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

Rpmott

Level 1

4 points

Dec 30, 2018 11:40 AM in response to cryptobrian

Thanks, I Will try

Feb 2, 2019 7:53 AM in response to Tigerstang

I’m not exactly sure what the problem is cause it’ll work for a few days and then not work. I do believe that it’s a Homekit issue because it hasn’t been that reliable

knurd

Level 1

32 points

Mar 28, 2019 10:19 PM in response to Heartbreaker81

We have 2 of these locks. One works fine after updates and the other doesn’t.

Oct 31, 2018 11:06 AM in response to Heartbreaker81

Has anyone downloaded the Sense app update that was released on 10/23/2018? It claims to have a firmware update, but my lock says its on Firmware 4.31 (claims it is the latest). 4.31 has been out for a while so it doesn't look like it sees a firmware update. I have an iPad Air on iOS 12.0.1 that I use as my HomeKit hub. Connectivity barely works. And remote from my iPhone (7 Plus, also on iOS 12.0.1) when I'm out of the house never works. Have gone through all the different scenarios/resets in trying to connect/pair. I was excited when I saw Schlage released an app update, but still no success for me 😟

Oct 31, 2018 11:55 AM in response to thompsst3

The latest firmware is 4.3.1

I was excited to hear about the new firmware as well but I think they lied about the update so they can “reset” the app review.

It’s a tactic that many bad app developers use to get a “fresh” start from people.

I’d suggest everyone give them a 1 star review with every update until it’s resolved! I didn’t spend $200 on a lock so I can’t control it remotely or with Siri.

By The Way, my August Lock still works with iOS 12.1

Nov 11, 2018 11:37 AM in response to idua

Sometimes it works? Are you using an Apple TV as a hub? or... is the time it works when you're in Bluetooth range with your phone? I'm curious because everyone I know can't connect with their iOS devices using WiFi right now. thx

Nov 11, 2018 11:43 AM in response to iOS Software Engineer

Saying that I think you're referring to my Apple TV which I have not update yet as it's in a remote location where my Schlage lockset isn't responding. Thanks ... I'll get over there and update the Apple TV... sad, though, that nothing works after updates... all the more reason NOT to update anything after it's working unless necessary.

DJKM

Level 1

5 points

Nov 14, 2018 9:02 AM in response to iOS Software Engineer

This might help:

"Set up HomePod as a home hub

HomePod automatically sets itself up as a home hub so you can control your HomeKit accessories remotely with the Home app and create home automations. Just make sure that the iOS device you used to set up HomePod is signed in to iCloud with the Apple ID that you used to set up your HomeKit accessories in the Home app."

Also, this might help:
"Check the status of your home hub

You can check the status of your home hub, like if it's connected, in the Home app on your iPhone, iPad, iPod touch, or Mac.

On your iPhone, iPad, and iPod touch: Tap in the upper-left corner. If you have multiple homes set up, tap Home Settings, then tap a home. Look under Home Hubs to see if your home hub is connected.
On your Mac: Go to Edit > Edit Home. Then look under Home Hubs to see if your home hub is connected. To check the status of a home hub in a different home that's set up in the Home app, tap Homes in the upper-left corner, then click a home.

To check if your Apple TV is set up as a home hub, go to Settings on your Apple TV, then click AirPlay > Room and make sure that you assign your Apple TV to a room in the Home app.*

If you have multiple home hubs set up, the primary home hub will show as connected. The other home hubs will show Standby as their status and will take over remote access if the main home hub is disconnected."

This all comes from: Set up your HomePod, Apple TV, or iPad as a home hub - Apple Support

In addition, you might want to look at this:

https://www.reddit.com/r/HomeKit/comments/8q9jub/change_primary_hub/

Nov 20, 2018 9:35 AM in response to Heartbreaker81

So after spending most of Saturday on these problem Sense locks and HK, I went to the store and bought two more to see if there would be a difference in them. What a shocker the new locks paired up and work with HK flawlessly.

So it appears if you bought your locks a couple of years ago and more, it is possible that they will not work with HK like before ios12 and all this came about.

rvarey

Level 1

8 points

Nov 28, 2018 2:52 PM in response to Heartbreaker81

Similar issue for me, I have 2 Schlage Sense locks, one needed to be factory reset and Apple Home wouldn't see it properly so I deleted it and tried adding it again but it just won't find the lock anymore. The other lock works fine using Home or the Schlage app (both locally and remotely). All devices (iPhone, iPad & Apple TV) are all running the latest software updates.

Dec 6, 2018 7:31 PM in response to ceredon

I don't think apple fixed anything, my AppleTV is on tvOS 12.1.1 and my iOS devices are on 12.1.1 yet when I stand on my sidewalk with full wifi coverage but just outside of bluetooth range I my Schlage Sense lock doesn't respond. It only responds when I walk into bluetooth range. My @TV is acting as the home hub signed into my iCloud account and it is maximum 10m direct line of sight from my front door...

Was there a Schalge firmware update or something that I'm missing out on, my Schalge Sense deadbolt is 4.31.0?

It seemed like it was less finicky than in the past after 12.1.1, however I should be able to unlock my door when outside of bluetooth range, should I not?

Dec 6, 2018 9:32 PM in response to marchildy

I did my update today - now on 2.1.1 for my phone and tvOS - I tested while I was out and about outside of Bluetooth range. I opened Homekit and noticed it still showed lock not responding so I closed the Homekit app and reopened and then the lock was showing up fine and I was able to open and close the lock. I also opened the Schalge app and was able to do the same thing with that. So all seems to be working as it should.

Dec 8, 2018 3:40 PM in response to KereruHugger

So after more testing outside the house and on the 4G Network with no wifi or bluetooth it does still work fine. but when I'm close or inside the house testing with bluetooth and wifi both turned off it seems to have issues with resolving lock status?

Anyway from what I can gather as long as you are testing away from the location it seems to work fine.

Feb 1, 2019 4:55 PM in response to Rpmott

I am now experiencing this problem since upgrading to 12.1.3. If I set the Schlage lock up using the Schlage app not as a HomeKit lock, it’s fine. As soon as I try to use HomeKit, the lock stops communicating. I can’t even make it through the setup. I have tried turning off my hubs and it still doesn’t work. Anyone else having issues still? I have factory reset multiple times to no avail.

Nov 16, 2018 8:20 AM in response to andrewfromgr

An easy way to solve this is to release a new WiFi adapter that works with HomeKit.

HomeKit needs data to be encrypted. The current version doesn’t encrypt so it’s not compatible.

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Schlage Sense lock not responding on Homekit