Latch R2 troubleshooting

This article covers troubleshooting for the Latch R2 reader from a property-manager and installer perspective. It assumes physical installation is complete and the device has been activated.

Reader is completely unresponsive (keypad won't light up)

The R2 is wired-powered with no battery backup. A reader that doesn't respond to keypad touch is almost always a power issue.

Quick fix

Confirm power to the device:

1. Measure DC voltage at the VIN (red) and GND (black) connections after isolating them. It should read between 12V and 24V DC.
2. If voltage is below 12V or absent, trace back to the power supply. The power supply may have failed, the breaker may be tripped, or the wiring run may be too long for the wire gauge in use (see the install guide's gauge tables).
3. Confirm the device is wired with DC power, not AC. AC will damage the device.

Possible root causes

• Power supply tripped or failed: a Class 2 isolated supply may shut down under fault. Reset by cycling power.
• Wire gauge too small for the run: voltage drop over a long run (especially at 12V) can leave the device under-powered even when the supply is healthy.
• Loose terminal: a wire that worked at install can back out over time. Re-seat all terminals.
• Damaged harness: the 10-conductor cable can be cut, kinked, or shorted behind the wall.

If power is confirmed and the keypad still doesn't respond, escalate to support@door.com with the device serial number — the reader's internal electronics may have failed.

Credential accepted but the lock doesn't release

The reader animates the indicator LEDs clockwise and the buzzer sounds, but the door does not open.

Quick fix

This is a wiring or locking-hardware issue, not a credential issue. The R2 has already validated the credential.

For standalone installations:

1. Check the lock relay configuration in the DOOR app: Devices → select the door → Settings. Normally-open (fail-safe) releases the lock when the relay closes; normally-closed (fail-secure) releases when the relay opens. If the wiring mode doesn't match the lock's fail mode, the relay action will not move the lock.
2. Confirm whether or not the locking hardware has its own relay. Some electrified locks have their own NO/NC relay that can be configured, and this must match the R2.
3. Confirm the locking hardware has power. The R2 only switches the relay — it does not power the lock itself.
4. With the door open, manually energize the lock release and confirm the latch retracts. If it doesn't, the lock or strike is the issue, not the R2.

For panel installations:

1. Confirm the access control panel is receiving valid Wiegand data on the A/D0 and B/D1 lines. Most panels have a diagnostic LED for incoming credential data.
2. Confirm the credential is granted access at the panel level for the specific door — even if Latch authenticates the user, the panel can independently deny.
3. Confirm the panel's lock output is wired and powered.

When to escalate

Contact support@door.com if:

• The R2 consistently grants access (audible buzzer, clockwise LED animation), the wiring is verified correct, the locking hardware functions when manually triggered, but the door never opens via the reader.
• The R2 animates clockwise but the relay terminal voltage doesn't change between locked and unlocked states (measure with a meter).

DOOR App/Web reports R2 is disconnected from the internet

The R2 supports both Ethernet and WiFi. Internet is mandatory for Elevator Floor Access and required for Door State Notifications.

Quick fix

In the DOOR app Device Detail page, the Internet Status field should read Ethernet Connected, WiFi Connected, or both. If it reads disconnected:

1. App: confirm that the R2 has a network configuration type set. If set to "NONE", the R2 will not connect to the internet.
2. Ethernet: confirm the RJ45 plug is fully seated at both ends, the wall jack has link lights, and the network drop is on the same subnet as expected.
3. WiFi: while next to the device, open the DOOR app and go to Devices → select the door → Settings. Re-enter the WiFi SSID and password. The R2 supports 802.11 b/g/n on 2.4 GHz only — confirm the SSID is broadcasting on 2.4 GHz, not 5 GHz only.
4. Power-cycle the device by removing and re-applying DC power at the supply.

Possible root causes

• DHCP issue: the R2 obtained no IP address. Check the router's DHCP table.
• Firewall blocking outbound traffic: the R2 must reach DOOR's cloud services over standard ports.
• WiFi band: the radio is 2.4 GHz only.
• Cable run too long or damaged: Ethernet over twisted pair has a 100-meter limit. Validate with a cable tester if needed.

Door State Notifications (DSN) not firing

The property manager subscribed to DSN emails but is not receiving Door Ajar, Door Breached, or Door Secure alerts.

Quick fix

1. Confirm internet connectivity — DSN requires the R2 to reach DOOR's cloud. Check Internet Status in the DOOR app.
2. Confirm sensor wiring: an egress sensor (REX) on IO1 or IO2 and a door contact sensor on IO3, all with dry contact outputs. Verify the IO configuration in the DOOR app matches the wiring (Unlock Only vs Unlock + Egress vs Egress Sensor vs Door Contact Sensor vs Disabled).
3. Confirm IO sensor type: each IO must be set to normally open or normally closed to match the physical sensor.
4. Run the test procedure in the DSN SOP — open the door, verify Door State transitions from Door Secure → Door Ajar after the configured timer.

Common configuration mistakes

• All exterior unlock paths must be wired into the R2. If an intercom or another reader can unlock the door without telling the R2, every unlock from that path will register as Door Breached (forced entry).
• Motion detectors wired to egress must hold the door unlocked long enough for the person to reach the door. If they release too quickly, the door may re-lock before exit and create false ajar conditions.
• Forced Entry test with fail-safe locking hardware: disconnect the power for the locking hardware only, then open the door. If the Door State transitions to Door Breached, wiring is correct. Restore power and the relay configuration after testing.

Elevator Floor Access (EFA) not granting floors

A resident authenticates at the elevator R2 but does not get access to the floors they should reach.

Quick fix

1. Confirm EFA is enabled on this reader: in the DOOR app, the Device Detail page for the elevator R2 should expose a Floor Information menu. If it is missing, EFA was not activated for this device — re-activate the R2 with FW Version 5.1x.xx (this cannot be changed without re-activating).
2. Confirm the Floor Group Table in the access control panel matches the table displayed on the DOOR app's Device Detail page. Floor Groups in the panel must map to the same Wiegand Facility Code + ID Code that DOOR has assigned.
3. Confirm the resident's key includes the elevator R2 and is in an active state in DOOR OS.
4. Test with a known-good Floor Group: the Property Manager should have created test accounts for each Floor Group during install. Re-run the test sequence to identify which group(s) are not working.

When to escalate

Contact support@door.com if:

• The Floor Lookup Table is missing from the DOOR app after a successful activation.
• The R2 sends Wiegand data to the panel on every credential, but the panel ignores some Floor Groups.
• A Floor Group worked at install but stopped after a panel firmware update.

EFA is a multi-vendor integration — the access control panel manufacturer's support may also need to be looped in if the panel-side configuration is at fault.

Relock timing wrong (lock relocks too fast or stays open too long)

The R2 supports two Relock options: 5 seconds and 10 seconds.

Quick fix

1. Open the DOOR app and navigate to the door's Device Detail page. The Property Manager must be at the door — Relock configuration updates over Bluetooth.
2. Tap Configure → choose 5s or 10s → tap Save.
3. Test with a credential to confirm the new timing.

If the door re-locks immediately when opened (regardless of the timer setting), the R2 may be configured for Automatic Relock on Door Open on its IO3 (door contact sensor). This is intentional behavior to prevent tailgating, but if it's not desired, change the IO3 configuration in the DOOR app.

When to escalate

Contact support@door.com if:

• The R2 fails activation repeatedly despite confirmed power, network, and a valid serial number.
• A door has both DSN and EFA enabled and one of them works while the other does not.
• The device's audible buzzer is silent on all authentication attempts even though the LEDs animate correctly.
• The R2's RJ45 plug is reading link but the device does not obtain an IP address.

Include with every escalation: the door name in DOOR OS, the device serial number, the install configuration (standalone vs panel), the firmware version (visible in the DOOR app under Devices → select the door → Settings), and a description of the issue with steps already taken.

Related articles

• Latch R2 overview
• Latch R2 operation
• Latch R2 specifications
• Door State Notifications SOP
• Latch R - Elevator Floor Access (EFA)
• The Latch device isn't responding when I tap the lens