Troubleshooting Unreachable Error with Grey Triangle in the Schlage Home App

If you see a grey triangle icon along with the word "Unreachable" under the name of your lock in the Schlage Home App, it typically indicates that your Schlage Encode Series lock (BE489, BE499, and FE789) has lost its connection to the Schlage cloud. This means the app cannot communicate with the lock remotely, which may prevent you from using features such as remote locking/unlocking, access code management, and receiving notifications.

What Causes an Encode Lock to Lose Connectivity to the Cloud?

• No internet access
• Router or Wi-Fi Extender could be offline
• Poor internet connection
• Poor Wi-Fi signal strength at the lock

How to Restore Connection to the Cloud

1. Test Wi-Fi Connection

• Connect your mobile device to the same Wi-Fi network your lock is paired to.
   

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  Note: if your Wi-Fi network is not present in the list of available networks, your router may be off or offline

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• Disable the mobile data connection to your mobile device.
• Confirm there is internet connectivity for this network.
• If your mobile device connects to your network, proceed to step 2.
• If your mobile device does not connect to the network, you will need to troubleshoot your router.

2. Test Internet Speed

• Connect mobile device, laptop, or tablet to the same network the lock is connected to.
• Please click here, to perform a speed test.
• Must have at least 1 Mbps speed for the lock to function properly and download firmware downloads.

3. Test Wi-Fi Signal Strength

• Check the Wi-Fi signal strength to your lock
• Fair or poor Wi-Fi is considered between -60 to below -70
• If you have fair or poor Wi-Fi Signal Strength please review: How to Improve Wi-Fi Signal in Your Home

If your lock is connected to Wi-Fi and has a good Wi-Fi signal, and the lock is still displaying "Unreachable", the issue could be within the lock.

How to Re-Establish Your Schlage Encode Lock's Connection to the Cloud

1. Soft Reset the Lock

Perform a Soft Reset:

1. Retract the Bolt.
2. Remove the Battery Cover.
3. Remove the Battery Tray.
4. Keep the battery tray removed for 10 seconds. 
5. Reinsert the battery tray back into the compartment, ensuring it is securely seated and connected.
6. Extend the bolt to the "locked" position.
7. Retract it back to the "unlocked" position. 
8. Logout from the Schlage Home app and then log back in; the lock's data is stored in the cloud and will not be lost.

2. Remove and Re-pair the Lock:

If a soft reset does not resolve the "Unreachable" error:

1. Delete the lock from the app,
2. Perform a Factory Default Reset.
3. Re-pair the lock to the Schlage Home app.

By following these steps, you should be able to resolve the unreachable error. If the problem continues, submit a support ticket.