Hey all - I’m using a T8530 Video Smart Lock (S330?) which has been a great tool for securing the workplace and allowing several users access without needing to cut keys and worry about doors being left unlocked I have been using this for around 3 years so far.
The issue I have been experiencing is loss of access to the “Manage Access” tile in the app - all other features work just fine, including live video, lock/unlock etc. However, when I attempt to access the “Manage Access” feature, which is where you can control who has access and add new users, I get the spinning wheel and finally an error message stating “Operation failed: Please check your devices connection and try again later.”
The previous time I encountered this issue I was only able to overcome with a factory reset and reinstallation of the lock and wifi bridge. This did work but I lost all user data and had to manually add the 20 or so users again which was quite pain since we are never all on site at once. I don’t recommend going that route if you have a large number of users.
The most recent time I had this issue, after trying all I could think of to remedy (restarting both bridge and lock, restarting phone etc) it wasn’t until I '“Forgot Network” on my phone with the network that the Video Smart Lock was connected to and reconnected to it that I was able to regain access to the “Manage Access” feature. I initially did this with mobile data disabled, but once it worked through the network, I switched off Wifi on the phone and was able to load the “Manage Access” tile from the app again with full functionality. One thing to note is that in the workspace we also have a “Guest” wifi network set up from the main Wifi router. While the other features are mostly unaffected, “Manage Access” via Wifi will only work when connected to the same wifi that the Lock/WifiBridge is connected to.
While I do not know why this fix worked, I hope that it can help others to reclaim management access without resetting which would involve losing all fingerprints and passcodes. It does appear that it might have been an issue resolved by changing some settings on my phone.