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FAQs

Getting Error 413 on Engage Desktop App.

Resolution: This can occur with some updates/changes to your operating system, firewall or VPN. Please ask your IT team about firewall or VPN changes. Click here for our latest Wi-Fi requirements doc...:

How to edit user name in Engage?

Resolution: You can edit a users name in the Engage phone app, or on the web portal. On the Engage Phone app, log into the Engage app Click on users. ...:

What's the part number for Falcon split key inserts?

Resolution: Falcon split key construction keying (a.k.a. Blockokey) can only be done in the factory in conjunction with a Falcon master key system. In the field Falcon split key construction keying is no...:

Does integrator level web access need to be disabled at each subtenant individually for Pure Access RMR users?

Resolution: If you disable an integrator level web access, you will have to go into each and every one of your subtenants and disable that users web access.:

What are the greyed out check marks when assigning access in Engage?

Resolution: Users assigned to a device group that includes those devices will be shown in grey rather than orange for doors that were assigned individually. :

How is the Alarm output relay activation cleared on CTE?

Resolution: If activated for door propped status, closing the door again will clear the alarm. If activated for door forced condition, a valid card read will clear the alarm. :

Are WRT-K relay contacts powered or dry?

Resolution: They are dry contacts but can be used to switch power up to 2A at 30VAC or 24VDC. :

Do cosmetic backplates for Schlage readers, CP-11 CP-15 CP-21, include holes for mounting?

Resolution: Yes, there are spaced holes along the vertical centerline that align with reader backplates. :

Does the Schlage Encode Series Work Outside of North America?

Resolution: Yes, the Schlage Encode Family, including the BE489, BE499, and FE789 models, can work outside of North America. These locks connect to Wi-Fi via a 2.4 GHz network and will still pair with the Schl...:

What are the conventional cylinder part numbers for the Schlage AD lock?

Resolution: The Schlage electronic AD and CO locks take the same key-in-lever (KIL) cylinders. The part numbers differ based on chassis style and lever design. For locks with cylindr...: