First, we will need to ensure that you are connecting the lock to a 2.4 GHz frequency in your router. The Array is manufactured to connect only with the 2.4 GHz and not the 5 GHz, like in a dual band router. This is so you can connect the lock from further away, as the 2.4 GHz has a longer connection range.
If your WiFi router is too far from the lock, the router will need to be placed closer to the lock to complete installation. You can check the signal of your router by running a speed test at the location of the installed Array.