If an authorized code no longer works on a smart door lock connected to your Qolsys and Alarm.com system, first determine whether the problem affects one user code or the entire lock.
These instructions apply generally to compatible smart locks associated with:
This may include compatible Yale and other supported smart locks.
Check whether:
This distinction can help identify whether the problem involves the individual user's access, the keypad, batteries, door alignment, or the lock itself.
If one person's code does not work but other authorized codes still work, the lock itself may be operating normally.
The issue may be specific to that user's access.
Verify that the person is using the correct authorized code.
Do not post or send the code through the support chatbot.
If the same code worked before, consider whether:
Contact CommTech Systems if the reason is not apparent.
Some Alarm.com systems can restrict when a person is allowed to use a door-lock code.
If a code works at some times but not others, access may be affected by its assigned schedule or permissions.
Record:
Contact CommTech Systems if the access schedule needs to be reviewed.
When requesting assistance, tell CommTech Systems which user is affected, not the user's actual door-lock code.
For example:
John's front door lock access stopped working.
Do not include the numerical code.
If none of the authorized codes work, determine whether the keypad itself is responding.
Check for:
If the keypad appears completely dead, check the lock batteries.
Weak batteries can cause:
Replace the batteries with the type recommended for your specific lock.
When appropriate, replace the full battery set rather than mixing old and new batteries.
After replacing the batteries:
If the problem remains, contact CommTech Systems.
If the keypad responds but an authorized code does not operate the lock, check whether other authorized codes work.
If other codes work, the issue may involve that individual user's access.
If no codes work, contact CommTech Systems.
If the lock appears to accept the code but the deadbolt does not move correctly, the problem may be mechanical.
Check whether the door is putting pressure on the deadbolt.
If it is safe to do so, open the door and operate the lock using a normal authorized method.
If the deadbolt works with the door open but struggles with the door closed, the door or strike plate may be misaligned.
Do not repeatedly operate a binding motorized lock.
If you have to push, pull, lift, or otherwise put pressure on the door before the lock works, the door may be out of alignment.
This can:
The door or strike plate should be corrected.
If Alarm.com operates the lock normally but one code does not, the lock's communication and motor may be working correctly.
The issue may be associated with that user's lock access.
Contact CommTech Systems if the authorized user's access needs to be reviewed.
If the keypad code operates the lock normally but Alarm.com cannot control it, troubleshoot the Alarm.com connection separately.
Check whether the lock shows:
Contact CommTech Systems if remote control does not return.
Depending on how your system is configured, your alarm-panel code and smart-lock code may not necessarily be identical.
Use the authorized code assigned for the device you are operating.
Do not repeatedly try different codes.
If several incorrect codes have been entered, stop entering additional codes for a short period.
Some locks may temporarily limit keypad operation after repeated incorrect attempts.
Do not continue guessing.
If the keypad sometimes responds and sometimes does not, check:
Contact CommTech Systems if the problem repeats.
Smart-lock keypads are designed for normal outdoor use when installed appropriately, but excessive moisture or physical damage can still cause problems.
Do not spray cleaners or water directly into the keypad.
If the keypad appears damaged or water has entered the lock, contact CommTech Systems.
Different smart-lock models use different sounds and indicator lights.
Record what the lock does after the code is entered, such as:
If possible, provide the lock manufacturer and model to CommTech Systems.
Changing phones should not normally change the physical code stored for a smart lock.
If the lock code stopped working at approximately the same time, determine whether other users' codes still work.
Battery-powered smart locks may continue operating during a building power outage.
If the code no longer works afterward, check:
Contact CommTech Systems if the problem remains.
If the problem started immediately after replacing the batteries:
Do not reset the lock.
If a newly authorized user cannot operate the lock, determine whether existing users can still operate it.
If existing users work normally, contact CommTech Systems to have the new user's access reviewed.
Do not send the new user's desired numerical code through the chatbot.
If someone who should no longer have access can still unlock the door, treat this as an access-control issue.
Examples include:
Contact CommTech Systems promptly so the person's access can be reviewed.
If you believe an unauthorized person knows a valid door-lock code, do not send that code through the chatbot.
Contact CommTech Systems and identify which user's access may be compromised.
The affected access should be changed or removed as appropriate.
Each person should have their own authorized access whenever possible.
Individual access makes it easier to:
Do not factory reset the smart lock because a user code is not working.
A reset may remove existing connections or settings.
Do not remove the lock from Alarm.com or the Qolsys system while troubleshooting a code problem.
A door-lock code problem does not require resetting the alarm panel.
Contact CommTech Systems if:
When requesting assistance, provide:
Do not provide alarm codes, door-lock codes, passwords, or other private account credentials through the support chatbot.