WAFERKEY FAQs

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

Remote Connection Related

Remote Connection Related FAQs

table of contents

Unable to pair the R400 gateway. 

Please ensure the following:
 1. The lock's firmware is up to date. (Check the firmware section in the app’s settings. If a red dot appears, click it to update and stay close to the lock, avoiding switching apps.)
 2. Your mobile phone and the lock are within Bluetooth range.
 3. The gateway should be within 3 meters of the lock, with no obstructions. For best connectivity, its front side (with the logo and light) should face the lock, aligned parallel or at a 45-degree angle. Avoid installing it vertically at a 90-degree angle.

If the issue persists, send us the following details via email: support.app@waferlock.com


The lock model paired with gateway, Door material


Floor plan (photo and video preferred) 


Showing the distance between the power supply, Ethernet cable, and the lock with the gateway


The R400’s installation direction (e.g., whether the gateway faces the lock)


Lock and Gateway device IDs, firmware versions


Mobile phone system (iOS/Android)


WAFERKEY app version

The process of granting access is stuck or unable to delete the user. 

Please check if ZigBee is disconnected by inspecting the connection status on the R400 management page. 

The red dot in front of the lock indicates the disconnection, please then reconnect ZigBee with the following methods:  
1. Unlock with a valid keycard (activating the lock will initiate the connection).  
2. Restart the lock by cycling the power - remove and re-install the battery
Afterwards, pull down the user management page to refresh.

How can I know the version of WAFERKEY in use？ 

Press and hold the SYNC button on the side of the R400 for 2 seconds; then release it. You can identify the connection mode through the indicator lights:

Wired mode: WAN light blinks slowly for 3 seconds.


WiFi mode: Power light blinks slowly for 3 seconds.

What is the default connection mode for the R400? 

The default mode is RJ45 (wired Ethernet cable) mode.
If it has been changed and you want to switch back to RJ45 mode, you can use the switching method to revert to it.