Schlage Connect keypad not working

I installed 2 locks a couple of weeks ago. Just had same issue with one of them. Disconnect/reconnect batteries solved it for now. Any update on the autolock relation?

The Schlage FAQ on this issue suggests doing a factory reset - neither solution is very effective if a guest cannot get into a vacation rental unit.

I’ve had the same thing happen twice (non responsive keypad connected to ST, corrected by pulling battery pack) in the last 6 weeks.

Clearly there’s a design or manufacturing problem with these locks. Does anyone have any recommendations for other smart locks that also support the use of a key?

I’m having the same issue with my almost 2 year old lock. First time it happened maybe a year after install, and has done the same a few times since. In all situations the ST lock/unlock continued to work and a unplug/plugin of the battery pack fixed the issue.

Hoping Schlage gets the real problem fixed, otherwise I’ll be looking for another brand

So new out of the box this problem happened 26 hours after first installation. Keypad non responsive, but the alarm button on the back lights up when pressed, and it responds to Zwave commands. Pulling the battery and putting it back in makes the keypad come back to life. I have autolock disabled because they didn’t include a contact sensor to see if the door was closed… making it all but certain closing the door will smash the doorframe when carrying groceries in.

I have the new Z-Wave Plus (be-469zp) model that was just released. Anybody solve this problem, or are all these things just trash?

Check that the wires are properly connected - there is the one connection when you put the lock together on the door… if you are usuing the batteries that came with the lock, switch them out with new ones. Last, contact Schlage support.

You still having an issue? If so did you try to reset the lock?

If you have a door contact sensor and access to RBoy Apps, check out the LUM app, it has the ability to auto relock the door only when the door is closed.

Same lock, same problem. Started when my lock was 1 month old. Schlage sent a replacement lock, and as long as I left it in the “autolock after 30 seconds mode” it seemed to work ok. But now 7 months later, even when in autolock mode, it has started to have the same problem again with the keypad dying, but the lock still responding to commands from my phone app. I have found that if I unlock the lock remotely, then let it autolock on its own, it will reset the keypad without having to remove the battery. But I’m having to do that every 2 weeks or so now. Definitely not reliable.

I am sorry to hear this is happening. Being on a business, the lock is not covered under warranty and the previous replacement was sent as a one-time accommodation. I do apologize for the inconvenience. I highly recommend looking into commercial model locks as they may hold up better with the use a business gets.

Please let me know if you have any questions :slight_smile:

Thank you and Have a safe day!

Deanna Green
Consumer Loyalty Representative

Same thing happened to me last week. ST showed 98% battery charge and the keypad simply died. Switched the batteries and it is working for now at least. Schlage Camelot (zwave).

Mine suddenly stopped responding the other day and I just disabled and re-enabled the keypad using the device interface in the ST app. Came right back to life!

I had the same problem (keypad no response, ok to control via hub) after about 3month. Found out it is the connector from the keypad to inside board got loose. Reconnect solved the problem and I will keep monitoring it

Two years after the post and this is still an issue? My Schlage Connect lock is 1 month old and the keypad non responsiveness has happened twice. I do not have Smart Things at all. This is a Schlage lock issue. Unplugging the battery pack and plugging back in fixes the issue until the next time. Now I have to give keys out, what’s the point it the lock then?
Had this thread or anyone contacted Schlage yet?

I have had this issue happen numerous times with numerous locks in the past 6 months - the most recent was with a brand new replacement BE469 Firmware Ver. 10 after the previous lock did the same thing (so that was twice in 24 hrs with 2 different locks). I got the same response from Schlage: it’s a power connection issue… No, it’s not. I’ve installed 40+ of these locks over the past 5 years and I know what I’m doing. The issue of the lock face going dark/unresponsive is one thing when the lock is in the “unlocked” position, but I have had several instances when it has gone dark/unresponsive while the deadbolt is engaged. When that happens, you need a key, and really need to torque the bolt back. I spoke to Schlage about that issue and the rep didn’t understand what I was talking about. They sent me lock replacements, and ironically, the lock I recently replaced (the FW v. 10) just did it again today. Replacing it today…

Same issue here. We have had this keypad for at least 2 years, suddenly (yesterday) it stopped responding. A quick power cycle and it came back to life. Then a couple hours later, it was dead again. Tried brand new batteries (even though the last ones were at 83%), same thing, came back to life but only temporarily. Called Schlage, because we were within our warranty - they replaced the lock. Hooray!

Camelot, BE469, Firmware Ver. MAIN_7.1. Purchased 12/2017

Did anyone get return directions with their replacement lock? I just got mine yesterday, but no directions or return label. Or are they taking the Amazon approach of discard the old one. I emailed them back, but it seems like a 3-4 day wait period for a reply.

They’ve never required us to return them, especially if they’re still under warranty.

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I have 3 of these and have the same issue with just one of them. I called Schlage and they’ve sent a replacement but I have a theory of what may be causing this to happen and was hoping everyone could confirm there instances against my theory. Of the 3 locks I have installed, 2 are located behind a store door while the 3rd lock (with the problems) is mounted on a door without a storm door. I live in MI where summers get hot and winters get cold so my theory is that because this lock is exposed to the elements and not covered by a storm door the rain, snow, hot & cold is somehow effecting the function of the keypad? So I’m curious if your problem locks are exposed to the elements, covered by a storm door or under a roof such as inside of a garage/under a porch eave?

We’ve got a few test locks setup in different conditions including this one facing the morning/afternoon sun outside with limited exposure to rain and frost for the past 6 years. So far so good.

A few things to check:

  1. Is the keypad wire connected properly. You’ll have to disassemble the mounting and check it.
  2. Has the keypad has become disabled (internal setting). This is also known as privacy mode. You can change this setting directly on the lock or by using this Enhanced Z-Wave lock device handler (which also has fixes for other firmware bugs with this lock model including partial loss of notifications and well as getting access to other hidden features on this lock like the built in alarms, audio controls etc): [RELEASE] Universal Enhanced Z-Wave Lock Device Handler for Schlage, Yale, Kwikset, IDLock, Popp, Danalock, August Pro, Keywe, Philia, Samsung
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So i had this issue. Locked/unlocked via phone, key worked alarm etc, but the exterior keypad looked dead. Removing/replacing the batteries didnt do anything and the wires between interior and exterior were fine and connected. I took it apart and noticed moisture on the circuit board and corrosion on the inside of interior plate. So i took it all the way apart, (removed the circuit board) and wiped it off with a clean paper towel. I Think the water droplets on the board made the keypad invisible because once i wiped it off (it had a decent amount of water buildup) it worked just fine. I live in the south and with the hurricane elsa just went through i think the difference between the 90deg 80%+ humidity outside and the cooler inside caused the condensation to happen. So maybe give the circuit board a quick wipe down and see it it work (both sides).

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I have two BE469ZPs; firmware 0.11.0. They both do it with brand new batteries. The first one about 3 days after installation, the 2nd one 27 minutes after installation. Put voltage meter on them both: 6.4V and 6.47V respectively. First one is connected to my Aeotec SmartHub and still works via the app when the keypad is dead. 2nd won’t connect to the hub/mesh even though it’s 50ft line-of-sight to the first lock; 70 ft to hub. (So much for robust z-wave meshes). Disconnecting / reconnecting batteries “solves” it…