This article explains steps to take to when a lock is offline or showing as "malfunction" in the App. An offline lock means that either the batteries are dead, or the lock has lost communication with the hub. Existing codes will still work in the lock, but adding or deleting codes will not work, and remote commands via the app will not work.
Lock troubleshooting steps:
1. Check that the hub is online
a. Check that the hub is online in the customer portal. If hub is offline or showing 'radio not responding' please work to get the hub back online. Refer to knowledge base article about getting hub back online: https://epropertycare.outseta.com/support/kb/articles/pWrnrLWn/what-to-do-when-a-hub-is-offline-or-showing-radio-not-responding
2. Remotely refresh the lock in the customer website (login: https://secure.pointcentral.com/loginpage.aspx)
- Go into the customer website, go into the unit, then click the “>” button in the lock card. Refer to the attached picture with red circle where to click.
- Click the refresh button in the upper right of the card and wait a few minutes. If successful the lock will change from gray to either red or green and show status. If not successful, proceed to next step
3. Check batteries
a. Remove and replace the batteries to power cycle the lock.
b. If the lock showing low batteries in the app or website please replace with fresh batteries. Refer to the follwoing battery change articles in the knowledge base.
Kwikset locks:
Yale locks:
4. Delete and re-add the lock
a. Contact epropertycare customer support (support@epropertycare.com) if you need to delete and re-enroll the lock after completing steps 1-3 above.