Initial Lock and Gateway Connection Issues

Newly onboard lock does not connect to a gateway

<aside> <img src="/icons/info-alternate_gray.svg" alt="/icons/info-alternate_gray.svg" width="40px" />

Please note, when adding a new lock or gateway to the TTLock application, it may take up to 3-5 minutes for the pairing to take place. Pairing will occur automatically, and does not require you to have the pairing screen open to complete.

</aside>

If you’ve onboarded a lock onto the TTLock platform and it does not connect to a previously onboarded gateway, follow these steps to troubleshoot:

  1. Ensure you have added the gateways to the TTLock application
  2. If you previously added the gateways, log into the TTLock platform and follow the steps here to check if your gateways are online
  3. If gateways in proximity of the lock are showing online, allow for 3-5 minutes for the onboarded lock to pair with the gateway.

Lock power issues

Lock does not power on after inserting or changing batteries

If you’ve changed the batteries on a dead lock, and the lock still does not turn on, follow these steps to troubleshoot:

  1. Utilize a back-up power bank and plug it into the bottom of the outside of the lock.
    1. If the lock powers on, this will be an indicator that there is something wrong with the battery terminals on the back side of the lock
  2. Replace the back side of the lock (battery side) with a spare back side of the lock

<aside> <img src="/icons/info-alternate_gray.svg" alt="/icons/info-alternate_gray.svg" width="40px" />

Once replaced, the lock will automatically reconnect to the TTLock platform.

</aside>

  1. If you do not have a spare lock on hand, follow these steps to adjust the positive battery terminals in the battery box

<aside> <img src="/icons/info-alternate_gray.svg" alt="/icons/info-alternate_gray.svg" width="40px" />

Adjusting terminals is considered a temporary fix, and it is recommended to contact [email protected] for replacement parts.

</aside>

Gateway loses connection to internet

Gateway is Offline

<aside> <img src="/icons/info-alternate_gray.svg" alt="/icons/info-alternate_gray.svg" width="40px" />

Gateways man periodically lose internet connectivity for a number of reasons, however in most cases, the gateway should reconnect to the internet.

</aside>

  1. Log into the TTLock platform and follow the steps here to check if your gateways are online
  2. If a gateway is marked as offline, go to the gateway and check if the LED lights on the gateway are flashing Blue or Red periodically
    1. If so, the gateway has power, but is likely not connected to the internet
    2. If not, the gateway has no power, so check the power sources to the gateway to ensure power is being supplied (For G2 WiFi gateway, check USB powered wall outlet adapter, for G3 gateway, check PoE connection)