This article is your go-to reference for troubleshooting when a lock is offline. You can find information here about reconnecting locks on the most popular residential and commercial lock management platforms, including Samsung SmartThings, Yale Access/August Connect, Ezlo/MiOS (formerly Vera), and TTLock.
Note for troubleshooting on all platforms: After each troubleshooting step, check the lock's status both in Lynx and in whatever app the lock is connecting through (SmartThings, Yale/August, MiOS, TTLock, etc). Once the lock is back online, follow the steps for Testing a Newly Installed Lock to confirm that the lock is online and functioning as expected. After the lock is online and responding normally, you can skip any remaining steps in the process.
Steps to troubleshoot an offline lock connected via SmartThings:
Actions
Step 1:
Check the device status in Lynx under the "Properties" tab.
When a lock is offline, both the Battery Level and Status indicators will be gray.
If the Battery Level is displayed and the Status indicator is green and says Online, but the lock widget says "Unavailable", the lock may be jamming. Learn how to troubleshoot Unavailable Locks.
If both the lock and hub display "offline" status, you'll need to bring the hub online before any additional troubleshooting proceeds. For the steps to do this, see our article on Troubleshooting: Hub Offline.
Step 2:
Replace lock batteries and wait for it to power up, then check the device status in Lynx.
Step 3:
Power-cycle the hub:
Unplug the hub's AC adaptor for at least 30 seconds
Plug the power back in
Wait for the hub LED to turn solid green again
Step 4:
Refresh the lock's Z-Wave module:
Remove a battery from the lock
Press a key or touch the screen to drain any residual power from the lock circuitry
Remove the green Z-Wave module from the lock (usually located immediately above the batteries)
Wait at least 30 seconds
Inspect the module and lock socket for any bent pins, corrosion, debris, or other signs of electrical issues
Replace the Z-Wave module in the socket
Replace the lock batteries
Allow a few minutes for the hub and lock to begin communicating
Check the device status in Lynx
Step 5:
Ensure you have followed the Do's and Dont's of Hub Placement and Setup:
The distance between the hub and lock should be 25 feet or less.
The green light on the front of the hub must face the lock, with a clear line-of-sight between devices.
Remove obstructions like furniture, appliances, or fish tanks/water tanks between the hub and lock. Ensure there are no walls or other obstructions in the line of sight - you must be able to see the green light on the hub from the lock.
IMPORTANT: Glass creates an obstruction to RF signals too! Ensure that you aren't trying to connect a hub and lock through a window, as this will disrupt the signal.
Do not place the Hub on top of or directly next to a Wi-Fi router or other RF-emitting device, as these signals can interfere with each other. Place the two as far apart as possible.
If none of these hub placement steps resolve the communication issue, you may need to order a Z-Wave extender/repeater or additional hub to boost the signal between hub and lock . For recommendations on when to use a repeater vs. an additional hub, see our guide at Understanding: Z-Wave Extenders.
Steps to troubleshoot an offline lock connected via Yale/August:
Note: This section will refer to the "Yale Access" app specifically, however you can also use the "August Home" app (also known as "August Connect" or "Connect by August") since these apps are just re-branded versions of the same software.
Actions
Step 1:
Check the device status in Lynx under the "Properties" tab.
When a lock is offline, both the Battery Level and Status indicators will be gray.
If the Battery Level is displayed and the Status indicator is green and says Online, but the lock widget says "Unavailable", the lock may be jamming. Learn how to troubleshoot Unavailable Locks.
Step 2:
Replace lock batteries and wait for it to power up, then check the device status in Lynx.
Step 3:
Refresh the lock's Wi-Fi Direct (WF1) module:
Remove a battery from the lock
Press a key or touch the screen to drain any residual power from the lock circuitry
Remove the black WF1 module from the lock (usually located immediately above the batteries)
Wait at least 30 seconds
Inspect the module and lock socket for any bent pins, corrosion, debris, or other signs of electrical issues
Replace the module in the socket
Replace the lock batteries
Allow a few minutes for the lock to reconnect to the internet
Check the device status in Lynx
Step 4:
Log into the Yale Access account with the Yale account credentials that the lock is paired under, and test for basic functionality:
Ensure that you are within Bluetooth range of the lock (generally about 10 feet or less).
Navigate to the location that the lock is paired under, and swipe left or right to locate the lock to confirm whether there is more than one.
Check for errors when you locate the desired lock - the app will usually prompt to fix any detected errors if possible.
Test the tap-to-lock button in the app, and confirm that the lock responds normally.
If you are unable to connect to and/or operate the lock through the app, ensure that the Bluetooth connection on your mobile device is active, and not connected to any other devices.
Force-close the Yale Access app, then toggle your mobile device's Bluetooth off for about 10 seconds. Re-enable Bluetooth, then reopen the Yale app and try the above steps again.
Step 5:
Use the Yale Access app to test the lock's Wi-Fi connection:
Navigate to the location that the lock is paired under, and swipe left or right to locate the lock to test if there is more than one.
Be sure to check for both the Wi-Fi signal level AND the network band display:
Wi-Fi signal levels should be -55dBm or higher (and remember, these are negative numbers, so closer to 0 is better). Lower values can drop further when the door is opened or closed, resulting in connection dropouts.
The "Network Band" value must ALWAYS be "2.4GHz". Yale/August locks will disconnect if the router switches frequencies, so you may need to reconfigure a property's Wi-Fi to provide a dedicated 2.4GHz network. See Understanding: 2.4 GHz vs 5 Ghz Networks for more details.
Steps to troubleshoot an offline lock connected via Ezlo:
Actions
Step 1:
Check the device status in Lynx under the "Properties" tab.
When a lock is offline, both the Battery Level and Status indicators will be gray.
If the Battery Level is displayed and the Status indicator is green and says Online, but the lock widget says "Unavailable", the lock may be jamming. Learn how to troubleshoot Unavailable Locks.
If both the lock and hub display "offline" status, you'll need to bring the hub online before any additional troubleshooting proceeds.
Step 2:
Replace lock batteries and wait for it to power up, then check the device status in Lynx.
Step 3:
Power-cycle the hub:
Unplug the hub's AC adaptor for at least 30 seconds
Plug the power back in
Wait for the hub LED to turn solid blue again
Step 4:
Refresh the lock's Z-Wave module:
Remove a battery from the lock
Press a key or touch the screen to drain any residual power from the lock circuitry
Remove the green Z-Wave module from the lock (usually located immediately above the batteries)
Wait at least 30 seconds
Inspect the module and lock socket for any bent pins, corrosion, debris, or other signs of electrical issues
Replace the Z-Wave module in the socket
Replace the lock batteries
Allow a few minutes for the hub and lock to begin communicating
Check the device status in Lynx
Step 5:
Ensure you have followed the "Do's and Don'ts" of Hub Placement and Setup:
The distance between the hub and lock should be 25 feet or less.
The blue light on the front of the hub must face the lock, with a clear line-of-sight between devices.
Remove obstructions like furniture, appliances, or fish tanks/water tanks between the hub and lock. Ensure there are no walls or other obstructions in the line of sight - you must be able to see the blue light on the hub from the lock.
IMPORTANT: Glass creates an obstruction to RF signals too! Ensure that you aren't trying to connect a hub and lock through a window, as this will disrupt the signal.
Do not place the Hub on top of or directly next to a Wi-Fi router or other RF-emitting device, as these signals can interfere with each other. Place the two as far apart as possible.
Step 6:
Check the controller's connection to the internet:
Check the LED indicator on the front or top of the controller - these can tell you more about the hub's connection status. For detailed information on the different status indicators, see our article on Troubleshooting: LED Status Indicators on Ezlo Controllers.
If the hub is having issues connecting to the internet, you can try reconnecting it based on the connection type:
For an ethernet connection, swap out the ethernet cable for a known-good unit, and test the connection using a laptop or other ethernet-connected device.
If the hub is connected via Wi-Fi, test the connection using another device to confirm it is passing data. You may need to follow the steps to Update the Wi-Fi Connection on Ezlo Hubs.
Steps to troubleshoot an offline lock connected via TTLock:
Note: Ensure that you use the TTLock mobile app when troubleshooting! Some TTLock-compatible locks and gateways can also be set up using alternate apps (e.g. Prolock), but these other apps are NOT compatible with Lynx.
Actions
Step 1:
Check the device status in Lynx under the "Properties" tab.
When a lock is offline, both the Battery Level and Status indicators will be gray.
If the Battery Level is displayed and the Status indicator is green and says Online, but the lock widget says "Unavailable", the lock may be jamming. Learn how to troubleshoot Unavailable Locks.
If both the lock and gateway display "offline" status, you'll need to bring the gateway online before any additional troubleshooting proceeds. For the steps to do this, see our article on How To: Troubleshoot Offline TTlock Gateway.
If the lock-to-gateway signal strength is too low, you will experience intermittent or no connectivity to the lock. For more information and troubleshooting steps, see our article on Understanding: TTLock Signal Strength.
Step 2:
Replace lock batteries and wait for it to power up, then check the device status in Lynx.
Step 3:
Power-cycle the gateway:
Unplug the gateway's AC adaptor for at least 30 seconds
Plug the power back in
Wait for the gateway to finish rebooting and connecting to Wi-Fi
Step 4:
Log into the TTLock app with the account credentials that the lock and gateway are paired under, and test for basic functionality:
Ensure that you are within range of the lock (should be 4 feet or less).
Navigate to the location that the lock is paired under.
Check for errors when you locate the desired lock - the app will usually prompt to fix any detected errors if possible.
Test the tap-to-lock button in the app, and confirm that the lock responds normally.
If you are unable to connect to and/or operate the lock through the app, ensure that the Bluetooth connection on your mobile device is active, and not connected to any other devices.
Force-close the TTLock app, then toggle your mobile device's Bluetooth off for about 10 seconds. Re-enable Bluetooth, then reopen the TTLock app and try the above steps again.
Step 5:
Check for internet connectivity:
Log into the Wi-Fi network that the gateway is connected to, and load additional websites to ensure that the connection is passing data.
Video content works well for this, since it's usually not cached offline.
Check the network configuration and confirm that the Wi-Fi that the gateway connects to is a dedicated 2.4GHz network, not a "combined dual-band" configuration.
The G2 gateway will disconnect if the router switches frequencies, so you may need to reconfigure a property's Wi-Fi to provide a dedicated 2.4GHz network. See Understanding: 2.4 GHz vs 5 Ghz Networks for more details.
Step 6:
Check for lock firmware updates:
Click on the desired lock
Select the "Settings" option
Scroll down in the menu and select "Firmware Update"
Confirm whether the latest firmware is installed, and install any available updates
Step 7:
Check for gateway firmware updates:
Click on the desired gateway
Select "Gateway Update"
Confirm whether the latest firmware is installed, and install any available updates
Step
Ensure you have followed the "Do's and Don'ts" of Gateway Placement and Setup:
The distance between the hub and lock should be 20 feet or less.
Remove obstructions like furniture, appliances, or fish tanks/water tanks between the hub and lock. Ensure there are no walls or other obstructions in the line of sight - you must be able to see the green light on the hub from the lock.
IMPORTANT: Glass creates an obstruction to RF signals too! Ensure that you aren't trying to connect a hub and lock through a window, as this will disrupt the signal.
Do not place the Hub on top of or directly next to a Wi-Fi router or other RF-emitting device, as these signals can interfere with each other. Place the two as far apart as possible.
Step
Delete and re-add the gateway to the TTLock account:
Click the "Back" button if needed to return to the main screen of the app.
Select the main menu in the top-left corner of the app (three-line "hamburger" icon).
Select "Gateway".
Select the gateway that needs to be re-added, and click the "Delete" button to remove it.
Click the "+" button in the top-right corner, and select "G2" for the device model.
Note: Only the G2 gateway model is supported at this time.
Follow the instructions in the app to finish adding the gateway back the TTLock account.
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