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Schlage Connect Not Working (Troubleshooting Steps)

Schlage Connect Not Working - Troubleshooting Guide
Last Updated on May 1, 2023
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Schlage Connect is a smart lock first released in 2013 that is still a viable option as a part of your home security today. If you need help figuring out why your Connect is not working properly, you are in the right place.

In this guide, we will take a look at general quick fixes for most problems that come about with the Schlage Connect and also address more specific issues in detail.  Whether you're having keypad issues, battery problems, or trouble with an app, I've got you covered.

In this guide:

We will first look at some troubleshooting steps if you aren't quite sure of what the problem is. Otherwise, you may find in-depth help for your specific issue on the list.

Schlage Connect General Troubleshooting

Follow these quick troubleshooting steps to fix the most common troubles with the Schlage Connect.

1. Schlage Connect Battery Replacement

When running into an issue with any smart lock, it is best to start by checking the battery level, and installation. As power runs low on the Connect it can start to be less responsive and have problems.

The Schlage Connect runs on four AA batteries located in a tray within the panel on the inner door. You can check the battery level in your app or simply replace them to test if that fixes your problem.

To replace the batteries on the Schlage Connect:

  1. With the door opened and unlocked, remove the pull-off cover over the battery compartment.
  2. Unclip the top wire and remove the tray.
  3. Replace all four batteries at the same time, ensuring they are installed the correct way.

Remember that Schlage suggests using only alkaline batteries as they help your lock avoid rapid power loss and enable the lock to better warn you before they run out of power.

2. Check if Vacation Mode is Enabled

Vacation mode could have been enabled on your lock, and if so, no user codes can be entered into the touchscreen. If you are unable to get your codes to work, try disabling this feature to see if that is the problem.

To Enable or Disable Vacation Mode:

  1. With the bolt locked or extended, press the Schlage button on the keypad.
  2. Enter your six-digit programming code.
  3. Press the number 4.

Note: The green checkmark will flash once, and you will hear a beep if it is successfully enabled. If you see two green flashes of the checkmark and hear two beeps, it was successfully disabled.

3. Installation or Hardware Issues

Though designed to be low maintenance, there is a chance you may run into electronic or hardware malfunctions with the lock.

Is this a brand-new install? If so, the best thing to do is to consult the manual, as it has detailed installation information. Go through each step, taking note of what you may have missed.

Things you can check:

  • Check the Wires: Be sure both main wires are firmly connected.
  • Check the Alignment: Be sure the deadbolt can be smoothly locked manually to ensure the lock has no issues doing it automatically.

I would contact Schlage customer support before attempting an internal hardware repair on this lock. Be sure to try resetting the lock if you can't locate any hardware issues.

4. Reset the Lock

After going through the first few steps with no success, a hard reset might be needed. A factory reset will remove the programming and set it back to default.

This means that you will want to make sure that you have both the default user and programming codes so that you can set up the lock like new. These codes can, of course, be located in the manual or on the inside of your lock.

 When you are sure you have your codes, see the reset steps below to start the simple process.

Keypad Not Working

If the keypad on your Schlage Connect is not working, it could be caused by a few different things.

Here's What I Would Check First:

  • Check if Vacation Mode is enabled (see the general troubleshooting step above)
  • Ensure the batteries are installed correctly and aren't low or dead
  • Double-check your user codes, or try your default user codes
  • Perform a hard reset on the lock when no other solution worked

You can see the easy steps for resetting the lock below.

No Power

If you simply have no power on your lock, it is likely an issue with the batteries or wires. If the batteries died, it should have warned that they were low with the Red X.

When Your Schlage Connect Has No Power:

  • Check the batteries are installed correctly
  • Check for dirt or corrosion on the connections or inside the lock
  • Replace the batteries, at least temporarily
  • Ensure there are no loose wires and that they are firmly connected

If you were unable to fix the problem with these ideas, I would first try a reset and then contact Schlage support if it still has no power.

Not Locking

When your Connect is not locking, it could be a power issue, a disabled feature, or a hardware issue.

Here's How to Troubleshoot your Connect not Locking:

  1. Be sure the lock does not have low power. Ensure the batteries are put in correctly.
  2. If Auto-Lock is enabled on your connection, it will lock after 30 seconds after being unlocked. You can see if this is enabled in the app you are using or on the lock itself. Press the Schlage button, enter your programming code, and then press 9. You will see one green checkmark if you enabled it; otherwise, you will see two if it was just disabled.
  3. If it's not accepting user codes, check if vacation mode is enabled. Use the same steps as checking auto-lock, but press 4 instead of 9 after entering the programming code.
  4. When it attempts to lock but fails to complete the process, or none of the other options worked, reset the lock.

Not Working After Battery Change

If your Connect isn't working after a battery replacement, here is what you can do:

  • Be sure your batteries are put in the right direction
  • Double-check that you reconnected the battery wire
  • Inspect the connection for debris or dirt and clean it as necessary
  • Try a fresh set of Alkaline batteries
  • Reset the lock if the above ideas don't work

If you are still having an issue with this, see my full guide on how to fix a Schlage lock not working after a battery change.

Not Working With SmartThings

If you are having trouble pairing your device to the Samsung SmartThings app, here are some fixes:

  1. Exclude your lock: You may be able to fix a configuration error or bug by excluding your device from the Exclusion Z Wave utility. In the app, click your hub, click the ellipses(three dots), and choose Z Wave Exclusion. Try to then pair the lock.
  2. Reboot the Hub: You can also try rebooting the Hub. If a hub reboot doesn't help, consider bringing the lock closer to the hub while attempting to pair.
  3. Reset the Lock: Follow the steps to reset the lock below, remove device info from the app, and try a fresh pairing.

Not Working With Z Wave

Resetting the lock should fix the Z Wave issues if it doesn't seem to be working at all. You may need to check the manual for the automation system for specific manufacturer instructions for enrolling a device.

To Enroll or Unenroll the Connect on a Z Wave network:

  1. Press the Schlage Button
  2. Enter the programming code
  3. Press 0

A flashing green checkmark will verify a successful enrolment, or the red X will flash if it doesn't work.

To Check if Your Lock is Enrolled:

  1. Remove the battery cover
  2. Disconnect the battery wire
  3. Watch the inside Schlage button while reconnecting the wire
  4. If the lock is enrolled, the inside Schlage will blink

Programming Issues

If you are unable to program your lock due to flashing errors or it's not accepting your codes, reset the lock. See the Schlage Connect Manual PDF if you are unsure how to program the lock. (See Page 6)

Lost Programming Code

Every lock comes with a default programming code that is unique to that specific lock. When you lose your programming code for your Schlage Connect, you will need to locate it inside the manual or in the lock itself.

To Locate the Schlage Connect Default Codes:

  1. Remove the top black cover by pulling it straight up.
  2. Use a screwdriver to remove the two visible screws connecting it to the mounting plate.
  3. Minding the connecting wire, pull it off the plate and obtain the codes from the white label on the inner face.

You can reset a Schlage without the programming code, but will only be able to operate the lock with the default user codes. The code is required to add new codes or change from the defaults.

How to Factory Reset the Schlage Connect

Factory resetting a lock can fix errors but will also remove the programming. You should locate your default codes before resetting your lock.

You will need one of the default user codes to complete the setup process and the programming code to make any changes.

Here are the steps for resetting your lock:

  1. With the door open and unlocked, remove the black cover by pulling up on it.
  2. Disconnect the wire from the top of the battery tray.
  3. Press and hold the Schlage button on the touchscreen while reconnecting the wire.
  4. Keep holding the Schlage button until you see three green checkmarks on the screen.
  5. Press the Schlage button once and enter one of the default codes.
  6. The lock will extend and retract the deadbolt, and a green checkmark will flash.

You can now program the lock and change the codes if desired.

Schlage Connect Firmware Update

There is no easy way to update the firmware on the Schlage Connect. You may be able to update the firmware with a Schlage Handheld Device, but they are hard to find and very expensive.

If you have a Schlage Connect with a firmware version less than 5.8, you cannot update it. You may be running into issues due to your older firmware, below 5.8, at this point. You can check your firmware version on the label inside the lock.

If you have older firmware that you suspect is the issue, I would suggest consulting a locksmith or upgrading your lock.

Schlage Connect Customer Service

When you have run through all ideas for fixing your Schlage Connect and are still having problems, I suggest getting in touch with Schlage Customer Support.

Whether it comes down to hardware or electronic issues, there is a chance you may be covered under warranty. The Schlage Connect has both a Limited Lifetime Mechanical and Finish and Limited 3 Year Electronics warranty.

FAQ - Schlage Connect Troubleshooting

Final Thoughts

The Schlage Connect was one of the first popular touchscreen smart locks from Schlage. It has been around for a while, and if yours is older, you

If you are considering replacing or upgrading your lock, and want to stick with the same brand, check out my Schlage Encode review. It is one of the newest popular models with Wi-Fi compatibility that also works with many other smart home apps.

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