The response message:

Either the lock software was not able to communicate to the encoder, or there was no response from the encoder. Make sure the corresponding encoder is turned on or plugged in, and that the encoder exists in your lock software. Read more here:

Why this happens:

Once the door lock software has received the key creation command from the Mews Connector application, it sends it onward to the key encoder device you have selected to encode the keys.

Just as the Mews Connector application requires a response from the lock software acknowledging receipt of the key creation command, the lock software also awaits a response from the key encoder to confirm whether the key creation process was carried through.

When the lock software is not able to communicate to the encoder, or has not received a response from the encoder, it will return this error to Mews. This can be due to a variety of reasons, such as but not limited to:

  • Encoder is not properly configured and/or activated in your lock software
  • Encoder was not plugged in or connected to the right computer/server
  • Encoder is connected by an ethernet cable, and a temporary internet slowdown or outage interfered with the connection

Read more about how information flows from Mews to your door lock software

How to resolve:

First, verify that the encoder is properly configured and/or activated in your lock software. Usually you only have to do this if you are installing your lock software for the very first time. If you know that your lock software has worked before, proceed to the next part.

Second, check that your encoder is plugged in properly with the right cable. If your encoder is connected by an ethernet cable, check that your internet connection is up and running.

Now, try to create a key from the lock software to the same encoder you were using to see if the command goes through.

If you are now able to create a key directly in your lock software, try to create a key to the same encoder from Mews and see if the command goes through or what error message is returned.

If you are not able to create a key directly in your lock software, then the connectivity issue lies somewhere between your lock software and the encoder. Mews recommends asking a more technical colleague for assistance, or contacting your door lock software provider.

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