General Troubleshooting
Troubleshooting error-codes
Troubleshooting error codes The Unloc app will report an error code based on what kind of issues you are experiencing. Beneath you find possible solutions. 1011/1020 If nonePopularProblems connecting to the lock?
If the door does not open Move closer to the lock Some locks use Bluetooth and require you to be close to the door. Other locks work over the internet, so make sure your phone has an active internet connection (mobile data or Wi-Fi). Check the door and lock Make sure you are standing outside the correct door and that you have selected the correct lock in the app. If you see an error code Please check this page (https://help.unloc.app/en/article/troubleshooting-Few readers
Unloc app error codes
Danalock error codes
This article covers error codes specific to Danalock locks in the Unloc app. Key & Data Errors Error 2180: Key Data Problem What happened: There was a problem with the key data received from the server. How to fix it: Try again. If the problem persists, try restarting the app or contact support. Connection & Communication Error 2204: Lock Busy What happened: The lock is busy and cannot process the request right now. How to fix it: Wait a moment and try aFew readersIP lock error codes
This article covers error codes specific to IP-connected locks (remote locks) in the Unloc app. These are locks that connect via the internet rather than Bluetooth. Vendors Covered The following lock systems use IP-based remote unlocking: AMAG ARX Avior Axema Vaka Dormakaba Exivo Dormakaba Exos Futurehome HedsamX Homecontrol Integra Milesight Parqio RCO Teltonika Connection & Network Errors Error 9001: Unknown Error What happened: The lock opeFew readersMasterlock error codes
This article covers error codes specific to Masterlock locks in the Unloc app. Connection Errors Error 7103: Lock Went to Sleep What happened: The lock went to sleep while connecting. How to fix it: Press the button on the lock to wake it up, then try again. Error 7913: Connection Timeout What happened: The app could not connect to the lock in time. How to fix it: Press the button on the lock to wake it up and try again. Make sure you are close to the lock.Few readersDormakaba DKey error codes
This article covers error codes specific to Dormakaba dKey locks in the Unloc app. Detection Errors Error 10051: Lock Not Found What happened: The app could not find the lock via Bluetooth within the expected time. How to fix it: Make sure you are at the correct lock and within range. Check that Bluetooth is enabled on your device and try again. Connection Errors Error 10060: Connection Failed What happened: Failed to connect to the lock. How to fixFew readersCommon error codes
This article covers common error codes that can occur across all lock types in the Unloc app. Bluetooth Detection & Scanning Error 1011: Cannot Find Lock What happened: The app could not find the lock via Bluetooth within the expected time. How to fix it: Make sure you are at the correct lock and within range (up to 5 meters). Check that Bluetooth is enabled on your device. Try restarting the app or toggling Bluetooth off and on. Bluetooth Connection Error 1020: CFew readersSaltoXS error codes
This article covers error codes specific to Salto XS locks in the Unloc app. Detection & Connection Error 6208: Lock Not Found What happened: The app could not find the lock via Bluetooth within the expected time. How to fix it: Hold your phone close to or tap it against the lock to activate it. Make sure you are at the correct lock and that Bluetooth is enabled on your device. Error 6209: Operation Timeout What happened: The lock operation timed out. How to fFew readersNimly error codes
This article covers error codes specific to Nimly locks in the Unloc app. Detection Errors Error 14010: Lock Not Found What happened: The app could not find the lock via Bluetooth within the expected time. How to fix it: Make sure you are at the correct lock and within range. Check that Bluetooth is enabled on your device and try again. Connection Errors Error 14204: Connection Failed What happened: Failed to connect to the lock due to a Bluetooth errorFew readers
Operational Insights
What are Operational Insights?
Operational Insights require your attention, and are automatically created from our continuous monitoring of Unloc. They alert you to problems with your locks or lock connections before they impact end users. Types of Operational Insights Lock Insights — Issues with the physical lock itself, such as low battery or communication problems. Lock Connection Insights — Issues with the system that connects to and manages locks, such as offline servers or authentication failures. VFew readersVendor Operational Insights
Severity: Critical Applies to: Cloud-based lock vendors A vendor's cloud API is currently unavailable. The impact depends on the lock type: Bluetooth-based locks — Keys will continue to work for most users, but some may experience service degradation (e.g., key creation or refresh issues). IP-based locks — Service is down. Users cannot open doors until the API is restored. How is thiFew readers
Lock Insights
Incorrect System Clock on Salto Lock
Severity: High Applies to: Salto XS The internal clock on the Salto lock is incorrect. This causes valid keys to be rejected, as the lock cannot properly validate key validity periods. Why does this happen? Every Salto lock has an internal system clock used to validate keys. When a user tries to open the door, the lock checks if the key's start and end dates are valid at the current time. If the clock is wrong, this validation fails — even for permanent keys. Common causes: BFew readersLow Battery
Severity: Low Applies to: Danalock, Salto XS, Dormakaba DKey, Nimly, Masterlock, TLJ The lock has reported a low battery level. If not replaced, the battery will eventually run out and users will be unable to open the lock. Why does this happen? Batteries naturally drain over time through normal use. The rate of drain depends on the lock type and how frequently it is used.Few readersOnly Errors Last Three Days
Severity: Medium Applies to: All locks A lock that was regularly used, has suddenly no successful openings in the last three days. At the same time multiple errors have been reported. This indicates that users are unable to open the lock. Why does this happen? Common causes include: Bluetooth connectivity issues — Interference or distance problemsFew readersBad Average Signal Strength for Danalock UM
Severity: Low Applies to: Danalock Universal Module The average signal strength during successful door openings has fallen below recommended levels. This may lead to increased connection failures and a poor user experience. Why does this happen? The Danalock Universal Module is positioned in an area with suboptimal wireless connectivity. Common causes: The module is far away from the door. The module is inside a metal box or enclosure that reduces signal. There is interferenFew readersApp Reported Error
Severity: Low, potentially high. Applies to: All locks A user has reported an issue with this lock through the Unloc app. The insight detail shows what the user reported and who reported it. Why does this happen? When a user experiences a problem opening a door, they can report it directly from the app. This creates an operational insight so you can investigate. Common issues reported: Bluetooth connection problems Lock not responding Physical issues with the door or lockFew readers
Lock Connection Insights
Milesight Connection Lost
Severity: High Applies to: Milesight lock connections We are unable to reach the Milesight module. Users will not be able to open doors controlled by this module until the connection is restored. Why does this happen? Power loss — The Milesight module has lost power. Internet conFew readersSalto Key Creation Issues
Severity: Medium Applies to: Salto XS lock connections We are unable to create mobile keys on the Salto server. Users may not receive new keys or key updates until this is resolved. We do have contact with the Salto Server (and Unloc proxy), so the problem is likely between the Salto Software and Salto Encoder. Existing keys are currently working, but service will degrade over time if the issue is not resolved. Why does this happen? Encoder issues — The Salto encoder may beFew readersTeltonika Connection Lost
Severity: High Applies to: Teltonika lock connections We are unable to reach the Teltonika device. Users will not be able to open doors controlled by this device until the connection is restored. What is a Teltonika device? A Teltonika device (TRB141 or TRB142) is an IoT gateway installed near your doors that communFew readersIntegra Connection Issues
Severity: Critical Applies to: Integra lock connections We are unable to reach the Integra server. Users will not be able to open doors controlled by this system until the connection is restored. Why does this happen? Server offline — The Integra server is powered off or has crashed. Network issues — The server cannot be reached over the network. Authentication issueFew readersRCO UC (undersentral) Offline
Severity: High Applies to: RCO lock connections The RCO UC Central controller is offline. Users will not be able to open doors until it is back online. How does RCO work? Unloc connects to the RCO server, which then communicates with the UC (Undersentral) to operate doors. The UC is a local controller that physically manages the locks. In this case, communication between Unloc and theFew readersRCO Authentication expired
Severity: Medium Applies to: RCO lock connections The authentication token used to connect to the RCO server has expired. Users may experience issues opening doors until the token is refreshed. How does RCO authentication work? Unloc uses an authentication token to communicate with the RCO server. This token needs to be periodically refreshed by an administrator logging into the RCO software. Why does this happen? Password changed — The RCO user credentials may have beenFew readersAMAG connection lost
Severity: Critical Applies to: Amag lock connections We are unable to reach the Amag server. Users will not be able to open doors controlled by this system until the connection is restored. Why does this happen? Server offline — The Amag server is powered off or has crashed. Network issues — The server cannot be reached over the network. How to fix it Contact your AFew readersSalto Proxy Connection Issues
Severity: Medium Applies to: Salto XS lock connections We are unable to connect to the Unloc Proxy running on the Salto server. Usually this means the server itself is offline, or Salto software has been stopped. Users may experience issues creating or refreshing keys until the connection is restored. What is the Unloc Proxy? The Unloc Proxy is a small software service thFew readersSmartair Connection Issues
Severity: Critical Applies to: SmartAir lock connections We are unable to reach the SmartAir system. Users will not be able to open doors controlled by this system until the connection is restored. Why does this happen? Server offline — The SmartAir server is powered off or has crashed. Network issues — The server cannot be reached over the network. Authentication isFew readersARX Connection Issues
Severity: Critical Applies to: ARX lock connections We are unable to reach the ARX server. Users will not be able to open doors controlled by this system until the connection is restored. Why does this happen? Server offline — The ARX server is powered off or has crashed. Network issues — The server cannot be reached over the network. Firewall changes — Network firFew readersDormakaba Exos Connection Issues
Severity: Critical Applies to: Dormakaba Exos lock connections We are unable to authenticate with the Dormakaba Exos server. Users will not be able to open doors controlled by this system until the connection is restored. Why does this happen? Credentials changed — The API credentials in the Exos system may have been changed. Server offline — The Exos server is powered oFew readers