The WiFi Gateway is designed to be sensitive to any drop in the internet connection, which can sometimes result in notifications being sent even if the connection is quickly restored. To ensure that there is no issue with the WiFi Gateway itself, you can perform the following steps:

Remote unlock your door from the TTLock app. If the remote unlocking works properly, then there is likely no issue with the Wi-Fi Gateway.

If you continue to receive offline notifications, check the following:

The distance and any obstructions between the Wi-Fi router and the Wi-Fi Gateway.

The practical rule is to aim for a strong signal within 10 to 15 metres with minimal walls in between. Beyond that, a mesh node or range extender is often needed. Walls, floors, metal framing, mirrors, and appliances reduce this range. Concrete and brick have a much bigger impact than plasterboard.

The distance and any obstructions between the Wi-Fi Gateway and the Smart Lock.

The standard range is 3 to 5 mitres. Brick, concrete, metal doors, and foil insulation can reduce the range to just a few metres. If the gateway is more than 5 metres away or behind multiple walls, expect intermittent connection issues. In those cases, moving the gateway closer to the door usually solves the problem.

Faulty/loose USB cable

Ensure that the USB cable connecting the Gateway is securely attached and not loose. A loose connection could be causing intermittent drop-offs in the connection. To make sure, use a new cable. 

Check in your app store if there's new updates to the TTLock app. 

Wi-Fi Gateway not up to date

Go to your Wi-Fi gateway settings in the TTLock app and see if there's any pending updates.

Firmware not up to date

Firmware updates for smart locks are crucial software improvements that fix bugs, boost security, enhance performance (like battery life, motor control, connectivity), and add new features, ensuring the lock stays modern and reliable without needing hardware replacement, usually installed through the lock's app over Bluetooth while the phone is nearby. Performing a bulky firmware update could also result in batteries to drain. Therefore always install brand new batteries after a firmware update. 

Have you recently changed the Wi-Fi router or your internet service provider

If so, you have to re-configure the Wi-Fi gateway by following the steps in this article or the user manual.

Wi-Fi Gateway needs to be reset

Follow the instructions on this article to reset and reconfigure your Wi-Fi Gateway

If the steps above do not solve the problem, please send us the following.

1. A short video demonstrating what happens when you unlock the door with the remote unlock button on the TTLock app
2. A screenshot confirming the TTLock app is up to date

3. A screenshot from the app confirming that the firmware is up to date

4. A screenshot from the app confirming the Wi-Fi gateway is up to date

If you need any further assistance or have any questions, please do not hesitate to contact us.