If a Z-Wave lock is not locking or unlocking when a user sends a remote command using the Customer Website or app, complete the following steps:
Verify the lock has completed secure enrollment
Z-Wave devices that require secure enrollment should automatically complete secure enrollment after they are added into the system. If a device fails the secure enrollment process, there can be issues with functionality.
For more information about how to troubleshoot secure enrollment issues, see Z-Wave device is not completing secure enrollment.
Verify Z-Wave lock commands appear in the Event History
To verify Z-Wave lock commands appear in the Event History:
- Log into the Partner Portal or MobileTech app.
- Find the customer account.
- Click or tap History.
- Look in the Event History for the Z-Wave lock commands.
- If Z-Wave lock commands appear, see Z-Wave lock commands do appear.
- If Z-Wave lock commands do not appear, see No Z-Wave lock commands appear.
No Z-Wave lock commands appear
If there are no Z-Wave lock commands in the Event History, then commands were not sent. This could be because either:
- The customer is not logged into the correct account. Verify that the login name the customer is using to send commands matches the login name on the account.
- The customer's computer or mobile device doesn't have a consistent internet connection.
- Verify the user's device is connected to Wi-Fi, and can access internet websites (e.g., Google.com).
- The customer's login may have custom permissions that do not grant them lock access.
- To verify login permissions using the Customer Website.
- Log into the Customer Website.
- Click Users.
- Click Manage Logins.
- Click the login name to verify the permissions. On the Manage Login Permissions page, it states what permissions that particular login has access to.
- If the login's permission is set to Read Only, the login does not have access to send commands to the Z-Wave lock.
- If the login's permission is Custom, and Lock Control is not selected or is set to Read Only, the login does not have access to send commands to the Z-Wave lock.
- To verify login permissions using the Customer Website.
Z-Wave lock commands do appear
If there are Z-Wave lock commands in the Event History, verify the command was acknowledged (e.g., Acknowledged at 1/1/2015 6:00:00 pm).
- If commands appear in the Event History to be acknowledged, as shown in the following example, see Z-Wave lock commands are acknowledged.
- If commands appear in the Event History as Sent but not acknowledged, as shown in the following example, see Z-Wave lock commands are not acknowledged.
Z-Wave lock commands are not acknowledged
If the Z-Wave lock commands in the Event History are not acknowledged, this indicates that the system is having difficulty communicating properly.
- Verify on the account's Signaling page to see if the account's signaling history shows low signal strength or high registration times. If signaling is a consistent concern, try to improve signaling and then test remote arming/disarming commands again. For information on how to improve signaling, see What does Poor Signaling mean?.
- Verify the system is able to acknowledge other commands, like modem pings. For information about pinging the system, see Ping the module to verify proper communication.
Z-Wave lock commands are acknowledged
If the Z-Wave lock commands in the Event History are acknowledged, verify if the lock was actually able to lock or unlock but didn't update its status properly.
- If the lock is able to lock and unlock from remote commands but is not updating its status properly, the system is having difficulties providing status updates:
- Request an updated Z-Wave equipment list. For more information about requesting an update, see Request an update on the Z-Wave equipment list.
- Verify the lock's batteries are high-quality alkaline and have a strong charge.
- Power cycle the lock and the security panel, and then test remote commands to the lock again.
- If the lock is not able to lock and unlock but the command is showing as acknowledged in the Event History:
- Eliminate the possibility of Z-Wave communication issues.
- To improve Z-Wave communication to a Z-Wave device:
- Add a repeater or move current repeaters to eliminate the possibility of a range or communication issue. For more information about repeaters, see What is a Z-Wave repeater?.
- Run a network rediscovery, and then test remote commands to the lock again.
- To improve Z-Wave communication to a Z-Wave device:
- Power cycle the lock and the security panel, and then test remote commands to the lock again.
- A Hard Reset command using the Remote Toolkit can also be sent to troubleshoot the behavior. For more information about sending a hard reset, see Send a Hard Reset command to a module
- Reset the lock's Z-Wave information.
- To reset the lock's Z-Wave information:
- Remove the lock from the Z-Wave network.
- Factory reset the lock. For more information about factory resetting the lock, see the specific lock's installation guide.
- Re-enroll the lock to the security system's Z-Wave network.
- Test remote commands to the lock again.
- To reset the lock's Z-Wave information:
- If all preceding steps do not resolve the behavior, replace the lock or contact Alarm.com CORE Technical Support for further assistance.
- Eliminate the possibility of Z-Wave communication issues.