Device synchronization ensures Zentra’s database matches each lock’s configuration. During sync, locks are pointed to the Zentra system (instead of Engage), and critical security parameters like lock ID and schedule indexes are updated. If locks have different IDs or indexes than Zentra expects, it creates a security vulnerability and credentials cannot be programmed correctly.

Devices should always run the most recent firmware for the best user experience. For Control locks specifically, minimum firmware ensures the latest communication protocol is updated for encrypted communications (HMAC). Without proper firmware, secure communication between Zentra and locks cannot be established.

Minimum firmware will be one of the last two firmware versions released. However, devices should always be updated to the latest version to ensure highest quality and most up-to-date security protocols.

Syncing with Zentra ensures the device is pointed to the new platform instead of Engage, and ensures device information is properly added to the Zentra platform. Syncing too early would point devices to a non-existent Zentra site.

All devices must be synced with Zentra before the system allows any changes to the site. This security measure prevents credential programming conflicts and ensures all locks are properly configured for the Zentra platform.

The credentials have not been “migrated” in the Zentra UI. This is a necessary step post-import to ensure Zentra can properly read the credential. Navigate to Software → Credential Format → Migrate to complete this step.

This is a known issue related to user permissions. Change the user from Operator to Admin role to resolve. Zentra Customer Success Team is aware of this bug.

Zentra does not support device groups for Control locks, making master credential implementation more complex. Master credentials must be synced with each individual lock via mobile device to add/remove access. p(banner important). Ensure migrated Engage masters have “all user groups” assigned in Zentra before initial sync, or masters will stop working.

Engage applies expiration dates at the user level. Zentra applies expiration at the credential level. Currently, Zentra imports the user expiration date and applies it to the credential. Future implementation may ignore user expiration dates entirely, requiring manual expiration date setup if needed.

Engage and Zentra have different device naming requirements. Engage supports longer names with fewer restrictions, so devices imported from Engage were grandfathered into Zentra with their original names. However, if you attempt to edit a device — even if you make no changes to the name and simply click into the field and hit Save — Zentra will apply its current naming rules at that point. You will need to update the device name to meet Zentra’s requirements before saving.