If a DOOR Smart Home device is visible in the Devices section of your DOOR App but not responding — not reporting status, not accepting commands, or not sending notifications — what you can do yourself depends on the device type. You can powercycle a battery-powered device (Leak Detector, Leak Lasso). For wired devices (Thermostat, Light Switch) or anything at the property level, your property management team handles it.
This article is for devices that are installed and visible but misbehaving. If you don't see any Smart Home devices at all in the DOOR App, see Issues viewing my Smart Devices.
Step 1 — Powercycle the device (battery-powered devices only)
This step applies to the DOOR Leak Detector and DOOR Leak Lasso. If your device is a Thermostat or Light Switch, skip to Step 2.
A corrupted local cache on the device can block it from talking to the DOOR system. Powercycling clears it.
- Find the battery tray on the back of the device.
- Remove the batteries.
- Wait at least 40 seconds.
- Reinsert the batteries. DOOR recommends non-rechargeable Duracell batteries.
Give the device a minute to reconnect, then open the Controls tab in the DOOR App and check if it's responding.
If it's still unresponsive after powercycling, contact your property management team.
Step 2 — Wired devices (Thermostat, Light Switch)
DOOR Thermostats and Light Switches are wired into the unit and should not be reset or rewired by residents. If one of these devices isn't responding, contact your property management team. They can diagnose the device, check the wiring, and coordinate with DOOR Support if replacement or reactivation is needed.
About the DOOR Hub
Your DOOR Smart Home devices communicate with DOOR through a DOOR Hub, a connectivity device installed and managed by your property. You may see the Hub listed in the DOOR App — this is informational only. Residents are not expected to power-cycle, or interact with the hub.
If multiple Smart Home devices in your unit stop responding at the same time — or if the Hub tile shows Offline — the Hub likely needs attention. Contact your property management team; they are the only party that can recover or replace it.
When to contact your property management team
- Your Leak Detector or Leak Lasso is still unresponsive after powercycling.
- Your Thermostat or Light Switch is not responding.
- Multiple Smart Home devices in your unit are unresponsive at the same time.
- The Hub shows Offline in your DOOR App.
When contacting them, include: your unit, the device type, the symptom, and (for Leak Detector / Leak Lasso) whether you already powercycled it. Your property team will escalate to DOOR Support (support@door.com) if needed — residents should not email DOOR Support directly for Smart Home device issues.
This article does not cover
- Not seeing Smart Home devices at all in the DOOR App — see Issues viewing my Smart Devices.
- What Smart Home devices exist and what they do — see DOOR Smart Home Devices.
- Using the Controls section of the DOOR App — see Using Controls in the DOOR App.
- Door-lock issues (the lock on your unit door) — Smart Home devices and door locks are separate. See Unlocking your doors.
- Property-manager setup and notifications — see Managing Smart Home Device Notifications.
Related articles
- Issues viewing my Smart Devices
- DOOR Smart Home Devices
- Using Controls in the DOOR App
- Using your DOOR Hub
Questions this article answers
- "My Leak Detector isn't responding — what do I do?"
- "How do I powercycle a DOOR Smart Home device?"
- "Can I reset my DOOR Thermostat myself?"
- "My light switch isn't working in the DOOR App — do I fix it or does my PM?"
- "Why are all my Smart Home devices suddenly not working?"
- "What batteries should I use for DOOR Smart Home devices?"
- "Am I supposed to manage the DOOR Hub as a resident?"