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

Nov 21, 2018 8:20 AM in response to PaulyWall

Interesting, and frustrating! I hope this isn't the case. I wonder what would make the difference between older locks and a new one if they have the same firmware version (4.31.0). The new locks you got are on 4.31.0 right?

Nov 29, 2018 2:04 PM in response to ceredon

Just to clarify this is NOT an Apple issue as there is no way they are going to test for every 3rd party device. It is a Schlage issue, they have had and do have access to betas , SDK's and development tools to make sure their devices work seamlessly. It is on them! Apple takes a year or longer to come out with a final release so Schlage has had plenty of time. iOS12 has been out for many months now and their locks still do not work with it. Incredibly frustrating!!!!

ceredon

Level 1

8 points

Nov 29, 2018 2:19 PM in response to Craig Fletcher

Quickest way to ensure more developers don’t move to support HomeKit? Continue to put out breaking OS updates and put the onus on accessory makers to keep up with breaking changes. These are not software companies, for the most part. Forcing them to play whack-a-mole on bugs and breaking changes is a great way to keep them away and on other HA platforms.

Nov 29, 2018 2:22 PM in response to ceredon

Apple provided ample time to its developers and hardware partners to test out iOS 12

This company is most likely using private API to access HomeKit. The public API has not changed significantly to break HomeKit

Schlage has two good options

1. Make their iOS app open source and allow the community to edit, modify new code

Nov 29, 2018 2:31 PM in response to ceredon

When I build an app, I need to test it against the OS I am building it on. When the OS updates, I need to test my App to make sure it STILL works with the update. It is on Schlage to make sure their apps and devices work with the latest releases. It is not a static world and is dependent on the owner of the device to either fix it or work with apple to get it fixed. This rule is the same for websites and all software and has always been this way! AGAIN, does not fall on Apple but Schlage! Period.

rvarey

Level 1

8 points

Nov 29, 2018 2:43 PM in response to Heartbreaker81

I am not a programmer and truthfully I don't care who's fault it is, Apple or Schlage need to fix this. That being said, my experience shows that existing locks continue to work fine with both the Schlage app and Apple Home. Everything was fine for me using iOS12 until a contractor slammed the door and sent the lock into alarm mode and I had to factory reset it. After that only my other lock works. I get notifications from Apple HomeKit when it's locked or unlocked, it locks based on my defined schedule, I can operate it during the day from my wifi at work, it's fine. It's just a "new" lock that it won't see.

Drosenth

Level 1

9 points

Dec 2, 2018 11:28 AM in response to CirrusWRX

****, can’t believe I was bit by the same bug. I just replaced my iPad that was acting as the HomeKit with an Apple TV fourth generation as I wanted a more stable working device. Little did I know that I took a step backwards. I can’t believe this is still an open issue and hasn’t been resolved. I want to revert my tvOS to 11.4, but I don’t have the right cable. Someone please fix this, and fix it quickly. Really gives me a bad taste around the schlage system.

Dec 4, 2018 6:51 AM in response to Heartbreaker81

This is a problem with smart homes as a concept. Who takes ownership of software and firmware updates? Every time I buy a smart device I wonder when the company making the device will stop testing it with the latest updates to iOS, etc. When will they stop updating the app, when will they stop updating the firmware? With a deadbolt there is at least an analogue solution with a key and thumb wheel, lights are often the same as they have a switch.

But when will will there be stable enough infrastructure in place to project a reasonable life cycle for smart accessories built into my home? I love the concept of smart homes, however I loathe the thought of having to replace my receiver because the app is no longer supported with a new phone, or my front door lock won’t connect to my home hub, or all of the light switches in my house become dumb switches because the manufacturer has moved on to their latest and greatest product.

I suspect that this is one of the strengths of HomeKit, as well as one of the weaknesses of smart homes. Perhaps there is space for a company who tests and maintains software/firmware for smart home products? Because if Schlage is underfunding their iOS/tvOS testing and development for new devices like Schalge sense, what will they be like in 5 years when a similar problem occurs and they are two generations further in smart home development?

This is the underlying problem with smart home products, who buys a deadbolt and expects to replace it in a few years?

Dec 13, 2018 9:28 AM in response to kmaxkersh

Mine doesn't work at all, and now I'm away from that home so I can not tinker with it. Does anyone know what the path forward is with Schlage if we decide to just return the unit? My other unit works fine so it is frustrating that they are having so many issues. Does anyone know if there are specific model batches that are less reliable, or if the older AppleTV 4K has less range to its hardware?

Dec 16, 2018 7:39 AM in response to marchildy

Bought a new lock a couple of weeks ago. I can’t get it to be found by HomeKit app even if I put the code option. I’m really frustrated and I feel that until they resolve the problem they Schlage should stop advertising as a HimeKit capable product. It is a LIE!!!!!!

Feb 2, 2019 9:10 AM in response to Cashbeauwyatt

Thank you! It is definitely a Bluetooth issue. Is there any way to extent range for Bluetooth? I use an iPad as a home hub - it’s pretty darn close already but I guess I need to get it even closer. It will be hard to do based on available outlets.

idua

Level 1

8 points

Sep 28, 2018 9:03 AM in response to Heartbreaker81

Same here since ios 12 update- sometime it works but mostly not. Very random

decasam

Level 1

14 points

Oct 17, 2018 1:40 PM in response to capnhaggis

Funny how earlier in the thread when someone else called Schlage, they were told it was on Apple. SMH.

Oct 28, 2018 3:20 PM in response to Heartbreaker81

I'm having the exact same problems too. Hopefully we get a fix soon.

Oct 28, 2018 7:20 PM in response to Heartbreaker81

Damm... i tot i am the only one.. it seems like everybody is facing the same issue. Where can i file a bug to pressure

Schlage

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Schlage Sense lock not responding on Homekit