The IoT smart locks suffered a ‘fatal error,’ according to device’s manufacturer LockState, rendering them inoperable without the physical backup key.
Internet of things (IoT) smart lock system manufacturer LockState is red-faced after it sent a software update that bricked its model 6000i RemoteLocks. The update caused a fatal error that left over 500 users unable to lock or unlock them without having the device’s physical backup key. The devices are popular with AirBnB customers.
“We realize the impact that this issue may have on you and your business and we are deeply sorry. Every employee and resource at LockState is focused on resolving this for you as quickly as possible,” wrote Nolan Mondrow, CEO of LockState in an email sent to customers last week.
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A case of human error
The company admitted the bad update was the result of human error. It sent the 6000i devices an update meant for their 7000i line. The incorrect software rendered the devices unable to connect with their home server. As soon Lockstate realized its error, it sent an email to all affected customers.
“Dear Lockstate Customer. We notified you earlier today of a potential issue with your LS6i lock. We are sorry to inform you about some unfortunate news. Your lock is among a small subset of locks that had a fatal error rendering it inoperable. After a software update was sent to your lock, it failed to reconnect to our web service making a remote fix impossible. In order to fix your lock, there are two options.”
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The options offered are for the customer to send the back portion of the lock back to the company to be reprogrammed, or to request a replacement device. The company said it would pay for shipping both ways and provide the affected customers with a free year of service.