Swapping Out or Deactivating a Latch Device

It's easy to swap out or deactivate a Latch device without causing disruption. Deactivating removes all access from the device and disassociates it from the door to which it was assigned. Once deactivated, a different door can then be reassigned to the device, or a new device can be assigned to the door to replace a defective or damaged one. 

If replacing a damaged or defective device, it is important to deactivate the old device and activate the replacement device on the same door in the system. You do not need to create a new door in DOOR OS to replace a device. This ensures no keys or access updates are required and that all access logs/history remain accurate and visible for the residents and staff.

Deactivate the Existing Latch Device

1. Ensure you are a property or portfolio manager with installation privileges and have key access to the door - if you don't, ask your administrator to give you access. You won't be able to deactivate the door unless you have a key to the door on your account.
2. Using the DOOR App, go to the Devices section and select the door from which you want to deactivate the Latch device.
3. Scroll to the bottom and select 'Deactivate.'
   1. If the device is functional, perform a door sync to ensure the access logs/history is up-to-date to avoid loss of data.
   2. If the device does not power on, tap Deactivate and confirm to finish removing the device from the door.

Activate the New Latch Device on the Door

1. Open the DOOR App, go to Devices, and make sure the Doors tab is selected.
2. Tap Add a device, then scan the device's QR code or enter its serial number manually.
3. Assign or create the door. Select an existing Door Name to bind the device to a door already created in DOOR OS.
4. Choose how the device connects, if prompted. Networked devices (R2, Intercom, Hub) ask for the connection method during setup — follow the prompts for that device. Offline Bluetooth locks skip this step.
5. Run the on-screen setup. Select the firmware version when prompted and tap Start. The device updates and configures itself — this can take 10–15 minutes. Do not step away from the device or leave the DOOR App during this time.
6. Test the device. For a lock, tap Tap to unlock, confirm the door unlocks and opens, then confirm it re-locks as expected before securing the door. For other devices, follow the verification step shown in the app and in that device's installation article.

• Ensure that the door name remains unchanged when programming the new Latch device. This ensures that the right people will still be able to access this door and that all access logs/history are properly preserved. 
• For additional device activation details, please see Activating Devices with the DOOR App

If it didn't work

• The QR code won't scan. Enter the device's serial number manually instead. Check that the code isn't damaged or obscured.
• Setup stalls during the firmware step. Stay at the device and keep the app open — the update can take up to 15 minutes. If it fails, confirm the battery is above 20% (or the device has power) and retry.
• The device shows offline after setup. For networked devices, recheck the connection method you chose and the network requirements for that device. See Network requirements for DOOR devices.
• You can't deactivate the device. You don't hold a key with access to that door. Have an administrator assign you one, then retry.