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Schlage Sense Inaccessible

Schlage Sense Inaccessible

One of my two locks became “dead.” Both purchased installed in the summer and about 30 meters away and have no problems with wifi or HK. Youtubers and others suggest the usual things: remove the battery connection, press the SCHLAGE button while reconnecting, check the firmware, etc. Just dead. Sent an e-mail to Schlage, they were on indefinite waiting with customer service, which “works with extended delays due to COVID-19 … and thank you for your patience.” Does anyone have any perspectives? TIA