Z-Wave Lock Not Responding to Remote Commands

If a Z-Wave lock won’t lock or unlock from the Alarm.com Customer Website or mobile app, walk through the steps below.

1) Confirm Secure Enrollment

Locks must complete secure enrollment. If enrollment was interrupted, remove the lock from Z-Wave, factory reset the lock, and re-add it with the lock within ~6 ft of the panel.

2) Check Event History

• From the Partner Portal/MobileTech, open History and look for Z-Wave lock commands.
• If no commands appear, verify the user is on the right account, has internet access, and has lock control permissions (not read-only).
• If commands show as Sent but not acknowledged, address communication/signal issues.

3) Improve Z-Wave Communication

• Use fresh, high-quality alkaline batteries in the lock.
• Run a Network Rediscovery after any device add/move.
• Add or reposition repeating Z-Wave devices (AC-powered modules/switches) between the panel and the lock.
• Power cycle the lock and the panel, then test again.

4) Reset the Lock’s Z-Wave Info (If Needed)

1. Delete the lock from the Z-Wave network.
2. Factory reset the lock (per its user guide).
3. Re-enroll near the panel and wait 2–5 minutes without sending commands.
4. Verify remote lock/unlock and status updates.