Keypad Not Responding on Schlage Arrive

If the keypad on your Schlage Arrive Smart Lock is not responding, we understand how frustrating that can be. Thankfully, there are a few troubleshooting steps you can follow to help resolve this issue and restore functionality.

Follow the step-by-step guide below to identify and fix the problem.

Step 1: Check Lock Functionality via the Schlage Home App

Does the lock work via the Schlage Home app?

• Yes: This indicates the lock is not receiving power through the keypad. Inspect the wire going through the door (Through-Door Cable). Ensure it is properly seated, securely connected, and undamaged.
  
   
  • If the wire is fully seated and connected, or if reconnecting the wire does not restore power, proceed to Step 3.
• No: If the lock is not working via the Schlage Home app, check the lock's Wi-Fi connection.

Step 2: Verify Wi-Fi Connection

To check if your lock is paired to Wi-Fi:

1. Turn Bluetooth off in your phone settings.
2. Launch the Schlage Home app.

• If you can still operate the lock via the app without Bluetooth, the lock is connected to Wi-Fi, proceed to step 3.
• If the lock does not respond to the app without Bluetooth, this indicates there is no Wi-Fi connection.

To Restore Wi-Fi Connection:

• Perform a Factory Reset on the lock
• Re-pair the Arrive to the app.
• If this does not resolve the issue, the lock may be faulty. Proceed to step 5.

Step 3: Check Battery Levels

Battery levels can easily be viewed next to the lock name in the Schlage Home app.

• Low or Critically Low Batteries: Replace the batteries with name-brand alkaline batteries and test the keypad again.
• Battery Levels are Fine: Proceed to Step 4.

Step 4: Check for Firmware Updates

Open the Schlage Home app and check the lock settings to see if there are any firmware updates available.

• Firmware Update Available: Update the firmware to the latest version and test the keypad again.
• Firmware is Up to Date: If the keypad is still unresponsive, the lock may be faulty.

Step 5: Return or Replace the Lock

If the lock is faulty:

• Purchased Within 30 Days: Return the lock to the store where you purchased it.
• Past the Return Window: Click here to submit a ticket to Schlage customer support.