How do I troubleshoot issues with a firmware update?

If your lock is encountering an error when attempting to complete a firmware update please try the following troubleshooting steps:

Check For updates.

1. Ensure your phone is up to date with the most recent IOS or android version available. 
2. Uninstall and reinstall the Schlage Home application.

Power cycle the hardware.

1. Soft reset on the lock. To do this start by removing the battery pack from the lock. then you will lock and unlock the unit manually 3x. Reinsert the battery tray and then lock and unlock the unit manually 3x again. The unit should light up the keypad and beep if successful. 
2. Power cycle your mobile device.
3. If necessary power cycle your network hardware.

Check the Wi-Fi signal strength. A strong signal is required for the firmware to update successfully.

1. Open the Schlage home app.
2. Select the gear icon located in the lower left hand corner of the app for the lock you are managing.
3. Select Wi-Fi Settings
4. If your lock was connected to a network previously you will have the option Select Different Network at the bottom of the screen. If your lock was not connected to a network previously proceed to step 4.
5. Select  Show Advanced.
   This will cause the list of available networks to contain a number off to the right side of the network name.
   • 0 to -40: good signal strength
   • -41 to -60: average 
   • -61 or higher: poor 
     Adjust the placement of the network router or add a network extender to improve the connection with your lock if necessary.

Attempt the update using bluetooth.

1. Delete the lock from the app by going to the 3 lines in the top left corner of the screen. 
2. Perform a factory reset. See steps below.  
3. Make sure Bluetooth is turned on via your cell phone settings. 
4. Tap the padlock with plus sign to begin adding the lock back to the Schlage app.
5. When you get to the "Connect to Wi-Fi" step, force close the app.  and then re-open it.  
6. Go to your phone settings to turn off Wi-Fi.

7. Reopen the app.Your lock will now be listed as “My Door” 

    

8. Update fully on BT before connecting to Wifi again.

If you have further questions or concerns we may be reached at 1-888-805-9837. Our hours of operation are Monday through Friday from 8am to 7pm est, and Saturday’s from 8am to 430pm est. 
 

Attempt a factory reset.

Please click Here to be redirected to the instructions to reset your lock.

If the firmware update is still required press and release the black circular button under the programming sticker 5 times which will force the firmware update. Your lock might not reflect the update for 24 hrs.

If you have trouble, please contact us at 888-805-9837 or email [email protected] for further assistance.