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General => Lock, Motion & Security Control => Topic started by: reiserx on February 24, 2015, 10:21:12 pm

Title: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: reiserx on February 24, 2015, 10:21:12 pm
My Schlage deadbolt (for a vacation rental) used to work just fine for years then stopped working properly a few days ago. I deleted it from Vera 3 running the latest UI7 and did a hard reset on the lock. It starts to pair and goes through getting the name and getting secure classes then gets stuck on getting the manufacturer. Same as before the hard reset. It shows up on the dashboard as a lock but it won't poll and I've tried to configure node over and over. Any ideas before I use it on a shed as a regular manual programmable deadbolt.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: aa6vh on February 25, 2015, 10:35:21 am
Two things I would try if I had this problem:

1. Patience. Give the pairing a couple of hours before giving up on it. Be sure that the lock has fresh batteries though.

2. Try taking the lock out of the door, and moving it close to Vera, then try the pairing. It could be a marginal radio connection that is causing the problem. If it will not pair while sitting next to Vera, then time for a new one.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: reiserx on February 25, 2015, 12:56:13 pm
I've tried #1 no luck. I may try #2 when I'm back out there Saturday and post an outcome but I'm taking an extra lock I have on my back garage door at home just in case. I don't really need the z-wave feature on that one.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: reiserx on March 07, 2015, 12:03:12 pm
So I took my perfectly good working deadbolt from my house to the condo and paired it with the Vera 3 and same thing. I tried reseting the z-wave chip and then reset the whole z-wave network and rebuilt it to no avail. So I figured it was that Vera unit that was messed up. I brought the lock back home and now it's doing the same thing on my home unit. This all started after upgrading to 1.7.513. Now I'm at a loss. Maybe I can downgrade firmware and see if that fixes it.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: Sorin on March 07, 2015, 01:20:04 pm
Hi there,

I apologize for the trouble you've been having but downgrading the firmware will not solve the connectivity issues.Especially because you've tried to re-add it and it most likely also changed the node ID and not even a backup will restore it.

Make sure you are excluding the lock from Vera with the lock near the unit(5 feet max with new batteries in the lock). But try to use the exclusion procedure, don't simply delete it from the interface.

If you have the lock on your interface with the error, press on "Delete" and when prompted, select "unpair", and do the unpairing procedure on the lock(check the manual of the lock). This will also delete any residual settings from the lock and if the procedure was successful, it will also disappear from the dashboard. If it's not getting detected during the exclusion procedure and it does not delete it from the dashboard, then either the lock is too far, or you are doing the wrong steps on the lock.

Then try to add it again, after it got deleted, and if it's within 5 feet, it should get detected and not fail at getting the manufacturer or else.

If you are still having trouble don't hesitate to contact tech support over the phone or email at support@getvera.com so we can troubleshoot the setup and see how we can identify the issue and resolve it.

USA Toll Free: +18669662272
International: +17024879770
Email: support@getvera.com
Web: support.getvera.com
Hours of Operation: Monday ? Friday 12:00am to 6:00pm Pacific Time
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: reiserx on March 07, 2015, 01:30:55 pm
I just downgraded the firmware to 1.7.374 on both units and the lock works again. Then I upgraded back to 1.7.513 because that fixes an issue with the start and end time not showing correctly for door code scheduling. That whole issue probably wasted 6 hours of my time.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: reiserx on March 07, 2015, 01:39:18 pm
mcvjohnm,

I guess you were wrong about the firmware not being the issue since it fixed it on both after doing so. Had you read that I had even did a factory reset to the lock to no avail. It had nothing to do with unpairing or how far away the lock was. I had it sitting on top of vera at one point. It was fixed with the downgrade while one of the locks is 40 feet away. They were pairing just not configuring.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: GT! on March 11, 2015, 03:05:03 pm
I have the exact same problem with the exact same circumstances.  I guess I'll try the downgrade/upgrade.  Will report back the results.

-GT
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: GT! on March 14, 2015, 04:28:22 pm
Hmmm ... where do I find the older firmware (1.7.374 for Vera 3)?

-GT
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: reiserx on March 14, 2015, 06:38:00 pm
http://download.mios.com/rt3662_betafirmware/rt3662_Luup_ui7-1.7.374-en-mios.squashfs

Just copy and paste that into your manual upgrade area.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: GT! on March 16, 2015, 09:57:43 am
Thanks so much.  Downgraded yesterday and the lock started to work fine again and had no issues for a whole day, so clearly the problem is related to the firmware (or upgrade process).  I just upgraded now to the latest and it seems to now be working fine (no errors and can poll the device manually).
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: becky on March 21, 2015, 04:35:58 pm
I've had the exact same problem since upgrading to the newest firmware. It was working beautifully until the upgrade, and then VERA tried to automatically add the devices. The lock kept showing as being paired, but it got hung up and failed when it tried to connect with the secure whatever. It was so frustrating! I tried for a week and finally got it working today (while still staying on the latest firmware.) I had to unpair my Schlage, then plug the VERA in near the lock (I plugged in both network AND outlet plug because I had 0 luck pairing without a network). Instead of following the instructions I found on the Wiki, I unpaired the lock on the interface. Then I pushed the plus sign on my VERAlite and then went to "Add a device" on the interface. After two tries it finally worked.

SOMEthing in this new firmware version is different when it comes to interfacing with devices. I had to start from scratch and this is the first firmware release that has given me any headaches.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: myhomeserver on March 22, 2015, 08:47:06 am
Same here, none of my Schlage locks are working,  ----->  please wait - getting manufacturer
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: MRTrelease on April 02, 2015, 02:22:46 pm
I am having the same issue with a new Vera Edge and a FE599 Lever Lock.  I have version 1.7.1018 of the firmware.  Should I try and downgrade?  How do I get a previous version of the firmware for the Edge?
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: GT! on April 05, 2015, 08:14:30 pm
The problem just returned for me (after fixing it with the downgrade/upgrade). What seems to have triggered it this time was that I had to add back a dimmer switch that somehow lost its association to the zwave network. I added it back and them started a zwave repair to update the zwave routing. After that the schlage lock was failing again. Will try downgrade/upgrade again ... PITA!

Edit: downgrade/upgrade fixed it again.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: shallowearth on April 06, 2015, 02:22:16 am
You might be having two different problems (not just the Vera Firmware).  I have found my older Schlage Locks just don't work correctly if they are not talking directly to my Vera.  I don't think the older Schlage's report the need for a secure beaming route correctly, so when you did the network heal it probably added a node between your Vera and the lock making it not work right.

I would suggest manually managing the route for your Schlage locks so they talk directly to the Vera and don't travel through other nodes.  If that is not possible (lock is two far away) make sure you are only routing through nodes that support secure beaming, but for my older locks they just won't work if there is any nodes between them and the Vera. 

I don't think this is a problem unique to Vera, I had the same issue with my Alarm.com z-wave model.  If there were any nodes in route between the Lock and the Z-wave controller it would stop working or become incredibly flakey.

Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: GT! on April 07, 2015, 12:54:35 pm
Hmmm, that's an interesting theory.  My Schlage lock is first-gen as I bought as soon as they came out and none of my other devices support secure beaming.  However, if it is to do with another node inserting itself between Vera and the lock, why does downgrading to earlier firmware solve the problem?  I wonder if it is because the older firmware is somehow making sure not to allow nodes between itself and the lock, while the newer firmware is no longer doing this.  Prior to the new firmware my lock was very reliable ... had no problems.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: shallowearth on April 09, 2015, 04:05:58 pm
The Vera Firmware might also be bad,  if you can't pair the device it is not a routing problem as pairing events are never routed (that is why you have to be close to the Vera for pairing).  But if you can pair it fine but then it doesn't seem to work after that, I would check the routing table and manually manage it so the signal goes directly to and from the Vera.

I too have a bunch of Cooper Light switches that don't support secure beaming, if one of them gets in the routing table.. my lock will stop allowing me to add or edit user codes, and lock/unlock commands will usually have a huge delay if they work at all, and will report malfunctions from time to time.  Fixing the routing table seems to fix the problem.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: axan on September 23, 2015, 07:38:55 am
Did anyone ever found solution to this? I'm having the same exact issue with vera 3 latest firmware and 1st gen schlage fe599 lock. It get's stuck during configuration on "Getting manufacturer" Downgrading the firmware to 1.7.374 solves the problem.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: shallowearth on September 24, 2015, 03:00:22 pm
The older Vera firmware works because you can manually control the route, I don't believe on the latest firmware you can do that (not sure).

To include on the latest firmware try putting the two devices directly next to each other.  You need to prevent any other node from being involved.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: Sig on May 06, 2016, 09:11:21 pm
Bumping this topic, because I just upgraded from a Vera Lite running UI5 to a VeraPlus running UI7. 

Posted a bit more detail here...
http://forum.micasaverde.com/index.php/topic,37638.0.html

Am I correctly interpreting the responses here that excluding the lock, then re-including by bringing the lock next to my Vera unit, will solve the problem?  Or am I just hosed because my Schlage lock is about 7-8 years old and it has old firmware itself?
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: Sig on May 07, 2016, 02:17:53 pm
So I thought I would try excluding/re-including my lock, which I just did by bringing the lock inside and setting it about 6 inches away from my VeraPlus unit.  The inclusion process went fine.  However, I'm getting the same behavior...stuck at "Please Wait! Getting the Manufacturer" and communication between the lock and Vera is virtually non-existent. 

If I let it sit for a while, maybe 20/30 minutes, it seems to have exchanged some information because the lock state will eventually display correctly in the interface, and all of my PIN codes will show on the PIN code form (although I still can't figure out how to get it to show the actual PINs instead of ****).  But if I activate the lock through Vera, the response is either extremely slow, like 30-40 seconds before it locks or unlocks - or it just never responds at all.  And then it starts the polling cycle again which eventually ends up at the annoying red message about ...Getting the manufacturer.

I'm now fearing that this is indeed a problem with the age of my lock and it's own firmware.  I have logged a case with MCV, but I'm not hopeful.  If anyone has any ideas on how to resolve this, assistance would be most appreciated.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: shallowearth on May 11, 2016, 09:31:35 am
VeraPlus has known issues with battery powered devices, hopefully it will get better with net update.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: Sig on May 12, 2016, 05:18:15 pm
** UPDATE **

After spending some time on the phone with MCV support attempting to exclude/reset/include my Schlage lock, it became apparent that my 7-year old lock just wasn't going to work with VeraPlus/UI7.  MCV support sort of gave up telling me it's the lock - I don't necessarily hold that against them, but they couldn't give me any reason, only suggesting that the zwave functionality in the lock had failed.  That would be a HUGE coincidence, given it worked perfectly with my VeraLite up until the point I upgraded to VeraPlus.

In any event, I bit the bullet and purchased/installed a new lock (exact same model) today, and it works perfectly.  So if anyone has an older lock and is still running VeraLite, be prepared for a possible failure if you move up to a VeraPlus.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: Zoro on May 19, 2016, 06:35:41 am
** UPDATE **

After spending some time on the phone with MCV support attempting to exclude/reset/include my Schlage lock, it became apparent that my 7-year old lock just wasn't going to work with VeraPlus/UI7.  MCV support sort of gave up telling me it's the lock - I don't necessarily hold that against them, but they couldn't give me any reason, only suggesting that the zwave functionality in the lock had failed.  That would be a HUGE coincidence, given it worked perfectly with my VeraLite up until the point I upgraded to VeraPlus.

In any event, I bit the bullet and purchased/installed a new lock (exact same model) today, and it works perfectly.  So if anyone has an older lock and is still running VeraLite, be prepared for a possible failure if you move up to a VeraPlus.

Hi Sig link

  Trying to narrow down the problem a bit.

  Did you purchase the same EXACT lock or a completely different model. Was wondering if only the Z-wave daughter board needed to be updated for Z-wave plus compatibility?

   Z
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: Sig on May 19, 2016, 11:35:21 am
I purchased the exact same lock, the FE599.  I wouldn't be surprised if it was just a z-wave plus compatibility issue, but I had read somewhere else (possibly on this forum) that the zwave board in these locks was not upgradeable, so I assumed the old lock was a lost cause.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: shallowearth on May 19, 2016, 06:01:48 pm
There are many version of the FE599 sold over the years.  The original Z-wave FE559s Do not work with the latest firmware and the firmware on the lock cannot be updated, mine are the v1 version and the only controllers I have found they will work with are the Concord 4 z-wave control with Alarm.com (and only will work then if there are no-neighbors talking between them, I only have my Locks and Thermostats on that z-wave mesh, all my lights are on the Vera), and Nexia Bridge (which would make sense because they were designed for the Nexia Bridge). They do work with Vera on older Vera firmware but not on the newer "self heal" version of the UI7 firmware. 

Newer version of the FE599 do have updatable firmware but they can only be updated if you have a Nexia Bridge (which requires a monthly fee, however, if you buya Nexia Bridge you get a month free and can then cancel which would allow you to update the firmware, assuming you have a newer version of the locks and not ancient ones like mine, you might be able to get your locks working if you buy a Nexia Bridge and update the lock firmware, bad news is you don't know if you have updatable firmware version of the locks until you try it!).

the FE599 is not a z-wave plus device, and firmware alone won't make it z-wave plus compatible but z-wave plus isn't required to get it work.  The latest versions of the FE599 do seem to work with the Vera Plus.  So it is really just going to depend on the age of your Z-wave locks.  If you have really old versions they are only going to work on UI5 or older version of UI7 They will not work with Vera Plus since it comes by default with the self healing firmware that doesn't work with the older locks.

Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: kb2068 on June 21, 2016, 02:11:59 pm
Hi, wondering if anyone can help me. I have brand new (about 3 months old) FE469NX lock & the new Mi Casa Verde VeraLite  controller. It worked fine for about a month but now Im having this issue too  ???   any advice would be great
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: Marc Shenker on June 21, 2016, 04:25:17 pm
Hi, wondering if anyone can help me. I have brand new (about 3 months old) FE469NX lock & the new Mi Casa Verde VeraLite  controller. It worked fine for about a month but now Im having this issue too  ???   any advice would be great

Situations like what you described often happen after something occurs to the Z-Wave transmission. Have you added any mirrors, new appliances, duct work, 900Mhz devices, electronic dog fence.... All of these can cause transmission issues. Adding additional devices that are AC/high powered like a lamp module will act as a repeater for the lock signal and should solve your issue unless there is a new 900Mhz device in your home. You could also try moving your VeraLite closer to your lock and that may do the trick as well.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: lakewoodjazz on September 20, 2016, 03:53:20 pm
Hi Mark
Bought 3 Leviton Outlet Outlet modules to do exactly what you recommended.
How close to the lock? Right next to it? Same room? I want to include these in my mesh network to help improve reliability of my Schlage locks In an out building. I've watched your video and enjoyed all of them but could you explain how to exclude the Schlage lock in ui7 before I include them after installing the wall modules. I bought a hundred foot ethernet cable to bring my Vera closer to the locks at the outbuilding or I can plug Vera in closer to it and use the buttons on the Vera ui7 module. Also  I have three locks I'll be reincluding  should I start with the lock closest to my Vera  and work my way to the outbuilding? Thanks
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: michaelhinchey on September 20, 2016, 05:04:29 pm
I've tried #1 no luck. I may try #2 when I'm back out there Saturday and post an outcome but I'm taking an extra lock I have on my back garage door at home just in case. I don't really need the z-wave feature on that one.
I had an issue when doing this with a kwikset lock.  I just excluded, then included.  If that doesn't work, call tech support. They are the best although sometimes hard to understand.
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: dad9299 on December 20, 2016, 04:50:46 am
I decided to see if anything new had posted on the board regarding the same issue with my Schlage FE599--that hasn't worked with my VeraLite for ~2yrs.  After reading the post by Shallowearth, I thought I'd try rolling my firmware back to 1.7.374.  IT WORKED!!!!!  I've periodically tried to unpair/pair and have spent countless hours trying to get this work.  If you're having this same problem......roll it back.  All of my other outlets, switches, thermostats, etc. work fine with the earlier firmware.  As a programmer and systems integrator in the large commercial and industrial industry, I'm confidently calling this is a bug. 

For ease....here's the link to paste into your Settings/Firmware, under Advanced as provided by reiserx:
http://download.mios.com/rt3662_betafirmware/rt3662_Luup_ui7-1.7.374-en-mios.squashfs

I hope MCV addresses this in future releases.  Since I've rolled back, every time you refresh or login or sneeze, it bumps you over to Settings/Firmware/Upgrade page and lets you know there's an update.  Fortunately, I rarely use the dashboard and run everything from my phone but, it's been annoying as I test my lock.  For the past few hours, I've kept an eye on the dashboard for the infamous "Please wait! Getting the manufacturer", added it to my HomeWave app, and have cycled the lock countless times (from dashboard and app)--no issues in 3+ hrs.  Also, adding/deleting PIN codes works as well.  Although, you have to back out/in to refresh added/deleted PINs.  Don't refresh the page or you'll be forced over to your settings page and reminded that there's a newer firmware.

MCV--If you're not going to address this bug (2+ yrs), adding a feature to opt out of firmware updates would be nice.......some of us don't need reminded there's a new release every time we login.  Or, maybe, you could give the option to enable/disable the self-healing and allow manual routing in future releases.  I (and probably the majority of users  ???) don't want to replace functional devices whenever new features arise. Just my two cents........ ;D
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: swarmier on March 13, 2017, 06:57:33 pm
Migrating my locks back to the Vera I encountered the same issue, the next firmware release has a fix relevant to door locks, I wonder if this is what broke it: 

http://support.getvera.com/customer/en/portal/articles/1720355-ui7-%E2%96%BE-general-availability-release-%E2%96%BE-version-7-0-1-1-7-388-%E2%96%BE-oct-8-2014-door-lock-restrictions-schedule-patch-
Title: Re: Schlage Deadbolt Failed at: Please wait! Getting the manufacturer
Post by: jamesmaine on August 31, 2018, 08:19:02 pm
2 year laters I am having this issue lol.  I have rolled back to every firmware in 2017 no luck..going to try this one next