The response message:

There is a problem with your lock software, the error returned was {}. Mews recommends contacting your lock vendor for help.

Why this happens:

Sometimes there may be unexpected issues arising from within the door lock software that prevents key creation commands from being processed.

How to resolve:

Reach out to a technical colleague or your door lock vendor for assistance. Just as we at Mews Support are knowledgeable of how Mews works and how it connects to other systems, your door lock vendor or a colleague who has undergone relevant training will have deeper knowledge about how your door lock systems work.

When contacting your vendor’s support, we recommend including the error message you saw. If needed, you can also provide them with Mews Connector logs from that day.

Read more about the Mews Connector application and how to retrieve logs here.

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