Context:

This guide offers simple steps for common problems with your dormakaba EVO LZ Smart Lock.

What to Do:

1. Lock Not Connecting (First Time Setup or Reconnecting)

• Problem: The lock won't set up or connect to Wi-Fi.
• What to check first:
  • Wi-Fi Network: Make sure your Wi-Fi is 2.4GHz (802.11 b/g/n standard). The Wi-Fi name (SSID) should be visible and not have special characters.
  • Confirm Settings: Ensure Wi-Fi SSID and password are entered correctly. This is case sensitive and must match exactly. Refer to dormakaba's specific Wi-Fi requirements. 
  • Signal Strength: The lock needs a strong Wi-Fi signal (at least -70dBm). You can check this by pressing **8# on the lock keypad – a blue/red light means the signal is too weak.
  • Wi-Fi Board: To see if the Wi-Fi part of the lock is communicating, press **5#. This also tries to restart the Wi-Fi board. If you see a blue/red light, you should check the cable connection inside the lock (remove battery cover, unplug and re-plug the cable on the right side).
• Simple Fixes:
  • Re-enter Wi-Fi: Try re-entering your Wi-Fi name and password through the dormakaba Lyazon Utility app. To connect to the lock in the app, choose "Find Device" and enter *#*# on the lock keypad. Once the device details load, choose “Edit Settings” to re-enter SSID / password.
    • If you do not have a Lyazon account for your property, please reach out to SolArch@butterflyMX.com to request one then follow these instructions to create your Lyazon account.
  • Mobile Hotspot Test: Connect the lock to a 2.4GHz mobile hotspot. If it connects, the issue is likely with your property's Wi-Fi setup. (For iPhones, enable "Maximize Compatibility" for 2.4GHz).
  • Firmware Update: If your lock has older firmware (15.11 or earlier), it might have connection issues. Contact Dormakaba support (1-800-849-8324, option 3) for a firmware update.

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 that are connected to Wi-Fi. Check Wi-Fi connection using **1# on the keypad (blue/red light means no connection). Follow steps in #1 above to reconnect the lock to Wi-Fi.
  • ButterflyMX OS: Confirm that the lock is properly set up in the ButterflyMX OS, and tenants have the correct access groups and unit assignments.
    • Verify fob was added as a "Smart Lock Fob & Card" as shown in the instructions here. If the fob is set up as "Key Fob & Card" in the Tenant's profile it will not work on the smart lock.  
• Simple Fixes:
  • Change PIN: Try changing your PIN and waiting
  • Re-map Lock: If the lock is online but codes aren't working, reach out to ButterflyMX Support to "re-map" lock in the ButterflyMX OS.
    • This removes all credentials from the lock and syncs them again. This can only be done if the lock is online.
  • Firmware Update: Older firmware (15.11 or earlier) can cause delays in codes syncing (up to 24 hours). An update can help - reach out to Dormakaba technical support below to request a firmware update.

3. Dead Battery / Lock Won't Operate

• Problem: The lock has no power or won't respond.
• What to check first:
  • Low Battery Indicator: A long red LED on the lock means the battery is low.
• Simple Fixes:
  • Mechanical Key: Some models have a mechanical key override (MKO) for a physical key.
  • ELPS Device: For completely dead batteries, you'll need an ELPS (battery jump device). It's a good idea to keep one on-site. Make sure the ELPS device itself has fresh batteries. Follow these instructions to use the ELPS. 

4. Lock Still Not Working (After Basic Troubleshooting)

• Problem: The lock isn't working as expected and all other troubleshooting steps have been exhausted. 

Important Pro-Tip: Please only proceed if you have a backup entry method prepared (ie mechanical lock or spare EVO LZ lock) as the recommissioning and/or factory reset of the device removes all existing credentials until the lock reconnects and downloads them again. If the lock is still unable to connect, there will be no credentials on the lock for access and your backup entry method will need to be installed.

• Next Steps:
  1. Recommission:
     1. Open Lyazon Utility app and choose Find Device
     2. On the lock keypad enter *#*#
     3. In the Lyazon app, select the device that appears
     4. Once the device page loads, scroll down and select "Decommission Lock"
     5. After the lock decommissions successfully, wait about 90 seconds, then recommission the lock using the Lyazon Utility app and instructions here. Confirm the lock is online by entering **1# on the keypad. Do not proceed until the lock is online.
     6. After recommissioning, confirm the lock is online before contacting ButterflyMX Support (800-398-4416 ext 3 or support@butterflymx.com) to add the lock back to your building in the ButterflyMX OS.
     7. Please note, there are no credentials on the lock after you decommission it, please keep the door open until you are able to contact ButterflyMX Support to add the lock back to your building.
  2. Factory Reset:
     1. Remove one battery for about 10 seconds, then reinsert it.
     2. Within 10 seconds of the lock restarting, press *#0#. A yellow light confirms the reset.
     3. Wait about 90 seconds, then recommission the lock using the Lyazon Utility app and instructions here. Confirm the lock is online by entering **1# on the keypad. Do not proceed until the lock is online.
     4. After resetting, confirm the lock is online before contacting ButterflyMX Support (800-398-4416 ext 3 or support@butterflymx.com) to add the lock back to your building in the ButterflyMX OS.
     5. Please note, there are no credentials on the lock after you factory reset it, please keep the door open until you are able to contact ButterflyMX Support to add the lock back to your building.
  3. Hardware Issue: If the lock accepts codes (green LED) but the knob doesn't turn, it might be a hardware or installation problem. You should contact your smart lock installer to inspect it.

Contact Support: If problems persist and aren't related to codes, reach out to Dormakaba technical support (1-800-849-8324, option 3 or mhtechnicalsupport.us@dormakaba.com).