1. Check Internet Connection: Ensure that the internet connection at your property is functioning properly.

2. Access the Schlage App: Open the Schlage app and navigate to the lock settings for the specific property.

3. Battery Status: In the app, check the battery status displayed at the bottom right. If the battery is low, replace it with a new one.

4. Unreachable Lock: If the lock status shows 'Unreachable', please skip to step 6.

5. Test if the lock is working via the Schalge app:

   1. Try locking and unlocking using the app. If this does not work, proceed to step 6.

   2. Attempt to add a new access code via the app (Access -> '+' button -> enter a name and code -> Save). Check if the new code works on the lock. If not, proceed to step 6.

   3. Ensure Operto is added as an Admin on the lock by going to Access -> Virtual Keys:

      1. Operto is not listed there, please add Operto with Admin rights:

         1. Go to Access -> Virtual Keys -> + button on top right

         2. Create a new Virtual Key using name: Operto and Access Level: Admin and press Continue

         3. Send the invite via email to support@operto.com.

         4. Reach out to Operto Support via email or Help Center and ask them to reconnect lock and repush codes

      2. If Operto is listed with Guest rights, change to Admin and contact support.

      3. If Operto is listed with Admin rights, please reach out to Operto Support for further investigation.

6. Soft Reset: If the lock fails the above tests, it may have lost connection to the local internet. Try a soft reset at the lock location:

   1. Remove/disconnect the battery pack from the lock.
   2. Quickly lock and unlock the unit 3x using the internal thumb-turn
   3. Reconnect/reinsert the battery pack
   4. Quickly lock and unlock the unit 3x using the internal thumb-turn
   5. Try testing the lock again (Step 5.1 and Step 5.2)

7. Hard Reset: If a soft reset doesn't resolve the issue, follow these steps for a hard reset:

   1. Ensure you have downloaded the latest version of the Schlage home app.
   2. Ensure you are logged into the app.
   3. Ensure your Bluetooth is turned on and not paired to another device.
   4. Tap the three horizontal lines in the top left-hand corner of the app
   5. Select Manage locks
   6. Delete the pre-existing pairing with the lock
      1. For Android, you will swipe the lock off the screen
      2. For IOS, select the red circle next to the lock name
   7. Confirm the lock has been removed from the app
   8. Complete a Factory reset on the lock:
      1. Take off the battery cover
      2. Press and hold the black circle reset button to the right of the thumb-turn on the inside of the lock. The LED will flash red. Keep holding the button until the LED stops flashing red (approximately 7 seconds).
      3. The LED will light solid blue when the factory default reset is complete. It may take up to 10 seconds before it lights.
      4. Your lock is now reset to factory defaults. If you are not confident that a factory reset was completed you can enter one of the default user codes. If the factory reset was successful you will see the bolt eject and retract from the edge of the door.
   9. Enter one of the 4-digit User codes located on the programming sticker onto the keypad while the unit is unlocked.
      • The unit should lock and unlock
   10. Tap the Plus icon with the lock symbol in the top right-hand corner.
   11. Locate the programming code on the lock or in the user guide the press continue.
   12. Scan the QR code on the inside assembly of the lock. For the manual option, enter your 6-digit programming code.
   13. The app will ask if the lock is installed,
       1. If the lock is not installed, then follow the installation steps.
       2. If the lock is installed, select “Yes, lock is installed” to skip installation instructions.
   14. Gently press and release the inside pairing button when prompted. Do not hold down the button or the lock will reset. You can quickly press again if the lock doesn’t flash blue with the 1st press.
   15. Select a 2.4 GHz network and enter your Wi-Fi password to the Schlage Home App.
   16. Pairing is complete when you create a name for the lock and a new user code.
   17. Test the lock (steps 5.1 and 5.2).
   18. If successful, re-add Operto with Admin rights (step 5.3.1)