How to Troubleshoot Smart Lock Bridge and Gateway Issues

If you’re using a bridge or gateway with your smart lock, you can encounter issues with intermittent connectivity with this lock. 

This disconnection from the internet can lead to an “Unknown” status in the SET App. As a result, Jervis may not be able to add the code, even with multiple attempts.

In the case of attempting to refresh a lock that cannot be reached, offline codes may be generated by device vendors like dormakaba, igloohome, TTLock (and their white label partners like Sifely, DUSAW, etc.). Instead of the expected 4-digit codes, the offline codes will be longer random codes (length varies by device vendor).   

These longer codes are an algorithmic code generated by the device vendor’s API due to the lock being offline or inaccessible.

This results from connectivity issues related to bridges and gateways used to connect smart locks to Wi-Fi.

1. Check the Logs

You can view the logs of past attempts to add codes by going to the Operations menu > Booking Log for the reservation line item.

If an error message shows, select the View Error option. If the issue is a gateway error, it will be mentioned in the error message.

2. Confirm Unlock & Lock Function

First, confirm whether you’re able to remotely unlock and lock the lock using your vendor app or through the SET App screen in Jervis. If you use the vendor’s app and you are near the lock, please ensure Bluetooth is turned off when testing. If the gateway is is connected, it should show the status of the device (i.e. locked or unlocked) on the SET App screen view in Jervis.

3. Verify the Connection Strength

Next, confirm the strength of the connection for the gateway. You can check this in the vendor app. It should be a strong Medium or High Quality connection that is stable (not switching between different states continuously or periodically).

4. Submit a Support Request

When you submit a Support Request, please provide the above screenshot to our team and confirm whether you’ve tested with Bluetooth off. This allows us to rule out if the issue is related to connectivity, the lock itself, or an additional issue.

The gateway/bridge must have a strong connection to the Internet. If either of these are off, the lock will have sporadic connectivity or no connectivity to the Internet.

This means that the vendor’s cloud will not be able to communicate with the lock to add custom codes, edit codes (for reservation changes) or to remove codes.

5. Move the Gateway/Bridge

If it’s a connection strength issue, we recommend moving the gateway/bridge. Keep it within Bluetooth range of the lock (30 feet / 10 meters), but ideally much less than that. This better ensures that the gateway has a strong connection to the lock.

A new gateway may be purchased to use with the lock that has a bad signal. We do not recommend using one gateway for multiple locks.

This is one of the main reasons locks that require bridges or gateways can be tricky to implement at listings. Since the lock’s connection issues to the gateway or bridge are a local issue, it makes it harder to troubleshoot.

Optional: Edit Your Offline Code Settings

Our team is has released an update to make offline code generation a setting that can be toggled on. This will be kept off by default for all users.  You can edit the device settings to turn this setting on. 

What to Do After the Connection is Restored

Once the connectivity issues have been resolved, reprocess the reservation to have Jervis retry adding the code. Do not delete and re-import a device. This results in duplicate accounts and further issues. You can check out our reprocessing guide here for more informaton.

You can also check in the SET App section to see if the lock is now reporting the correct status.  It should show the lock in its current state, either locked or unlocked.

In the event you’re looking to purchase new locks in the future, we often recommend looking into locks that do not require bridges/gateways like the Schlage Encode or Yale Assure 2.

This helps overcome limitations around placement for the bridge/gateway relative to the lock and is easier to troubleshoot.

Need additional help and support? Check out the additional user guides on our FAQ page. You can also get help by submitting a Support Request via your Jervis Systems dashboard.