Unlock failures on some controllers and readers

Update timeline

1. resolved Oct 02, 2026, 04:58 AM UTC

   Between 01:15 and 04:25 UTC on October 2, 2026, some Kisi controllers and readers gradually stopped accepting their configuration following a routine credential refresh from the Kisi cloud. Unlocks through affected devices failed during this time. Because devices were affected gradually rather than all at once, some doors at the same site kept working while others did not. We identified the cause and restored a working configuration to every affected device. All online devices have operated normally since 04:25 UTC. Devices that were offline during this period will pick up the corrected configuration automatically when they reconnect, so no action is needed on your side. We are rolling out a permanent fix to prevent this from happening again. We apologize for the disruption.

2. postmortem Oct 06, 2026, 01:23 PM UTC

   **What happened** Between 01:15 and 04:25 UTC on 2 October 2026, some Kisi controllers and readers couldn't unlock doors. Affected users saw a "door not found" message in the Kisi app, and some readers appeared dark or dimmed. The affected devices stayed online but had temporarily lost their door configuration. This was an availability issue only. Affected doors couldn't be unlocked through Kisi, but no one was given access they didn't already have, and no customer data was exposed. **What caused it** On 1 October we deployed a change to how our cloud service issues device credentials. Overnight, during routine scheduled maintenance, some devices received an updated configuration in a format they didn't accept. Instead of keeping their last working configuration, those devices discarded it, so they could no longer match unlock requests to their doors. The maintenance updates devices gradually over several hours. That's why the problem spread over time, and why doors at the same site could behave differently. **How we resolved it** We identified the cause at 03:33 UTC, stopped the maintenance, and restored a working configuration to every affected online device by 04:25 UTC. No on-site visits or hardware changes were needed. We fully reverted the original change at 09:15 UTC, well before the next scheduled maintenance. Devices that were offline during the incident recover automatically when they reconnect. **What we're changing** * Devices will keep their last working configuration if they receive one they can't use. This is coming in an upcoming device software update. * Configuration changes will be checked automatically against what devices accept before they roll out. * We're expanding monitoring of device configuration and unlock success. * Changes that can affect devices will get review across our cloud and hardware teams before release. We're sorry for the disruption this caused you and the people who rely on your doors. If you have questions or still see a device behaving unexpectedly, please contact Kisi Support.