Jason - I had to hard code an unlock code into the lock so there was some access to the property. The code that is unlocking the door is NOT the code that is hardcoded into the lock. The two codes in the Alarm.com panel STILL do not open the lock. Do you think the panel you sent is defective? If not, how can we get this resolved?
Can you verify whether other signals are still successfully going through? If you arm/disarm remotely, does the signal still come through? If you try to lock or unlock the door remotely from the app, does it continue to work? Have you tried a factory reset on the lock?
It is highly unlikely that the problem is with the panel. Its much more likely that the problem lies with the lock itself. If you have not tried factory resetting the lock itself, it is definitely worth trying in the following order-
- Remove the lock from the panel.
- Factory reset the lock. (This will remove the users currently added in on the lock itself)
- Move the panel and lock within just a few feet of one another.
- Add the lock back to the panel and allow about 5 minutes before moving the lock away from the panel.
- Put the devices in their permanent spots and run a network rediscovery.
- Send codes to the the lock on Alarm.com and test.
If this has already been done, there may be an additional push our partners at ADC can try to push the lock to cooperate, so please let us know whether the reset has worked or not.
Amanda - yes, all other signals are going through correctly. Yes, I can lock/unlock the door remotely with the app. I have reset the lock to factory 3 times. I’ve also done the 6 steps above - multiple times.
Please proceed with whatever “push” can be tried. Thank you.
Its being done now. I’ll post again once they’ve all completely gone through to have you try to add the codes again (this should take a half hour at most). Some additional questions in the meanwhile just to continue eliminating potential problems, are you pushing the white button when learning in the lock to the panel (not the black one)? What color is the z-wave chip in the lock? I’m assuming its not blue (which is incompatible), but worth checking.
Yes, pushing the white button and the chip is green - what is the correct model number? I have another Alarm.com account through Frontpoint Security and have the same setup, it works correctly.
Can you now try adding a different code via Alarm.com to test if it will take a new user code now? Our specialists with ADC are still trying to get to the bottom of the issue.
May be time to just replace the lock?
It stands to reason if the OP has this same lock on another ADC acct, and it works without issue, perhaps the lock is just defective.
The Frontpoint panel is GE/interlogix, isn’t it? Not 2GIG?
I am not at the property and won’t be able to test until Friday.
RIVE - Yes, Frontpoint panel is Simon. Both locks are brand new out of the package. Odds of them both being defective are small. However, I may but a new lock from another source to try.
Its highly unlikely that both locks are bad (unless they are the same batch).
RIVE - how do I determine what ZWave version they are on?
Is there a date or version number on the locks? Remove the cover plate inside the door, and look. Without physical access to the locks it cannot be determined (I don’t think).
The way 2GIG does the zwave, is they add specific support for devices… especially the locks. If a manufacturer changes/updates those locks it can create a compatibility issue with 2GIG, and they won’t work right.
If you are trying to troubleshoot this remotely, I think you are just spinning your wheels.
There was a thing couple years ago (2012-2014?) involving Kwikset and their Smartkey/Smartcode locks, and a zwave breach/hack (that they tried to keep quiet). They were easy to defeat, and didn’t measure up the ANSI grade they were marketed as having in regards to torque.
Last time I heard, they had “allegedly” fixed the issues involved (which may have involved new firmware, or zwave chip update) So, if the date on your locks/batch codes are relatively recent, you may have the “revamped, new and improved” smartkey/smartcode locks.
Hence potential 2GIG compatibility issue.
See: http://www.2gigforum.com/threads/56-Can-Hackers-Unlock-My-Z-Wave-Door-Lock
All in all, kwikset locks are about the worst you can buy.
A full power cycle of both devices may help if commands are piling up in the panel or lock’s board.
Fully remove power from both the lock and the panel, and leave the panel without power for a full two minutes. Then power up battery first, then AC.
Verify the panel can pull the status of the lock by going to services - zwave - locks and selecting the lock. Then create a brand new user on ADC and send the code to the lock and panel.
So it appears part of the problem is that I had the user console open and new user updates weren’t posting. Here is where I am:
- Remove both locks from ZWave system - reset locks to factory default
- Learn in both Kwikset 910 locks
- In ADC, assign lock code to user
- Wait 10 minutes
- Test codes - all codes that are ODD NUMBERS ONLY (i.e., are one push of the dual push button) work. Any code with an EVEN number (two pushes of the dual push button) do not work
I bought a new lock from a different vendor and tried the above with same results.
Any idea why this craziness is happening?
That definitely points toward the 10 digit Kwikset lock changes I mentioned at the end of this post:
You probably have a different 2GIG firmware version on your other system which is why you don’t have the problem there.
From Ryan:
Another idea (but a long shot)… I know changes were made to 2GIG and Alarm.com recently to support the new 10 digit Kwikset locks (913 & 916). I wonder if any of these changes caused a problem with the 5 digit locks. Could you try some really simple user codes for testing like 0000 and 1111? Again, it’s a long shot.We might have to wait for help during business hours from 2GIG and Kwikset on this one.
Upon further pressing regarding the above and your added information, I’ve been told that Kwikset 910 locks were designed in such a way that you can not use different codes that use the same order of buttons pushed and that the new 10 button locks are intended to resolve this.
Essentially, if you have one user with code “1357” than you can not have another user code of “1457” because they require the same buttons to be pressed in the same order.
However, I would imagine because we have not heard of this issue previously, that Ryan is correct and its connected to the changes with the new Kwikset locks/firmware changes. Have your codes avoided this pattern on your other system using 910s? If not and the locks work, what 2GIG firmware version is that panel on?
You mentioned “dual push” for even numbers, are you actually pushing the button twice?
If I recall regarding the Kwikset 910, the buttons are either or. You do not press twice for even numbers.
For example, the code 1357 requires the same exact button push sequence as 2468.
There are far fewer combinations on a 5 button lock, which is why we recommend a 10 button one.
I an trying to follow this, and an getting confused here…
Both Ryan and Amanda keep referring to the 910 on the “other” 2GIG panel…
You probably have a different 2GIG firmware version on your other system which is why you don’t have the problem there.
Have your codes avoided this pattern on your other system using 910s? If not and the locks work, what 2GIG firmware version is that panel on?
MY understanding is that the “other” panel with the 910 is not a 2GIG, and is a Simon Interlogix panel with Frontpoint… (and the locks in ADC work just fine).
RIVE – Yes, Frontpoint panel is Simon. Both locks are brand new out of the package. Odds of them both being defective are small. However, I may bu[y] a new lock from another source to try.
Am I missing something here? Seems to be a straight forward compatibility/lock firmware issue with ADC/2GIG only considering OP has obtained new 910’s and is having the exact same issue…
I suspect this is gonna take a 2GIG firmware update to resolve since ADC can’t figure it out.