Overview
The ButterflyMX + RemoteLock integration allows you to manage access to Schlage Encode Wi-Fi smart locks directly from the ButterflyMX OS. This guide walks you through common issues and how to resolve them.
⚠️ Important: Supported Hardware Only ButterflyMX supports only the Schlage Encode Wi-Fi series (e.g., model BE489WB) through this integration. Other Schlage models — including Z-Wave, Bluetooth, Control, Engage, and XE360 — are not supported. If you're unsure about your model, check the label on your lock or the Schlage Home app before troubleshooting.
Related Article: How to Set Up a RemoteLock Integration at Your Property
Understanding How the Integration Works
Before troubleshooting, it helps to understand how the pieces fit together:
ButterflyMX OS → RemoteLock → Schlage Encode Lock
- Data flow is one-way: credentials and PINs are pushed from ButterflyMX → RemoteLock → the lock. Changes made directly in RemoteLock do not sync back to ButterflyMX.
- The Schlage Encode lock communicates via the property's Wi-Fi network. If the lock loses Wi-Fi connectivity, the integration will not function as expected.
- RemoteLock acts as middleware — ButterflyMX does not communicate directly with the lock hardware.
- PINs must be configured as 6-digit codes in both ButterflyMX and RemoteLock.
- There is a maximum of 100 unique PIN codes per lock — this is a hardware limitation of the Schlage Encode and cannot be changed.
🔴 ButterflyMX Network & Lock Visibility Disclaimer
Please read carefully before troubleshooting.
ButterflyMX is not responsible for the property's network configuration and has no visibility into the lock's Wi-Fi status, signal strength, or network environment. We cannot see whether a lock is online or offline from our end — that information lives in RemoteLock and the Schlage Home app, both of which are managed independently by the property.
If a lock is offline or failing to receive credentials, the root cause is almost always a network or device issue at the property level — not a ButterflyMX platform issue. Property staff or your IT/network team will need to investigate and resolve Wi-Fi connectivity issues directly.
Prerequisites Checklist
Before jumping into troubleshooting, confirm the following are in place:
Schlage Encode Lock(s):
- Lock is installed, powered on, and showing status lights
- Lock is connected to the property's 2.4 GHz Wi-Fi network (Schlage Encode does not support 5 GHz or 6 GHz)
- Each lock has a unique name assigned in the Schlage Home app — RemoteLock relies on this during import
- Lock is visible and healthy in the Schlage Home app
RemoteLock:
- RemoteLock account exists with verified credentials
- Locks are imported and visible under Devices in the RemoteLock dashboard
ButterflyMX OS:
- Building is set up in the ButterflyMX OS
- Locks are mapped to units or common doors in the integration settings
Troubleshooting Scenarios
🔧 Scenario 1: Lock is Offline in RemoteLock
Symptom: The lock shows as offline in the RemoteLock portal or the Schlage Home app.
Steps to Resolve:
⚠️ ButterflyMX has no visibility into lock connectivity status. The steps below must be performed by someone on-site or by your IT/network team.
- Check the Schlage Home app — This is the primary tool to view lock Wi-Fi status. Confirm the lock is online and connected.
- Confirm 2.4 GHz Wi-Fi — The Schlage Encode only supports 2.4 GHz networks. If your building has a combined or 5 GHz-only SSID, the lock will not maintain a connection.
- Check Wi-Fi signal strength at the lock — Weak signal is one of the most common causes of lock disconnections. The lock should have a strong, stable signal at its physical location. Consider a Wi-Fi survey if multiple locks in the same area are dropping offline.
- Power cycle the lock — Remove and reinsert the battery pack to reset the lock and allow it to reconnect to Wi-Fi. This may take a couple of minutes.
- Re-enter Wi-Fi credentials — If the network password or SSID has changed, you'll need to reconnect each lock via the Schlage Home app.
- Reboot your router/access point — If multiple locks or devices are offline, a network-level reboot may resolve the issue.
📞 For persistent Wi-Fi issues with the lock itself, contact Schlage Customer Support directly:
- Phone: 1-888-805-9837
- Web: schlage.com/en/support.html
🔧 Scenario 2: Resident PINs Not Working on the Lock
Symptom: A resident's PIN code is not unlocking the door, even though it appears to be set up in ButterflyMX.
Steps to Resolve:
- Confirm the PIN synced to RemoteLock — Log into the RemoteLock portal and look up the resident's credentials under their device. If the PIN isn't there, the sync may not have completed.
- Trigger a manual sync — In ButterflyMX OS → Integrations → RemoteLock, click Sync with RemoteLock and allow a few minutes for the sync to complete before re-testing.
- Verify 6-digit PIN format — ButterflyMX pushes 6-digit PINs. If the RemoteLock account or lock is configured for a different format, credentials will fail. Confirm your RemoteLock account is set up to accept 6-digit codes.
- Check the lock's online status — If the lock is offline, it cannot receive new credentials from RemoteLock. Resolve connectivity first (see Scenario 3 above), then re-sync.
- Check the 100-code limit — Schlage Encode locks support a maximum of 100 unique PIN codes. If the limit has been reached, new codes will not be accepted. You may need to remove inactive or expired credentials.
🔧 Scenario 3: Integration Connected But Sync Errors Occur
Symptom: The RemoteLock integration is connected in ButterflyMX OS, but syncing fails or produces errors.
Steps to Resolve:
- Confirm the correct Location is selected — If your RemoteLock account has multiple locations, ensure the correct one is selected in ButterflyMX.
- Check for stale credentials — If the RemoteLock account password has changed since the integration was set up, you'll need to re-authenticate.
- Verify an old/invalid PIN isn't blocking the sync — In some cases, an old or malformed PIN in the system can cause sync failures. Review resident PIN data for any anomalies.
- Contact ButterflyMX Support if the issue persists after re-authentication — our team can investigate the sync status from our side.
Known Limitations of This Integration
| Limitation | Detail |
|---|---|
| Supported hardware | Schlage Encode Wi-Fi series only (e.g., BE489) |
| PIN code limit | Maximum 100 unique PINs per lock |
| PIN format | 6-digit PINs only |
| Data flow | One-way: ButterflyMX → RemoteLock → Lock |
| Wi-Fi requirement | 2.4 GHz only; building-wide Wi-Fi required |
| No fob/BLE support | Fobs and Bluetooth credentials are not supported |
| No ButterflyMX visibility | ButterflyMX cannot see lock status, Wi-Fi signal, or network configuration |
| Not a direct integration | RemoteLock acts as middleware; this is less seamless than direct integrations (Yale, dormakaba) |
When to Contact Support
| Issue | Who to Contact |
|---|---|
| Lock not connecting to Wi-Fi | Property IT team or Schlage Support: 1-888-805-9837 |
| Lock import failing in RemoteLock | RemoteLock Support: support.remotelock.com |
| RemoteLock integration not connecting in ButterflyMX OS | ButterflyMX Support: (800) 398-4416 ext. 2 |
| PINs not syncing from ButterflyMX | ButterflyMX Support: (800) 398-4416 ext. 2 |
| Lock appearing offline in RemoteLock | Property IT / Schlage Support |
Additional Resources
- 📖 How to Set Up a RemoteLock Integration at Your Property
- 🔒 Schlage Encode Integration Overview – RemoteLock Support
- 🌐 RemoteLock Portal (ButterflyMX)
- 📞 ButterflyMX Support: (800) 398-4416 ext. 2 | support@butterflymx.com