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FAQs
1. What does the update consist of?
Updates require a step-by-step collaborative effort by dormakaba and customers and this will be covered in more detail during the live support provided by the dormakaba support team.
2. What happens if we do nothing?
a. Your locking system will no longer function properly.
b. Your RFID lock audit will be reporting wrong dates after Nov 24, 2021 at 8:00pm local time.
c. For Atlas / Rezshield Customers Only that are using the blacklist feature (cancelled specific guest, resident or staff keycard) of RFID locks will not work after Nov 24, 2021 at 8:00pm local time.
d. For Atlas / Rezshield Customers Only — the emergency keycard will stop to be accepted in the locks.
3. Will our existing guest, resident and master keys continue to work after the update or replacement?
Yes. For RFID locks, existing key cards will not need re-encoding.
4. Will the lock Audit trail be maintained during and after the update or replacement?
Yes. There is no impact on the audit trail for RFID locks.
5. My lock is under warranty. Will there be an impact on my warranty?
The terms of the current product warranty remain the same.
6. I have a service plan. Will there be an impact on my current service plan or extended warranty plan? Will my agreement be extended?
The terms of the current service agreement remain the same.
7. What will be my out of pocket expense?
There is no charge for remotely updating your existing Atlas/RezShield or Front Desk Unit (FDU) G4 systems performed digitally by dormakaba.
For clients using ATLAS/RezShield: After the update is performed to your Atlas or RezShield systems you will be required to perform a lock programming with the programmer — further details will be provided by our support agents at the time of the remote system upgrade by dormakaba.
8. Will dormakaba perform this update free of charge?
There is no charge for remotely updating your existing Atlas/RezShield software and related accessories, or Front Desk Unit (FDU) G4 systems performed digitally by dormakaba.
For clients using ATLAS/RezShield: After the update is performed to your Atlas or RezShield systems you will be required to perform a lock programming with the programmer — further details will be provided by our support agents at the time of the remote system upgrade by dormakaba.
9. Can I perform this update in house using my own maintenance people?
Updates require a step-by-step collaborative effort by dormakaba and customers.
10. How long will the update or replacement take?
The estimated duration to reprogram locks and recreate keycards depends on the size of your property. For additional information, please refer to our product End of Life page.
How do I schedule my update?
You can schedule your update or replacement online or by phone.
Email: dedicatedsupportLGS@amer.dormakaba.com
United States & Canada Phone: 1-800-896-2017
United Kingdom Phone: +44 845 287 0507
Contact us
Call our dedicated USA and Canada Customer Resolution Center
1 (800) 896-2017
Call our dedicated United Kingdom Customer Resolution Center
+44 845 287 0507
Call our dedicated France Customer Resolution Center
+33 1 41 94 26 15