My older Schlage deadbolt Model BE468 connects and then goes offline every couple of hours

Devices & Integrations
1

Can’t seem to figure out why deadbolt keeps connecting and disconnecting or going off line. Notifications drive me crazy! Any fix for this?

2

Hi, @Rick_Morris
Is the smart lock far from the SmartThings Hub?
Please, whenever the device goes offline send the following information:

  1. Take note of the date and time of when this happened and share them with us including your timezone. For example: Nov 21st at 16:00 CST
  2. Then, submit the hub logs as follows:
  1. In the Advanced Users app, enter the “Hubs” section
  2. Enter the corresponding Hub and click on “Dump Hub logs”
  3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
  4. You’ll get a green box at the top confirming the Hub logs were requested.
  1. Share the name of the device you tested so I can find it in your account
  2. Finally, provide support access to your account:
3

Hi Natalya,
Thanks for reply!
The smart lock is on our main floor and is almost right overtop of the SmartThings Hub which is in the basement. Not far at all.

I have performed the “Dump Hub Logs” as requested.

The device name is “Schlage Door Lock”.

Is there a log of online and offline activity somewhere? If not, as soon as I get a notification I’ll do a Dump Hub Log and send the date and time. I’m in the Eastern Time Zone.

Access has been enabled.

Anything else, please let me know.

Thanks for your help with this!

Rick Morris

4

Hi Natalya,

Here is a screenshot of SmartThings Schlage Door Lock online/loffline notifications today and times. Times are EST. Hope this helps

Rick Morris

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5

Thank you for the information, @Rick_Morris
I created a report for the engineering team. Once we get more info, I’ll let you know.

About the offline history, I’m not completely sure. You can check where we can see the general history of events, which you can find by following these steps:

  1. Open the ST app
  2. Go to “Menu” and find the option “History”
  3. You can filter the events per device
6

Hi, @Rick_Morris
Following up on this, the engineering team provided the following feedback:

  • The Lock is marked offline due to not responding to pings from the device-watch process which checks if a device is still reachable.
  • The device doesn’t seem to acknowledge the message sent to it (ping), indicating there’s no valid route to the device.
  • For past messages received, we see that it used to go through a route with 3 devices before reaching the Lock, but I couldn’t find them in your account; we only have their network IDs.

So, since you only have 1 Z-Wave device (the Lock), if it’s far from the hub or there is interference, it can lose connection. So, the suggestion is to add more Z-Wave routing devices by installing them between the Hub and the lock to improve the mesh network

1 Like
7

Hi, @Rick_Morris
Since I couldn’t find the devices in your account, I also asked the engineering team about it, and they replied with another key piece of information:

Start with doing a Z-Wave network repair (if you haven’t yet) in order to fix the routes.
If that doesn’t fix it, if it’s not too much trouble, please try a factory reset on the device. This will reset the Z-Wave network and clean up the other devices.
As a side note, it is possible to both:

  1. Remove a Z-Wave device from the SmartThings platform without removing it from the mesh network
  2. To remove a device from the mesh network without removing it from the platform.

So, it sounds like you might be experiencing the first case.