Troubleshooting Access Codes

Learn about how to diagnose and fix access code issues.

Seam might encounter issues when programming an access code onto a lock. If access codes are not being programmed as expected, this article will help you determine the cause of the issue and fix the problem.

When scheduling an access code, Seam will try to set the code on the device up to 9 days before its start time. Any errors or warnings will be recorded on the access code at least 3 days before its scheduled activation. This approach ensures you have ample time to address any issues, using the mitigation steps provided below. Note that not all device brands support the ability to program codes in advance. Refer to our Native Scheduling — Supported Providers section for details.

Determine the issue

The first step is to figure out what the issue is from Seam's point of view. Make a Get Access Code or List Access Codes request, and look at the errors and warnings payloads on the access code object. Look at the error and warning codes, and go to the matching remedy below for next steps.

Request:

access_code = seam.access_codes.get("1d9fe873-3393-4b29-b93e-87fe7f923462")

pprint("Errors:")
pprint(access_code.errors)
pprint("Warnings:")
pprint(access_code.warnings)

Response:

'Errors:'
[...]
'Warnings:'
[...]

How to investigate and fix access code errors

See our list of recommended mitigations for different error codes:

Error CodeRecommended remedies

failed_to_set_on_device

Check the error message for more specific mitigation steps or use a backup access code

failed_to_remove_from_device

Check the error message for more specific mitigation steps. Confirm using the provider's app if the access code is still on the device, as it may have been deleted through another source.

code_modified_external_to_seam

To resolve a conflict due to a Seam access code being modified or created by an external source, you can delete and re-create the code through Seam or convert the code from an unmanaged to managed access code (if it was created by an external source). By default, Seam will attempt to reset the code.

august_device_programming_delay

Verify that the device has a stable internet connection (e.g. by attempting to lock and unlock the device through Seam) and troubleshoot any connectivity issues that may be causing intermittent or unreliable access to the device.

august_device_slots_full

Delete existing access codes on the device to free up slots for new access codes. This should be done through Seam if possible.

august_lock_bad_access_code_format

Review the pin code and name requirements specific to your August device and update the access code on Seam to match these requirements.

august_lock_temporarily_offline

Verify that the device has a stable internet connection (e.g. by attempting to lock and unlock the device through Seam) and troubleshoot any connectivity issues that may be causing intermittent or unreliable access to the device.

duplicate_code_on_device

Check for unmanaged access codes through the provider's app or Seam with the same pin code or name. If a duplicate is found, either delete the duplicate code or convert it to a managed code.

salto_site_user_not_subscribed

Check the Salto user's subscription and your Salto site's subscription limit.

smartthings_failed_to_set_after_multiple_retries

Check for duplicate codes caused by third-party software managing the device. RBoy Apps in particular can cause this, so disable these for devices that are managed using Seam if possible.

smartthings_no_free_slots_available

Delete existing access codes on the device to free up slots for new access codes. Note that in addition to the codes managed by Seam, there are 3 other codes on the device.

kwikset_unable_to_confirm_code

This error is usually caused by a duplicate pin code on the device that was set outside of Seam. Try to update this access code's 'code' value through Seam Console or by using our Update Access Code endpoint

kwikset_unable_to_confirm_deletion

You can see a master list of access codes from the Kwikset mobile app (must be from a mobile device connected to the lock through bluetooth). If the code is not in the list, it may have already been deleted by a source other than Seam. Please contact us in this case and we will remove our record of the access code. Otherwise we will continue to attempt and confirm deletion of the code on the lock.

Last updated

Logo

Š Seam Labs, Inc. All rights reserved.