If a smart door lock connected to your Qolsys and Alarm.com system is not responding, shows the wrong status, or cannot be controlled remotely, first determine whether the problem is with the physical lock or its connection to the security system.
These instructions apply generally to compatible smart locks connected with:
This may include compatible Yale and other supported smart locks.
Common symptoms include:
Identify the exact symptom before troubleshooting.
Make sure the door itself opens and closes normally.
Check for:
A smart lock cannot reliably operate if the deadbolt is binding against the door frame.
With the security system Disarmed and the door open, operate the deadbolt using the normal lock controls.
The bolt should move without excessive resistance.
If the lock operates with the door open but struggles when the door is closed, the problem may be door or strike-plate alignment rather than Alarm.com.
Do not repeatedly operate a motorized lock that is binding.
If the deadbolt moves normally by hand but the electronic lock will not operate, check for:
Low batteries are one of the most common causes of smart-lock problems.
Symptoms may include:
If the batteries need replacement, use the battery type recommended for your specific lock.
Replace the complete battery set when appropriate rather than mixing old and new batteries.
Use the battery type recommended by the lock manufacturer.
Do not mix:
Incorrect or weak batteries can cause unreliable lock operation.
After replacing the batteries:
If the lock remains Offline or unresponsive, contact CommTech Systems.
If Alarm.com shows the lock Offline, determine whether other connected devices are working.
Check whether:
If only the lock is Offline, the problem may be specific to the lock or its communication path.
If the smart lock and the alarm system are both Offline in Alarm.com, troubleshoot the Qolsys communication issue first.
The lock may not be the primary problem.
If a Lock or Unlock command remains Pending, do not repeatedly send additional commands.
Wait for the command to complete or fail.
If you are at the property, physically verify whether the door is actually locked.
If Alarm.com reports Failed:
Contact CommTech Systems if commands repeatedly fail.
If Alarm.com says Locked when the door is actually unlocked, or Unlocked when it is locked, do not rely on the displayed status.
Physically verify the lock when possible.
Refresh Alarm.com and allow time for the status to update.
Contact CommTech Systems if incorrect status continues.
If the lock is Offline, Pending, or showing an incorrect status, do not assume that an Alarm.com command successfully secured the door.
Verify the physical lock whenever possible.
If the lock's keypad operates normally but Alarm.com control does not, the mechanical lock and keypad may be functioning while remote communication is not.
Check whether the lock shows Offline.
Contact CommTech Systems if remote control does not return.
If Alarm.com can operate the lock but the lock's keypad does not work normally, the problem may involve the keypad, batteries, or user access.
Check the lock batteries first.
If the keypad problem continues, contact CommTech Systems.
Intermittent smart-lock operation can be caused by:
Record when the problem occurs and whether Alarm.com displays Offline, Pending, or Failed.
If you hear the motor operating but the deadbolt does not move correctly, stop repeatedly operating the lock.
Check whether the door or deadbolt is binding.
A mechanical door or lock problem may require adjustment or repair.
This strongly suggests a possible door-alignment or strike-plate problem.
Do not force the deadbolt.
The door or strike may need adjustment.
If you must push or pull on the door for the deadbolt to operate, the door may be out of alignment.
This can place additional strain on a motorized smart lock and shorten battery life.
Have the door alignment corrected.
If batteries require replacement unusually often, possible causes can include:
Contact CommTech Systems if battery life is consistently abnormal.
Check:
If the lock still does not operate, contact CommTech Systems.
If the lock was previously available but no longer appears:
Do not reset the lock or Qolsys panel.
Contact CommTech Systems.
If one authorized Alarm.com user can control the lock but another cannot, the issue may involve user permissions.
Do not share another person's Alarm.com login.
Contact CommTech Systems if access needs to be reviewed.
If one person's door-lock code stops working but other authorized codes still work, the issue may be limited to that user's access.
Check whether:
Contact CommTech Systems if the user's access needs to be reviewed.
If no authorized codes work but the lock still operates through Alarm.com, contact CommTech Systems.
Do not repeatedly guess codes.
Depending on how your system is configured, the code used at a smart lock may not necessarily be the same as the code used at the Qolsys alarm panel.
Use only the authorized code assigned to you.
If someone who should no longer have access knows a door-lock code, contact CommTech Systems so access can be reviewed.
Examples include:
Treat an active door-lock code similarly to a physical key.
If the smart lock was physically replaced, the new lock may need to be connected to the security system before Alarm.com can control it.
Contact CommTech Systems.
If the door was replaced but the smart lock was reused, check that the deadbolt operates smoothly.
A newly installed door may require adjustment for proper smart-lock operation.
If the deadbolt does not move freely, do not repeatedly command the motor to operate.
This can drain batteries and potentially damage the lock.
Do not remove or reset a connected smart lock because it is Offline or not responding.
Contact CommTech Systems so the communication problem can be diagnosed.
Do not factory reset a smart lock as an initial troubleshooting step.
A reset can remove existing settings or system connections.
A smart-lock problem does not require factory resetting the alarm panel.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, door-lock codes, passwords, or other private account credentials through the support chatbot.