Vivint Smart Lock Offline? (How to Troubleshoot)

If your Vivint Smart Lock shows offline in the app, there may be several reasons behind this.

In this post, we’ll walk you through some troubleshooting steps to try if your Vivint Smart Lock is offline. Let’s dive in.

Vivint Smart Lock Offline

Vivint Smart Lock Offline: Try These Troubleshooting Tips

1. Replace the Batteries

If your Vivint Smart Lock is showing offline in the app, the batteries in the lock might be low. As you probably know, the lock runs on battery power, and its functionality may be reduced if the battery power is low.

Check and replace the batteries to see if it fixes the problem. Note that your Vivint Smart Lock uses 4 AA non rechargeable alkaline batteries; using lithium batteries may result in some malfunctions.

More so, ensure you don’t mix new batteries with old ones.

If you’re not sure how to replace the batteries in your Vivint Smart Lock, follow the steps below:

  • Enter your pin to disarm your Vivint system.
  • Slide the battery cover up to remove it. The battery cover is on the interior assembly of the lock—the inside of your door.
  • Now remove the battery pack and take out the old batteries.
  • Insert the new batteries into the battery pack—observing polarity markings (+/-). Next, slight the battery pack into the lock and replace the cover.
  • The lock will beep severally after installing the new batteries. Wait for the beeping to stop, then press the Lock button on the keypad of the lock.

That’s how to replace the batteries in your Vivint Smart Lock, and this should resolve the offline issue. If your lock still shows offline in the app after this, continue to the next step.

2. Refresh the Connection of your Lock

Another fix to try if your Vivint Smart Lock keeps showing offline is to refresh the connection via your panel.

Here is how to refresh your Vivint Smart Lock connection:

  • Enter your pin to disarm the system.
  • On the home screen, click on the Menu icon (you can find it in the bottom right corner).
  • Under SMART HOME SETTINGS, tap General and enter your PIN.
  • Tap Connectivity. Then tap Z-wave.
  • Now tap Refresh Z-wave network to complete the process. This will refresh your lock’s connection.

Is your Vivint Smart Lock now online after refreshing the connection? If not, continue to the next step.

3. Reboot Your Panel

Rebooting your Vivint panel also helps troubleshoot connectivity issues with Vivint devices. So, if your lock is still showing offline, try rebooting your Vivint panel to see if it resolves the problem.

Here’s how to reboot your Vivint panel:

  • Enter your pin to disarm the system.
  • Tap the Menu icon on the home screen.
  • Tap Devices under SMART HOME SETTINGS. Next, enter your PIN.
  • Tap Displays. Next, tap the panel to be rebooted. Then tap Yes to complete the process.

That’s how to reboot your Vivint panel—and this should help with the offline issue.

4. Update Your Panel’s Firmware

If your Vivint panel’s firmware is out of date, you may experience connectivity issues such as your devices showing offline in the app.

If your Vivint Smart Lock is still displaying offline in the app after trying all the fixes above, check and update your panel’s firmware.

Here’s how to check and update your Vivint panel firmware version:

  • On your panel home screen, tap the Menu icon (3 dots).
  • Next, tap General under SMART HOME SETTINGS.
  • Now enter your PIN. If your panel’s firmware version is up to date, you’ll see “Panel is up to date.” If not, you’ll see the latest firmware version next to Software Update. Tap on it and select YES if prompted—to download the latest version.
  • Wait for a few minutes for the update to complete.

So that’s how to update your panel’s firmware. This should help fix the offline problem you’re having with your lock.

You should also check and update the Vivint app, as using an outdated version of the app may cause some malfunctions.

Closing Thoughts

Is your Vivint Smart Lock offline? This post contains troubleshooting tips to help you fix the problem.

To recap, if your Vivint Smart Lock is showing offline, you can get it back online by replacing the batteries in the lock, refreshing the lock’s connection and rebooting your panel.

If the problem persists, check and update your panel’s firmware and the Vivint app on your mobile device.

If none of the fixes help, contact Vivint Customer Support for help.