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.

1. Check the Schlage Home app — This is the primary tool to view lock Wi-Fi status. Confirm the lock is online and connected.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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:

1. Confirm the correct Location is selected — If your RemoteLock account has multiple locations, ensure the correct one is selected in ButterflyMX.
2. Check for stale credentials — If the RemoteLock account password has changed since the integration was set up, you'll need to re-authenticate.
3. 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.
4. 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

When to Contact 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