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.

View in context

106 replies

Oct 11, 2018 6:38 AM in response to Heartbreaker81

Greetings:

I'm also experiencing issues with HomeKit and Schlage Sense, however; the issue I experience is a barrage of HomeKit notification about my Schlage Sense supposedly locking/unlocking . . . up to eighteen times in a minute! If I view the Schlage Sense lock in the Schlage iOS app., it appears normal (i.e. locked as it physically is). I'm not sure what is prompting HomeKit to register changes multiple times within a short burst. This began after updating to iOS 12.0.1 - prior to that, I had no issues.

I'm tempted to delete the Schlage Sense locks from HomeKit and rely solely on the Schlage Sense iOS app

Oct 11, 2018 6:44 AM in response to Heartbreaker81

I could say that my August Lock and Kevo locks don’t have any problem.

My Schlage Sense is giving false notifications about the door being unlocked (or locked). It’s also not allowing me to unlock the door with HomeKit or Siri.

If I use their app within Bluetooth range, it does work.

I think I may end up going to Home Depot and getting another lock instead!

DJKM

Level 1

5 points

Oct 16, 2018 2:19 PM in response to Heartbreaker81

I've got the same issues, I had already the done a factory reset on the Schlage lock (as DarrinM905 mentioned), but I was not as lucky since it did not help.

I have logged out of iCloud on the AppleTV. I have two Apple TVs in the house and changing it from one to the other does nothing to resolved the issue.

Anyone have something else that got the lock back up and running with Homekit?

Oct 16, 2018 4:53 PM in response to DJKM

I was contacted by Schlage’s customer service yesterday for information about the issue. Apparently enough people have reported an issue that their engineering team is looking into a fix. They said they weren’t yet able to recreate the issue, but at least that means they’re working on it (I hope)

Oct 20, 2018 8:37 AM in response to DJKM

I spoke with Schlage yesterday afternoon and they are definitely working on a solution. They aske me several questions - does the lock work intermittently, does it work when on Bluetooth, how far are each of the locks from the Apple TV, etc. Hopefully the get this fixed ASAP.

miles20

Level 1

4 points

Oct 23, 2018 1:30 PM in response to Heartbreaker81

I am having the exact same problem, I have 3 Schlage Sense locks and none of them respond in homekit since upgrading to IOS 12 on both my Iphone7 and Ipad Pro. I am using the Apple 4k TV as my homekit hub. The only thing that seems to work is the notifications if I lock or unlock the doors manually. I have contacted Schlage but at this time I have not heard back from them yet.

DJKM

Level 1

5 points

Nov 9, 2018 3:16 PM in response to DJKM

When you stated iOS 12.1.1, there was nothing to indicate which device you were referencing, so I was letting you know that iOS 12.1.1 on my iPhone did NOT resolve the issue. My understanding is that iOS would be the iPhone/iPad, and tvOS would be for the Apple TV. Is that not correct?

My Apple TV is up to date, which is 12.1 (not on Beta). Lets hope the next update resolves the issue.

Nov 9, 2018 9:33 PM in response to Heartbreaker81

I’m having the exact same issue as well. I thought I was an IOS12 issue or an Apple Watch 5.0 issue, but after upgrading both today it’s not - hence searching for these posts. I have three Schlage Sense HomeKit locks, and none of them work, except at close range with Bluetooth. The Home App is totally confused with them as to whether they are locked or unlocked etc. as you all have described. All of my other Homekit devices work fine - just these Schlage locks.

cookmail

Level 1

4 points

Nov 10, 2018 4:41 PM in response to Heartbreaker81

Same problem here. I paid a lot of money to get the Schlage automated bolt locks installed in my home, and they don’t work no matter what I try. I think the solution is to move to a different brand that is more reliable.

Nov 13, 2018 2:26 PM in response to Vineet

I also have several HomeKit enabled devices. I have the Phillips hue, August smart lock second generation, ecobee 4, Schlage Sense, Sprinkler

My active HomeKit hub is an Apple TV 4K.

All my HomeKit devices work except for she leave oh my HomeKit devices work except for Schlage.

My home is 5,000 sq ft on 1 acre of land

Nov 13, 2018 2:50 PM in response to iOS Software Engineer

Thanks for the comment ... I have a similar setup... I just need to go over to the house and update my Apple TV 4K. I'm pretty sure my other Homekit stuff is working OK too... I have similar appliances to yours only my Ecobee is a '3'.

I think I'll call Schlage ... they never responded to my Twitter comment.

Nov 13, 2018 3:21 PM in response to Vineet

I hope you are wrong about the degraded bluetooth range. I wish I had a Spectrum Analyzer handy to measure that. I'm getting frustrated with Apple's choice of reduced functionality for no apparent reasons. My iPhone 7Plus has the lousy Intel chip in it as opposed to the better quality Qualcomm MDM9645M LTE modem in other models. I am on my 4th ... that is not a typo ... 4th phone. Bluetooth barely worked and only intermittently at best on the first... the Apple Watch did not like that. The second's bluetooth was ok, but the telephone reception was at least one bar less on weak signals compared to my iPhone 6S+ ... which today is overall more reliable than the 7Plus.... The 3rd still had the weak telephone reception but had issues with the screen going black...shutting down when holding the phone in different ways, esp. taking a landscape orientated photo .. got progressively worse over time.. do a hard reboot and it would be ok for a few days then start doing that again... got the 4th phone and learned from a higher than senior advisor that this was a known issue with the phone.... anyhow ... reducing signal strength is unfortunate if it's true.

Drew_NY

Level 1

4 points

Nov 14, 2018 7:54 AM in response to iOS Software Engineer

You say: don't be "afraid of upgrading" (but those who have, have lost function I now still enjoy), and now HomeKit doesn't work for you either? I agree "Schlage should have the sense to test their products," but apparently they don't. So doesn't it make sense for me to wait till they provide new firmware that solves problem before upgrading any device further, and lose functionality?

DJKM

Level 1

5 points

Nov 14, 2018 8:22 AM in response to Drew_NY

Just curious why you use the iPad for the hub rather than the Apple TV. I have the same 3 devices and since I am having the same Homekit/Sense connectivity issue I was considering changing the hub to the iPad to test if the problem continues.

Nov 16, 2018 8:09 AM in response to Heartbreaker81

Similar problem since upgrading. Remotely I can unlock and lock the door, however, at home it doesn't work unless I'm really close. This tells me it's prioritizing using Bluetooth over Wifi. All Schlage really has to do is update their app to disallow a device to connect via Bluetooth. Really not a tough update for an experienced developer.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Schlage Sense lock not responding on Homekit