The lock software was not able to communicate to the encoder - Error message

The lock software was not able to communicate to the encoder error 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."

 

Why do I get the lock software was not able to communicate to the encoder error message?

 

When the door lock software receives the key creation command from the Mews Connector app, it sends it 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 successful.

 

When the lock software is not able to communicate to the encoder, or doesn't receive a response from the encoder, it returns this error to Mews.

 

These are some of the reasons:

 

• 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 key cutter integrations work.

 

How can I solve and prevent the lock software was not able to communicate to the encoder error message?

 

1. 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, go to the next step.
2. 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.
3. Try to create a key from the lock software to the same encoder you were using to see if the command goes through.
   1. If you are 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 if an error message is returned.
   2. If you are not able to create a key directly in your lock software, then the connectivity issue is somewhere between your lock software and the encoder. Mews recommends contacting your door lock software provider.