Before You Call Support — Run These Keypad Checks First
Work through these star codes in order at the lock keypad. They take less than 2 minutes and will tell you exactly where the problem is.
| Step | Code | What It Checks | 🔵🟢 Blue + Green | 🔵🔴 Blue + Red |
| 1 | **4# | Battery level | Battery adequate | Battery low — replace soon. No lights at all = fully dead, use ELPS device |
| 2 | **5# | Wi-Fi board cable | Board communicating normally | Re-seat cable inside battery cover (right side). Wait 90 seconds, then re-test |
| 3 | **1# | Wi-Fi connection | Lock connected to Wi-Fi ✅ | Lock not connected — continue to Step 1 |
| 4 | **8# | Signal strength (RSSI) | Signal ≥ -70 dBm ✅ | Signal too weak — AP may be too far from lock |
⚠️ Always run **5# before **1#. A loose Wi-Fi board cable is the most common hardware cause of connectivity failure and must be ruled out first.
Is "Newly Offline" Normal?
Yes. dormakaba EVO LZ locks are designed to periodically disconnect from Wi-Fi to conserve battery — up to 8–10 times per day. This is expected firmware behavior, not a malfunction.
During brief offline windows:
- ✅ PIN codes and fobs always work at the keypad
- ❌ Swipe to Open is temporarily unavailable — returns automatically when the lock reconnects
- ✅ Generate an Access Code on Demand (ACOD) from ButterflyMX OS if a resident needs immediate access
Only investigate if a lock shows "Offline" for more than 24 consecutive hours.
1. Lock Not Connecting to Wi-Fi
Problem: The lock won't connect to Wi-Fi during setup or has gone offline.
What to check first:
- Run the keypad checks above in order — start with **5#, then **1#, then **8#
- Wi-Fi Network: Confirm your network is a dedicated 2.4 GHz 802.11b/g/n network. 5 GHz and dual-band are not supported. The SSID must be visible (not hidden) with no special characters
- Signal Strength: Minimum -70 dBm at every lock location. A consistently weak signal causes frequent disconnections and rapid battery drain. A Wi-Fi heatmap is strongly recommended
- Inside the lock: Open the battery cover and confirm the Wi-Fi board cable is firmly seated with no visible moisture or corrosion on battery terminals
Simple fixes:
- Power cycle the lock — remove and reinstall batteries, wait 2 minutes, re-test **1#
- Re-enter Wi-Fi credentials via the Lyazon Utility App → Find Device → *#*# on keypad → Edit Settings
- Mobile hotspot test: Connect the lock to a phone hotspot (iPhone: enable "Maximize Compatibility" for 2.4 GHz). If the lock connects to the hotspot but not the building Wi-Fi → the issue is the building's network, not the lock. Contact your IT team or ISP
- Firmware: If your lock is running firmware 15.11 or earlier, it has a known connectivity bug. Contact dormakaba Support for an update: 📞 1-800-849-8324 (option 3)
2. PINs / Access Not Working
Problem: A code or credential doesn't unlock the door.
What to check first:
- Lock online? PINs only sync to locks connected to Wi-Fi. Check with **1# — Blue + Red means no connection. Resolve connectivity first using Section 1 above
- ButterflyMX OS: Confirm the lock is properly set up in ButterflyMX OS and the tenant has the correct unit assignment and access group
- Fob setup: Verify the fob was added as "Smart Lock Fob & Card" in the tenant's profile — not "Key Fob & Card." The wrong type will not work on smart locks
Simple fixes:
- Change the PIN and wait for it to sync to the lock (lock must be online)
- If the lock is online but codes still aren't working, contact ButterflyMX Support to re-map the lock — this removes all credentials and re-syncs them. Requires the lock to be online
3. Battery Draining Faster Than Expected
Problem: Batteries are depleting much sooner than expected.
What to check first:
- Signal strength: Run **8# — Blue + Red means the signal is too weak. A lock working hard to maintain a weak signal is the most common cause of rapid battery drain
- Firmware version: Firmware 15.11 and earlier have a known battery drain bug — contact dormakaba Support for an update
- Inside the lock: Check for moisture or corrosion on battery terminals and confirm the Wi-Fi board cable is firmly seated
Network-level fixes (share with your IT team or ISP):
- Enable a Multicast filter on access points
- Disable background scanning on access points
- Confirm DHCP lease duration and scope are adequate for all locks
💡 Most battery issues resolve once the network is properly configured. If batteries were lasting several months and suddenly began draining quickly, a recent network change is the most likely cause.
4. Resident Locked Out
Problem: A resident cannot get in and needs access now.
| Situation | Solution |
| Lock is temporarily offline | Generate an Access Code on Demand (ACOD) from ButterflyMX OS → Devices → Smart Locks → Lock Detail. Resident enters the code at the keypad — no Wi-Fi required |
| Resident doesn't know their PIN | Generate an ACOD from ButterflyMX OS as above |
| Battery fully dead — keypad unresponsive | Use the ELPS emergency power supply device to temporarily power the lock. Enter PIN code, then replace batteries immediately |
✅ PIN codes always work at the keypad regardless of Wi-Fi status. If the resident knows their PIN, they can always get in — even when Swipe to Open is unavailable.
5. Before You Contact Support — Escalation Checklist
Gathering this information before calling saves time and avoids multiple follow-ups:
| Information Needed | Details |
| Property & unit | Site name and unit number of the affected lock |
| Symptom | Lock offline? Battery draining? Resident unable to enter? |
| **4# result | Blue + Green or Blue + Red? No lights? |
| **5# result | Blue + Green or Blue + Red? |
| **1# result | Blue + Green or Blue + Red? |
| **8# result | Blue + Green or Blue + Red? |
| Hotspot test result | Did the lock connect to a mobile hotspot? |
| Recent changes | Any Wi-Fi upgrades, network changes, or power outages at the property? |
| Photos | If corrosion or wiring issues are visible — clear photos of battery terminals and cable connections |
ButterflyMX Support
📧 support@butterflymx.com
📞 (800) 398-4416 ext. 2
dormakaba Multi-Housing Support
📞 1-800-849-8324 (option 3)
📧 mhtechnicalsupport.us@dormakaba.com