Schlage Sense lock not responding on Homekit

I have recently updated my iPhone iOS to iOS12. Everything works fine except for my smart lock on Homekit, where I am not able to lock/unlock the door remotely. Also, the lock always show as "Not Responding" on my Homekit app.

My smart lock is - Schlage Sense Smart Deadbolt with Century Trim.

Here is the brief history of what happened:

1) Prior to updating to iOS12

- When my devices were still on iOS11.4, all the appliances in my Homekit works fine, which includes the smart lock. I can unlock and lock my door remotely via the Homekit app (and also the Schlage Sense app) from iCloud. I can also lock the door when I am home via Siri on my Homepod via my home wifi network.

2) After updating to iOS12

- All my smart devices works fine EXCEPT for my smart lock where it keep showing "Not Responding" on my Homekit app and also the Schlage Sense app (with an Unreachable status)

- I can't lock/unlock my Schlage Smart lock remotely (via iCloud) or when I am in my home wifi network

- If i need to lock/unlock the lock, i will need to be in close range. I guess this works because my iOS devices are connected to the lock via Bluetooth.

My iPhone is iPhone 8Plus running on iOS12 and my iPad is iPad Air 1st Generation which is also running on iOS 12.

Does anyone know how I can fix this? Let me know if you need any other additional information to diagnose this issue.

Cheers

Bert

Posted on Sep 20, 2018 10:36 PM

Top-ranking reply

DarrinM905

Level 1

4 points

Posted on Oct 12, 2018 10:43 PM

I've got some good news for everyone hopefully. I had all the same problems reported by everyone on this issue. I've got an iPhone 6s Plus, and even installed the latest iOS 12.0.1 update. However, this didn't resolve the issue.

The resolution to the problem was to do a factory reset on the Schlage lock, and then reinstall the lock. This will take you about 60 minutes to complete from start to finish. You'll find the procedure for a factory reset from the Schlage site, specific to your model. My model was Schlage Sense SMART DEADBOLT.

Before you do a factory reset, you'll need the factory default codes for programming/activating the lock again. These codes are on the front of your Schlage Sense manual. If you don't have the manual, I believe they are also on the inside of the lock on a sticker; check the battery case that slips out. You'll need the:

Programming code
and either User Code A, or User Code B (default unlock codes)
and the Setup Code

Steps to get things working again: (60 mins.)

Removed (deleted) the lock accessory from the Home app on my iPhone.
Check the Schlage Sense app; you shouldn't see a lock in the app anymore.
Close the Home app, and the Schlage Sense app.
Remove the cover from the lock, and disconnect the battery connection.
From the outside side of the door, hold down the Schlage button on the keypad, and connect the battery again. This will perform the reset.
You'll need to enter that factory default "programming code" now to activate the lock. It'll do it's lock/unlock thing, once or twice, and then stop - should be ready to connect to now.
Ok, now open your Schlage Sense app again, and click on the lock icon to connect to your lock. Select the Apple HomeKit option, and the Schlage Sense app will launch the iOS Home app for you to scan your Setup code from your manual (it's the sticker on the front of your manual with a little home icon and bar code)
After successfully connecting via the Home app, try locking and unlocking from your iPhone; hopefully this is working well - mine is working with no problems whatsoever (no more "not responding" status messages).
If you've made it successfully this far, you can go in and enter all your personal pin codes for the lock again, using the Schlage Sense app: click on the people icon, and you can enter your codes and descriptions for each.

Everything was working after this.

I had to (there was a red badge notification) confirm the time zone setting in the Schlage Sense app.
I also had to re-apply personal preferences again (such as auto-lock after 4 minutes).
And I after I closed and re-opened the Schlage Sense app again (one more time, just to be sure), I was prompted to do a firmware update - which I decided to chance, and install - and everything is still working fine (this took another 20 minutes though).

Hope this helps most people out. Good luck everyone! If this fails to work, you're no worse off than you were, not being able to lock/unlock from your phone. You could still programmatically set your personal codes on the keypad - and continue to use your keypad to lock/unlock the door. But hopefully this helps most people, and saves some of you from thinking you'll need to buy a replacement lock.

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106 replies

decasam

Level 1

14 points

Sep 27, 2018 8:15 PM in response to ianivs

Same here. I updated my iPhone X and TVOS to v12 , and ever since then my Schlage sense smart displays “No Response” in HomeKit and “Unreachable” in the Schlage app.

I find this completely unacceptable given I’m in the IT field and go through the Lifecycle Dev process myself based on dependent applications myself, multiple times throughout the year.

Schlage, fix this!! It’s on you. Just posting here so that there is documentation from the HK side.

My 5 other HK devices work fine since updating TVOS and iOS.

Oct 8, 2018 7:45 AM in response to capnhaggis

I spoke to Schlage and they told me the issue is with Apple. They also said that I can use Bluetooth to lock/unlock my door with the Schlage app.

This is the reason why I selected HomeKit so I can remotely check and lock the doors!!!!!

I don’t know whose fault it maybe. Did Schlage use private API And Apple changed it causing their lock to fail? Or did iOS 12 break something?

I think Schlage will need to update their firmware to make it work with HomeKit.

Nov 11, 2018 12:57 PM in response to poweruser1394

If you’re WiFi adapter from Schlage, then HomeKit won’t work and you can’t use Siri.

If you’re usin Siri then you need an HomeKit Hub like HomePod, or an AppleTV. The hub needs to be updated to iOS 12.1.1 if you are testing for compatibility.

I haven’t updated to 12.1.1 because I’m sure it’s not going to fix the issue. I think Schlage should give me a $250 or a gift card for the Home Depot to buy something else.

Nov 14, 2018 7:44 AM in response to Drew_NY

You shouldn’t be afraid of upgrading. Schlage has access to Apple’s developer program and they had plenty of time to update their firmware and app to be 100% compatible with the latest version of iOS.

Apple has been good about not updating beta builds too frequently (unless there is a flaw that can compromise your security)

Schlage should have the sense to test their products and even get some beta testers to try new firmware prior to mass release.

In my home, I have a mesh network using Google WiFi.

I get WiFi signal all the way down the block (it’s not very strong but it works)

My lock is in the garage. Lately this lock has been useless since HomeKit doesn’t work! My hands are full and I can’t tell siri to unlock my door. I had to train my 4 year old to unlock the door with the code (works more reliably than HomeKit...LoL)

Nov 17, 2018 7:15 AM in response to Heartbreaker81

Having same issues as everyone else. After resetting lock, deleting and installing Sense app, and then adding locks to Sense app, it will work for two or three tries. After that it reverts back to same issue. Sense app can not find locks and HomeKit get reports locks are unreachable.

Since I have three locks at my home and need them to work remotely, I was forced to buy the Schlage Wifi adaptor $69.99, after a very poor experience on adding them to the adaptor, the locks are not working.

This is an unacceptable "fix"!!! I bought these locks two years ago because they WORKED with HK. Using the Wifi adaptor takes them out of the HK ecosystem.

ceredon

Level 1

8 points

Nov 23, 2018 12:48 PM in response to Drew_NY

Distance certainly isn't a problem for me. My Schlage worked for many months with my ATV gen 4, with both in exactly the same spots there have always been in. Only when updating tvOS did this become a problem. Nothing works.

Apple needs to get their act together on this. Being unreliable with home security isn't a great image to project when trying to get people to use their platform. This is unlikely to be Schlage's fault. It was working for everyone for a very long time and an Apple OS update borked it. That puts the onus on Apple to fix it.

ceredon

Level 1

8 points

Nov 29, 2018 2:15 PM in response to Craig Fletcher

I don’t see how it isn’t an Apple issue. Schlage locks worked for a very long time with HomeKit. Apple put out an OS update and Schlage stop working. Schlage didn’t put out a breaking update, Apple did. Maybe Schlage could have been more proactive to ensure Apple changes to the underlying protocol didn’t break their integration but it’s certainly impossible to say “this isn’t an Apple issue” when it’s clearly an Apple issue (even it’s also a Schlage issue).

I’ve been a developer long enough to not swallow every time someone tries to excuse Apple of any fault.

Nov 29, 2018 2:40 PM in response to ceredon

I have 12 different devices from 7 different homekit enabled services between my home and work. Hue, Lutron, Ecobee, Schlage, iHome, iDevices and LIFX Z. Everything worked perfectly accept Schlage. This in itself is telling me that Apple is not breaking stuff but Schlage needs to do a better job supporting updates. They usually have a year or longer, which from my development world of 20 years this is plenty of time. 🙂

Dec 3, 2018 11:13 AM in response to ceredon

Now that you mention it, my August lock is ALSO exhibiting similar behavior. We rarely use the August lock (it's on an inconvenient door that's old) but now that I read about this report, I am seeing "No Response" or "Locked" and then tapping it causes it to change to "Updating" etc.

Perhaps Apple changes something in tvOS 12 in relation to door locks in an attempt to increase security?

I think I'm going to roll my ATVs back to iOS 11 as a test.

Dec 8, 2018 2:20 PM in response to Heartbreaker81

So After the iOS update all was working well for a day until my Schlage app (on my iPhone) was updated automatically yesterday to 3.1.7 - Now there is no remote locking again! Back to the problem I had before the iOS update.

If you have the same problem after the app update please let me know.

Thanks

Frankns

Level 1

59 points

Dec 19, 2018 5:53 PM in response to Cashbeauwyatt

FWIW ... my ATV sits next to a Harmony Hub. And I appear to have solved the problem by increasing the distance between the two. I didn't require much change. In fact I raised the ATV above the HH about 4" So far, I seem to be able to connect again.

This feels too good to be true for my taste, but I'm adding it to the discussion. YMMV

Nov 16, 2018 3:53 PM in response to mauricio1974

What is the latest version of the firmware?

ceredon

Level 1

8 points

Dec 3, 2018 10:28 AM in response to Drosenth

Various reports that users of August and Weiser locks are also affected by the OS update. Same no response bug.

Wonder is anyone will blame Schlage for those ones too.

Sep 29, 2018 4:51 AM in response to idua

I downgraded my Apple TV back to tvOS 11. Worked with my 2 schlage sense locks for a week, now one of my locks says not responding. My iPhone is on iOS 12.

Even tried removing them from my home and repairing. Nothing works.

Even tried using an iPad (on iOS 12) as a hub instead of Apple TV.

Very frustrating.

Oct 5, 2018 4:14 AM in response to capnhaggis

Same issue here. All connected devices work except for Schlage Sense lock. Every time a new IOS is released HomeKit and Schlage lock stop working. This is unacceptable..... your development lifecycle needs adjustment to better test apps!

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Schlage Sense lock not responding on Homekit