In SmartRent Manager, it is possible that you have seen the following banner displayed:
This banner displays when a lock has codes that are stuck. “Stuck codes” is a term used to describe an issue when an access code is unable to be added to, or removed from, a lock at your property.
Stuck codes can occur for various reasons, but most common are:
An offline lock due to low or dead batteries
An offline lock due to connectivity issues with the hub (z-wave network)
When the cell signal at your community is not strong enough, and commands fail to be sent to the hub
When there is a power outage event at your property
When codes get stuck while being added or removed from a lock, it can disrupt access for residents and community teams. This means there might be unexpected delays in accessing units as well as potential lingering access for past residents.
Stuck codes can be resolved by completing the following troubleshooting steps:
First, check that the hub for the unit is turned on, and that it shows up connected online in SmartRent Manager.
Next, check if the lock has batteries that have been replaced recently. Low, dead, or incorrect battery types can cause locks to fall offline.
When the hub is online, if the lock does not automatically come back online, power cycle the lock. Once the lock is brought back online, select the “retry” button to attempt to add/remove the stuck codes.
If a power cycle does not work to bring the lock back online, we recommend repairing the lock to the hub in SmartRent Manager.
Exclude the device
Factory reset after successful exclusion
Include the device
If your lock does not pair or is unable to resolve the stuck codes, please contact SmartRent Support.
SmartRent Manager will automatically attempt to retry adding and/or removing stuck codes at least once per 24 hour period.
Prioritizing Stuck Codes
For clients who have enabled the stuck codes report in SmartRent Manager, SmartRent will provide guidance on the urgency to resolve stuck codes. Please review the following table for the type of guidance SmartRent will provide:
Unit Status | Code Type | Removing | Adding |
Occupied | vault | N/A | Medium |
Occupied | work_order | Medium | Medium |
Occupied | vendor | High | Low |
Occupied | resident | High | High |
Occupied | vacant | Medium | N/A |
Occupied | resident_guest | High | Low |
Occupied | manager_guest | Medium | N/A |
Occupied | emergency | Low | Low |
Occupied | tour | High | N/A |
Occupied | manager | Medium | Low |
Vacant | vault | N/A | N/A |
Vacant | vacant | Low | Low |
Vacant | work_order | Low | Low |
Vacant | resident | Medium | Low |
Vacant | vendor | Medium | N/A |
Vacant | manager_guest | Low | Low |
Vacant | resident_guest | Medium | N/A |
Vacant | tour | Medium | N/A |
Vacant | emergency | Low | Low |
Vacant | manager | Low | Low |