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How to troubleshoot Wi-Fi Connectivity issues.

Issues communicating with a lock or Wi-Fi adapter can come from a few different sources, please follow the below troubleshooting steps to resolve connectivity issues. 

Mobile Device Based Troubleshooting:

  • Check the app for updates.
  • Uninstall and reinstall the application. 
  • Check the mobile device for updates.
  • Power cycle your mobile device.
  • Ensure the mobile device is not using a VPN
  • Ensure the device is connected to the same Wi-Fi network intended for the lock to connect to. 

Network Based Troubleshooting:

  • Ensure the Wi-Fi network is set to 2.4GHZ 
  • Ensure the Wi-Fi network has a WPA2 or better password protecting the network.
  • Ensure Ports 1883 (TCP/UDP) and Ports 8883 (TCP/UDP) are open.
  • Power cycle the network hardware.
  • Ensure no other devices on the network are having connectivity issues.
    • If other devices are impacted please reach out to the Internet Service Provider to troubleshoot the network.  

Lock (and Adapter if applicable) Based Troubleshooting:

Someone must be present and at the lock to properly troubleshoot Wi-Fi issues using the Schlage Home App. Schlage's Wi-Fi based locks (and adapter if applicable for Schlage Sense) require a Bluetooth connected mobile device when initially connecting or re-connecting to Wi-Fi.

Lock Based steps

  • Attempt a Soft reset.
    1. Remove/disconnect the battery pack from the inside of the lock.
    2. Quickly lock and unlock the unit 3x using the internal thumbturn.
    3. Reconnect/reinsert the battery pack
    4. Quickly lock and unlock the unit 3x using the internal thumbturn.
  • Using the Schlage Home app and logged into the managing account for the lock, attempt to reconnect the lock to the Wi-Fi
  • Factory reset the lock.
  • Go through the pairing process with the Schlage Home app.  

Adapter based steps 

If still unable to pair with Schlage Sense Wi-Fi Adapter to Wi-Fi it could be due to a connection issue with your 2.4 ghz network. In the phones settings go to Wi-Fi and forget the Wi-Fi network. Once that has been completed select the wifi network again and it should prompt for the Wi-Fi password. Once the phone is connected to Wi-Fi return to the Schlage App and try to pair the adapter. 

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


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