What can I do if a Zigbee smart door lock constantly goes offline in the App?

1. Check the distance between the door lock and the gateway. We recommend that the direct distance be within 15 m when there is no wall between them. 2. Check whether the gateway is connected to a stable network. 3. Use the fingerprint or password to unlock the door multiple times and check whether all unlocking records are displayed in the App. If only some records are displayed, the network is unstable or the door lock is too far away from the gateway. As a result, the signals are weak. 4. If all records are displayed in the App, open the door remotely through the App or add a temporary password in the App and use this password to open the door. If the success rate is low, the network is unstable. 5. If you cannot identify the cause, provide the device virtual ID or device ID to Tuya after-sales service personnel. We will view gateway logs and analyze the causes for you.