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FAQs

Mobile credential does not work on one lock.

Resolution: First make sure you have given access to the door in question. If access is correct, follow these steps: 1. Go to Engage portal (portal.allegionengage.com), log in. 2. Hover over ...:

What are the differences between a user schedule and device schedule in Engage?

Resolution: User Schedule defines what times of the day the user can access the devices. For example a user schedule is setup at the web portal for 8am to 6pm 7 days a week. The user can only access the devi...:

What causes error code 426 when enrolling credentials using the MT20W (in USB mode)?

Resolution: Occurs when an updated last connected time component is not received (Need to look at the server side if using a PACS.) Engage managed sites: Reader is not commissioned to the site or was nev...:

What Engage devices can be used with NFC mobile technology?

Resolution: NDE/NDEB, LE/LEB, MT20, MT(B) wall mounted readers. All devices need to have updated firmware and site specific NFC encryption keys loaded. Control locks (BE467 or FE410) and MT20W are no...:

MT20W LED info

Resolution: :

Does Schlage make a captive deadbolt?

Resolution: A captive deadbolt is a deadbolt that typically has a keyed cylinder outside, and a thumbturn inside where the use of a key can allow for the removal of the thumbturn inside. This temporarily chang...:

What is the weight of the NDE shipping box?

Resolution: The NDE lock weighs 7 pounds in it box.There is no master carton or bulk pack box for NDE locks.Box measurements for the NDE boxes are 15” X 12” X 4” :

How to update the firmware on an MT20W

Resolution: We have a YouTube video that walks you through the process.Click here for the video.With your Engage Phone app, under devices, select the MT20W, click on More.Select update Firmware. Click update b...:

No mobile credential found.

Resolution: If you have VPN on your phone, that will prevent the Mobile app from loading your credentials. Turn off the VPN, then credential then should load. :

Is the LE-ADD locks main board same as the LEB-GRW?

Resolution: Board is the same, but will void warranty if you swap. If you change the board on the lock, it will change the SN and the lock will need to be commissioned. :