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How to Troubleshoot Your Yale Assure 2 Smart Lock

Context: 

This guide offers simple steps for common problems with your Yale Assure 2 Smart Lock.
 

What to Do:

Scenario 1: Commissioning Issues

  • Symptom: The lock is not visible to your ButterflyMX rep after setup.
  • Potential Solution: A potential reason is that ButterflyMX was not set as "Owner" in the Yale Access App. The installer must manually change the user from "guest" to "owner" for each lock in the Yale Access App. If the locks are still not available after this, you might consider deleting and re-adding the ButterflyMX contact in the Yale Access app.

Scenario 2: Wi-Fi Connection Issues

  • Symptom: The lock is offline or not maintaining a stable connection.
  • Potential Solution:
    • Confirm that the lock is connected to a 2.4GHz Wi-Fi network. The lock requires a stable 2.4 GHz Wi-Fi network for optimal performance. Check out more information about Yale’s Wi-Fi recommendations and troubleshooting.
    • It is a best practice to ensure a strong Wi-Fi signal. The minimum signal strength at the Wi-Fi communicator inside the lock should be -70dBm. It is recommended to conduct a Wi-Fi network heatmap to verify signal strength at each lock location.
    • If using the Yale Access App, check the network status there, as it can show if a lock is online or offline.
    • If a lock is offline, an on-site property manager can perform a BLE sync from the ButterflyMX app.

Scenario 3: PIN Not Syncing

  • Symptom: A PIN or other credential is not working at the lock.
  • Potential Solution:
    • Network interruptions can cause PINs to not sync, even if the Smart Lock Admin Portal shows the lock as 'online'.
    • A potential solution is to re-map the lock in the ButterflyMX OS or synchronize it in the Smart Lock Admin portal.
    • As a backup, you can use the ButterflyMX app to sync pending credentials via BLE while near the lock.
    • Confirm lock serial number matches the correlating unit lock and rename / re-map in the Smart Lock Admin Portal and ButterflyMX OS if there are discrepancies. 

Scenario 4: Battery and Lockout Scenarios

  • Symptom: The lock is not working due to a dead battery.
  • Potential Solution:
    • Yale locks can be opened with a physical key or a 9V battery jump device if the battery is dead.
    • If batteries are changed, you might consider advising the user to use the Swipe to Open (STO) a few times before using the 'sync' function in the ButterflyMX app to get an updated battery level.

Yale Assure 2 Smart Lock Quick Troubleshooting Guide

This guide offers simple steps for common problems with your Yale Assure 2 Smart Lock.

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

  • Problem: The lock is not visible to your ButterflyMX rep after setup.
  • What to check first:
    • Owner Setting: Ensure that ButterflyMX was set as "Owner" in the Yale Access App. The installer must manually change the user from "guest" to "owner" for each lock in the Yale Access App.
  • Simple Fixes:
    • Re-add Contact: If the locks are still not available, you might consider deleting and re-adding the ButterflyMX contact in the Yale Access app.

2. Wi-Fi Connection Issues

  • Problem: The lock is offline or not maintaining a stable connection.
  • What to check first:
    • Wi-Fi Network: Confirm that the lock is connected to a 2.4GHz Wi-Fi network. The lock requires a stable 2.4 GHz Wi-Fi network for optimal performance.
    • Signal Strength: It is a best practice to ensure a strong Wi-Fi signal. The minimum signal strength at the Wi-Fi communicator inside the lock should be -70dBm. It is recommended to conduct a Wi-Fi network heatmap to verify signal strength at each lock location.
    • Yale Access App Status: If using the Yale Access App, check the network status there, as it can show if a lock is online or offline.
  • Simple Fixes:

3. PINs/Access Not Working

  • Problem: A PIN or other credential is not working at the lock.
  • What to check first:
    • Network Interruptions: Network interruptions can cause PINs to not sync, even if the ButterflyMX OS shows the lock as 'online'.
    • Serial Number Match: Confirm the lock serial number matches the correlating unit lock.
  • Simple Fixes:
    • Re-map Lock/Synchronize: If the lock is online but codes aren't working, reach out to ButterflyMX Support to "re-map" lock in the ButterflyMX OS. This will delete and re-sync the credentials to the lock.
    • BLE Sync (Backup): As a backup, you can use the ButterflyMX app to sync pending credentials via BLE while near the lock.
    • Rename/Re-map: If there are discrepancies in serial numbers, rename/re-map in the Smart Lock Admin Portal and ButterflyMX OS.

4. Dead Battery / Lock Won't Operate

  • Problem: The lock is not working due to a dead battery.
  • Simple Fixes:
    • Mechanical Key: Yale locks can be opened with a physical key.
    • 9V Battery Jump Device: If the battery is completely dead, a 9V battery jump device can be used.
    • Battery Level Update: If batteries are changed, you might consider advising the user to use the Swipe to Open (STO) a few times before using the 'sync' function in the ButterflyMX app to get an updated battery level.

Contact Support: If problems persist and aren't related to codes, reach out to Yale technical support 855-213-5841 or Support@YaleLocks.com.

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