Overview
This article is intended to assist you with issues you may be experiencing with the Z-Wave door lock connected to your ClareHome or ClareOne system.
About Z-Wave
Z-Wave devices communicate with each other and the ClareHome or ClareOne system (“controller”) using a proprietary Z-Wave mesh network (“network”), they do not use the WiFi or internet connection in your home. The more Z-Wave devices you have the stronger the network and by association the better the communication. Most Z-Wave devices on the network will “repeat” commands and communication so that devices which are farthest away from the controller may receive those commands and communication. The network will also assist when adding new Z-Wave devices as neighboring devices will communicate the adding information to and from the controller. Z-Wave devices that aid in pairing or use other devices to pair are referred to as “Network Wide Inclusive”. The Z-Wave control device in your controller will periodically optimize the network to ensure all devices are communicating effectively.
Z-Wave door locks and garage door openers are unique in the Z-Wave network as they are “secure” devices and are not Network Wide Inclusive. As such they do not repeat communication, nor will they use neighboring devices to add to the network. Because they are not Network Wide Inclusive, they must be within 5 feet of the controller when added, then moved to their final location. When a Z-Wave door lock is the only device and not in reasonable proximity of the controller, they are susceptible to falling offline. When this occurs, it may be necessary to add additional repeating Z-Wave devices which will assist with the communication between the door lock and the controller.
We recommend that you add additional Network Wide Inclusive Z-Wave devices to your system if Z-Wave door locks are the only Z-Wave devices in your home. Most Z-Wave devices are DIY and can be installed and added to your system without the assistance of your installing partner.
To add additional Z-Wave devices using the ClareHome application please see the article “Adding Z-Wave Devices to your ClareOne or Clare CLIQ.Mini”.
Potential Z-Wave door lock issues and troubleshooting instructions
Door lock is offline in the ClareHome application and/or the ClareOne panel
There are several factors which may cause a door lock to be offline.
Low or dead batteries
Verify that the door lock operates correctly when opening and closing it using the keypad on the outside of the door. Replace batteries if not operating correctly and monitor the status in application. It could take up to 24 hours for the lock to return to an online status.
Insufficient Z-Wave mesh network
Refer to the section About Z-Wave for information about making your Z-Wave network stronger.
Defective device
If after following the instructions for replacing batteries and improving your Z-Wave network do not resolve your issue, you may have a defective device. This is especially true when the door lock is not responsive to the keypad operation.
Contact your installation partner and/or builder to determine Z-Wave door lock warranty status. Links to warranties provided by the most popular Z-Wave door lock manufacturers are provided at the end of this guide.
Z-Wave door lock is not providing correct status in the application
Low or dead batteries
Verify that the door lock operates correctly when opening and closing it using the keypad on the outside of the door. Replace batteries if not operating correctly and monitor the status in application.
Insufficient Z-Wave mesh network
Refer to the section Z-Wave Overview for information about making your Z-Wave network stronger.
Improper installation
Most Z-Wave door locks will provide an incorrect status if the bolt is unable to fully engage or disengage.
-
- Verify there is zero restriction on the bolt when opening and closing manually
- Open the door and fully engage and disengage the door lock. Does the door lock provide correct status. This is an indication of improper or restricted movement.
- Defective device
If after following the instructions for replacing batteries and improving your Z-Wave network do not resolve your issue, you may have a defective device. This is especially true when the door lock is not responsive to the keypad operation.
Contact your installation partner and/or builder to determine Z-Wave door lock warranty status. Links to warranties provided by the most popular Z-Wave door lock manufacturers are provided at the end of this guide.
Z-Wave door lock is not responsive at the physical keypad or is beeping/alarming when using the physical keypad
Low or dead batteries
Verify that the door lock operates correctly when opening and closing it using the keypad on the outside of the door. Replace batteries if not operating correctly and monitor the status in application.
Defective device
If after following the instructions for replacing batteries and improving your Z-Wave network do not resolve your issue, you may have a defective device. This is especially true when the door lock is not responsive to the keypad operation.
Contact your installation partner and/or builder to determine Z-Wave door lock warranty status. Links to warranties provided by the most popular Z-Wave door lock manufacturers are provided at the end of this guide.
Manufacturer Warranty Information
You can find information about most Z-Wave door lock manufacturers’ warranties at the links below. (please note that the provided links are managed by the respective manufacturer and are subject to change)
- Schlage Connect Warranty Information
- Kwikset Warranty Information
- Yale Warranty Information
- August Warranty Information
Last Updated: 01/31/2022