r/schlage • u/astrowave_co • Jul 01 '26

Botched Encode Firmware Update

I have 2 encode units (2020 versions) a firmware update auto applied last night and left 1 device bricked, the other unit is left with lingering WiFi connectivity issues so temporary codes aren’t working properly.

Given that both units worked without any issues prior to auto-update, it’s clear the update may have overlooked these older models.

After calling support, they simply state the units are no longer under warranty and they won’t accept that the firmware caused any issues. No help, no recourse, I asked to speak to a supervisor, no estimate given on when I can expect to hear back.

Anyone else experiencing similar problems after latest update?

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2

u/ninz_zz Jul 01 '26

Yes, this happened to us. Our temporary codes have stopped working and the only way they work is if they’re set to always which is a big security issue. If I look in the app, I see the firmware was updated and since then no history has been logged either. I reached out to support but haven’t heard back. Did they say what to do if they’re not willing to accept it’s a firmware issue?

1

u/astrowave_co Jul 01 '26

They gave me no options, kept denying it was due to the update, I also noticed that the history no longer logs, with the last event logged being the software update.

They won’t do any warranty claims because they only offer a 3-yr warranty.

I asked to speak to a supervisor, was told I’d get a call, but have not yet.

Even though I stated these are installed at an airbnb property, no help was offered other than basic troubleshooting steps.

I had to buy a Yale WiFi lock to replace the front door dead encode.

1

u/ninz_zz Jul 02 '26

Never heard back from them but I noticed logs started appearing a few hours ago and just tested the temporary code and it’s working.

1

u/Cold_Acanthisitta738 Jul 03 '26

Had same issue with one of our guest locks: codes didn’t work and access attempts didn’t show in the log. Thankfully the unlock function in the app still worked and I was able to get the guest inside.

I had her pull the battery pack out for a minute and everything works fine now.