When the Latch Intercom shows "Empty Directory" to visitors, it means the device cannot pull the unit and resident list from the cloud. This usually traces back to one of three things: there are no units or residents configured to display, the directory push hasn't completed yet, or the Intercom has lost its internet connection. This article covers the diagnosis flow.
Symptom
A visitor approaching the Latch Intercom sees the message "Empty Directory" instead of a list of units or residents. The Intercom may otherwise look fine — the screen lights up, the buzzer works — but no one can be dialed.
Quick fix
If you've recently invited residents or made directory changes:
- Wait up to one hour for the directory to sync. Custom-name and order changes take time to propagate.
- Confirm the Intercom has internet connectivity (it shows online in DOOR OS under the door's detail page).
- Verify at least one resident meets the three requirements to display in the directory — see How do I add residents to the Latch Intercom?.
Possible root causes
- No residents have been added yet. A brand-new property with no units or residents will show Empty Directory until the first resident is fully configured (Key + Digital Unit + Display in Intercom on).
- Directory push hasn't completed. Recently invited residents or Featured Entries can take up to an hour to appear at the device.
- Intercom is offline. If the Intercom can't reach the internet, it cannot pull the directory. WiFi outage, Ethernet unplug, or device hardware failure all trigger this.
- Resident status misconfigured. Residents who don't have Display in Intercom turned on, or who aren't assigned to a Digital Unit, won't appear in the directory.
Step-by-step diagnosis
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Confirm the property has at least one resident eligible to display. In DOOR OS, navigate to People and pick any resident at the property. Verify all three requirements:
- They have a Key that includes a door paired with the Intercom (look for the +Intercom badge).
- They are assigned to a Digital Unit.
- Display in Intercom is toggled on.
If any resident meets all three, continue to step 2. If no one does, fix the configuration first — see How do I add residents to the Latch Intercom?.
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Check whether the Intercom is online. In DOOR OS, navigate to Access → Doors and find the door paired with the Intercom. The detail page shows the current connectivity status of the Intercom hardware.
- If online, continue to step 3.
- If offline, troubleshoot the Intercom's internet connection. Check WiFi/Ethernet at the device. See Latch Intercom troubleshooting — runbook edition for hardware-level diagnosis.
- Wait for the directory to sync. If you recently added residents, wait up to one hour and check again at the device.
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Force a directory refresh. If the issue persists after an hour:
- Save a small change in Manage Settings → Access Settings → Intercom Settings (e.g., toggle a Featured Entry off and back on) and save. This re-pushes the directory.
- Reboot the Intercom by pressing and holding the Up and Down buttons simultaneously for a few seconds until the device restarts.
- Alternatively, reboot by unplugging it (briefly, only if the building's policy and configuration support it).
When to escalate
Contact support@door.com if:
- At least one resident meets all three display requirements, the Intercom is online, and the directory still shows Empty after a directory refresh.
- The Intercom is offline and you've confirmed the building's WiFi or Ethernet is working.
- Multiple Intercoms at the property show Empty Directory at the same time.
When you contact support, include: the property name, the affected door/Intercom name, the time you noticed the issue, the resident count at the property, and a screenshot of the Intercom screen if possible.
Related articles
- How do I add residents to the Latch Intercom?
- How do I customize the Latch Intercom directory?
- Latch Intercom troubleshooting — runbook edition