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Latch Water Sensor Troubleshooting

The water sensor indicates that the device is offline. How do I know which water sensor needs attention?

  1. Residents do not have the ability to view which individual water sensors have fallen offline. 
  2. To find out which device needs attention, visit the “Activity” section via the top-level navigation.
  3. To view activity for a subset of devices, you may filter based on 
    1. Hub
    2. Leak Detector
    3. Light
    4. Thermostat
    1. Unit
    2. Device Type
    3. Date range
  4. The logs will indicate the name of the device, the type, as well as the time it fell offline.

Deactivating and Reconnecting the Latch Water Sensor

To re-install the Water Sensor, you need to deactivate and reactivate the water sensor via the Latch Manager app for iOS.

To deactivate the device

  1. Open the Latch Manager app on iOS, select the property and view “Smart Devices"
  2. The affected device will have a red status indicating that the Device is disconnected.
  3. Select the device and on the detailed device view select “Forget this device”

To re-pair the water sensor to the Latch Hub.

  1. From the Latch Manager iOS app, scan the QR code on the water sensor switch
  2. After the water sensor has been created, tap the ‘Pair’ button to put the hub in pairing mode.
  3. Then, put the water sensor into pairing mode. 

Note: When the battery is first inserted, the water sensor will automatically enter pairing mode for 30 seconds. If a network is not found after 100 seconds, the sensor will go into sleep mode. To wake the sensor again, press the pairing button once on the underside of the water sensor to trigger the pairing process.

The water sensor is not pairing

  1. Your water sensor is not in pairing mode if the light has a single blink every few seconds.
  2. To put it in pairing mode, take out the battery and press and hold the button on the underside of the water sensor.
  3. While holding the button, put the battery in and count to 3.
  4. Let go of the button. The sensor is in pairing mode if it blinks in rapid succession.

I don’t know if my water sensor successfully paired to the hub:

  1. In the Latch Manager App, check that the water sensor is showing up in the building devices list.
  2. If it has successfully paired at least once, the connectivity status will be “Connected.”
  3. You can test leak detection by placing a finger on both prongs on the underside of the water sensor. The device will beep and any users added to the property, including property managers with device management permissions and phone numbers saved in Latch Mission Control, will receive an SMS.

 

What battery do I use in my Water Sensor? How do I change it?

The unit is powered by a single CR2 battery. To change the battery:

  1. Remove battery lid from the top of the water leak sensor.
  2. Replace with one CR2 battery.
  3. The Water Sensor will automatically begin re-pairing to the Latch Hub.

Enabling Residents to Control their Smart Devices

In order to set a resident up to control the Smart Devices in their unit, you'll need to ensure the following steps have been taken care of:

  1. Review and complete the requirements in the previous article, ‘Purchasing and Preparing your Property for Smart Home Set Up.'
  2. Provide the Resident with access to their Residence Door and the corresponding Unit.
  3. Ensure residents new to Latch have received an invite to download and sign into the Latch App for the first time. You can direct residents to ‘Smart Home Devices in the Latch App’ for help with viewing their Smart Devices.

When the Smart Home device installation process is complete, the devices have been connected to the internet, the resident has access to their residence, accepts their invitation, and agrees to the terms of service in the Latch App, they will then be able to view and control their smart devices.

Note: If your property has Nest thermostats, your residents must also agree to the Google Terms of Service in the Latch App.

Viewing the Status of Smart Devices at your Building

As a Portfolio or Property Manager with Device Management permissions, you are able to view the various Smart Devices installed at your property.

In Latch Mission Control

  1. Log in to manager.latch.com and select the correct Property in the upper left-hand corner. Note, if you need to change your portfolio view, you can do so by navigating to your profile in the upper right-hand corner and toggling to the desired portfolio.
  2. Once you've selected the correct property, click the 'Devices' link at the top of the page.
  3. Under the search bar, click the 'Smart Devices tab. You will then see a list of all Smart Devices installed at the property and be able to scroll through the list or search for a device by name.
  4. By clicking on a specific device you will be able to view the Smart Device details page.
  5. You can change the name of the device by clicking the blue 'Edit' button next to the Device Name field and selecting 'Save.'

Note: You will not be able to see all details for a device that is associated with an occupied Unit. Details that are not shown for occupied Units will display a 'Restricted (unit occupied)' status. 

In Latch Manager App (iOS)

  1. Open the Latch Manager App and select the desired Portfolio under the 'Settings' section in the upper left-hand corner, followed by selecting the correct Property from the Properties page.
  2. Click the 'Smart Devices' tab under the Property name.
  3. Scroll through the list of Smart Devices or search for a device by name.
  4. Tap on a device to view the Smart Device details page. You will also see a connection status listed under each device. 
  5. Under each device page, you will see a list of actions that can be performed on the device based on the product and current status.

Managing Smart Home Devices in Vacant Units

Property Managers with Device Management permissions can control the settings for specific Light Switches and Thermostats in vacant units via the Latch App. The 'Vacant Unit Settings' feature is enabled in Latch Mission Control and allows a property manager to disable Lights and HVAC systems controlled by Thermostats when units become vacant.

To Enable or Disable Vacant Unit Settings:

  1. Log in to Latch Mission Control and select your property.
  2. Click on 'Property Settings,' then choose 'Manage Units.' 
  3. Under the search bar, click the 'Vacant Unit Settings' tab.
  4. Enable or Disable the Vacant Unit Settings by selecting or deselecting the options below:
  • Turn lights off when units become vacant
  • Turn HVAC off when units become vacant

If you do not see 'Vacant Unit Settings' in the Latch Mission Control, please contact support@latch.com for further assistance.

Purchasing and Preparing your Property for Smart Home Set Up

How do I get Smart Home Devices at my building?

If you’re interested in adding Smart Devices to your property, please contact your Latch Certified Installer for additional details about purchasing and installing Smart Home devices. 

Your Latch Certified Installer will work with you to review your options for Smart Home Devices and plan the setup and installation. If you have any additional questions about getting this process started, please reach out to us at support@latch.com.

How do I prepare my building for installing Smart Home devices?

There are several steps to complete before installing Latch Smart Home devices at your property, so you'll want to work with your Latch Certified Installer prior to and during the setup and installation process. Ahead of installation, we recommend completing the following tasks (or ensuring your Installer has completed them):

1. Create Doors:

If not already completed, please ensure doors are created at your property, particularly in the spaces where Smart Home devices will be installed. For details, please see our article on Creating Doors.

2. Contact Latch Support to Enable Property for Smart Home

Contact support@latch.com to confirm your property has been enabled for Smart Home installation (please specify the devices you plan to install and we'll ensure your building is all set).

3. Create Units:

Once your doors are created, you'll need to create digital Units (please see our article on Creating Units). 

4. Link Doors to Units: 

    1. Using the  Latch Manager App (available only on iOS devices), navigate to each new Door.
    2. Tap on each Door and then Tap on the Add Unit option.
    3. Choose the correct Unit to assign the Door to and then tap Save.

5. Contact Latch Support to Create Room Types: 

If your property is deploying Latch Leak Detectors or Smart Light Switches, you or your install partner will need to contact Latch Support to create Rooms for your property. Rooms are created to easily distinguish the specific location of each Leak Detector or Light Switch in a given Unit. If your Latch Certified Installer has not already done so, please contact support@latch.com to provide a list of the Room Types that will contain these devices throughout the building (Ex: Bedroom 1, Bedroom 2, Water Heater Closet, Living Room, etc.).

6. Install

Your Latch Certified Channel partner will install Smart Home devices into each of the individual units.

Once this process is complete, you can invite residents and set them up to control the Smart Devices in their private units. For more information, please see the article, 'How do I set someone up to control the Smart Devices in their Unit'