WAFERKEY FAQs

Please scroll down to find troubleshooting steps for issues you may encounter while using WAFERKEY.
WAFERKEY

Lock Related

Lock Related FAQs

table of contents

What should I do if I can't unlock it? 

For example, if the screen keeps loading and spinning endlessly?
Please confirm first: Go to the lock status in the app, does the symbol below the lock button display “Nearby” or “Remote”? 

[Nearby]
Please confirm first:

Has the smart phone's Bluetooth been turned on? If it's an Android phone, please also check if the location for the phone is enabled.


Have you approached the lock and are within the Bluetooth range to perform the operation?


Can you see the current status of the lock on the app screen?

If all above are confirmed but you still cannot unlock, please try turning off the phone's Bluetooth and then turning it back on to troubleshoot.

What should I do if I can't unlock it? 

[Remote]
Please confirm first:

Are the Service, WAN, and Zigbee indicator lights on the Gateway device steadily lit?


Is the connection between the Gateway and the Server working properly? ←displayed and shown as the step 1 in the graph below


Is the connection between the lock and the Gateway working properly? ←displayed and shown as the step 2 in the graph below

What should I do if I can't unlock it? 

Check Result:

If the Service or WAN indicator lights on the Gateway device are not steadily lit, please check if the internet connection is working properly, shown as the graph below.


If the Zigbee indicator light on the Gateway device is not steadily lit, please provide a photo of the Gateway device and the error message that appears when the unlocking fails, so that the WAFERLOCK official LINE customer service can assist you, shown as the graph below. 


If the connection between the Gateway and the lock is interrupted and the red light is displayed, please try using a valid card to unlock the lock by sensing it in front of the lock. After successful unlocking, wait for about 3 minutes and then check again to see if the connection has returned to a green light.


If all above have been done but you still cannot unlock, please provide the error message that appears when the unlocking status happened. WAFERLOCK official customer service can be found: support.app@waferlock.com