If a lock shows as Offline or is unresponsive to commands, there are some basic troubleshooting steps you can perform.
Troubleshooting an Offline or Unresponsive Lock:
To troubleshoot an offline or unresponsive lock, follow these steps:
Check the hub to ensure it is online (the LED should be green)
If the hub is not online, refer to our How Do I Troubleshoot an Offline Hub? article
Check that the lock’s keypad lights up
If the lock’s keypad on the exterior side of the door does not light up, replace the batteries and try again (or touch a 9-volt battery to the contacts at the bottom of the Yale YRD256 Lock)
If the lock’s keypad still does not light up, remove the interior side of the lock (method may vary depending on model of lock) and ensure the cable is securely connected and not damaged
Power cycle the lock
Remove lock’s batteries
Wait 15 seconds
Replace batteries
Reboot the hub
Refer to our How Do I Troubleshoot an Offline Hub? article
Contact our support team
If the lock is still offline or unresponsive, please reach out to our support team anytime using the details listed below