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: 

1. Log into the Partner Portal or MobileTech app.
2. Find the customer account.
3. Click or tap History.
4. 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. 
    1. Log into the Customer Website.
    2. Click Users.
    3. Click Manage Logins.
    4. 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.

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: 
  1. Request an updated Z-Wave equipment list. For more information about requesting an update, see Request an update on the Z-Wave equipment list. 
  2. Verify the lock's batteries are high-quality alkaline and have a strong charge.
  3. 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: 
  1. Eliminate the possibility of Z-Wave communication issues. 
     • To improve Z-Wave communication to a Z-Wave device: 
       1. 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?.
       2. Run a network rediscovery, and then test remote commands to the lock again.
  2. 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 
  3. Reset the lock's Z-Wave information. 
     • To reset the lock's Z-Wave information: 
       1. Remove the lock from the Z-Wave network.
       2. Factory reset the lock. For more information about factory resetting the lock, see the specific lock's installation guide. 
       3. Re-enroll the lock to the security system's Z-Wave network.
       4. Test remote commands to the lock again.
  4. If all preceding steps do not resolve the behavior, replace the lock or contact Alarm.com CORE Technical Support for further assistance.