FAQs

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One of my Networx locks has a "Communication Error" status in the Gateway Lock Table screen. This lock was communicating normally last week. How can I troubleshoot this issue?

A lock that was communicating normally with DL-Windows but has suddenly lost its connection usually points to a loss in power or a physical change that has caused RF interference.  To troubleshoot, start with the most likely causes:

Check Batteries

Lowered battery voltage is the usual reason for a Networx lock to suddenly drop off the Gateway's Lock Table without displaying any other symptoms.  Check the battery voltage has not dropped below its required threshold (typically around 4.5V to 5.0V); replace with fresh Duracell/Energizer alkaline batteries if necessary.

Environmental Changes

In some cases, physical changes between the lock and the Networx Gateway are causing interference.  Examples include new appliances, metal shelving, changes to Wi-Fi access points, new drywall construction, large metal equipment, etc. 

 

Re-Sync the Lock Configuration Table

The Gateway's internal lock mapping table is out of sync with DL-Windows.

1. 1. Launch DL-Windows and open the GW Config screen.
   2. Verify the Gateway displays a healthy status (blue icon/connected).
   3. In the Gateway Configuration screen, select Gateways > Send Config Table to the Gateway.
   4. Wait 30-60 seconds for the system to finish sending data, then refresh the screen to see if the lock status returns to Normal / Connected. 

 

Re-Discover / Re-Link the Lock

If the "Communication Error" still exists,

1. 1. In DL-Windows, open the Gateway Configuration screen, then select Locks > View Gateway's Lock Table.  Note down the lock's ID and Gateway assignment.
   2. Temporarily unlink the lock from that Gateway's Lock Table.
   3. Put the Gateway in Enroll/Discovery Mode.
   4. Reset the lock to its original factory condition (see the "Erase All Programming" instructions in the documentation provided with the lock).  Optionally, enter Program Mode and use Function 99 "Clear All Lock Programming".  This will reset the lock and make it available to be re-discovered.
   5. After successfully re-discovering the lock, download the Lock Profile to the lock.

If the Gateway is displaying as red / offline in DL-Windows, the network connection to the Gateway may be the source of the issue (check the Ethernet cable, IP address changes, or DHCP lease expiration).