Troubleshooting Issue with your SDL-T1
If you're having any of the following issues with your SDL-T1 Lock, there are a few factors you can check to determine the underlying cause.
Issues:
- Lock doesn’t lock or unlock,/Locks, but doesn't unlock.
- The bolt doesn’t come out all the way
- SDL-T1 unlocking itself every 20 seconds or so, regardless of whether you lock it again mechanically with the key or remotely via the app
- The bolt doesn’t open and close freely.. Sometimes Jams and beep
L/R direction switch not setup incorrectly
Refer to Section 3 of the Installation Guide and make sure the door opening direction has been set correctly.
How to determine the door opening direction: Stand facing the external panel of the lock. If the door hinges are on the left hand side, you have a left opening door. If the hinges are on the right hand side, you have a right opening door.
How to determine the door opening direction: Stand facing the external panel of the lock. If the door hinges are on the left hand side, you have a left opening door. If the hinges are on the right hand side, you have a right opening door.
Door opening direction setup incorrectly on the app settings
Go to the lock settings and make sure the door opening direction is set according to the door opening direction of your door.
Incorrect tailpiece direction
Make sure the cylinder tailpiece is horizontal.
Tailpiece too long for the door thickness
Once the exterior panel is installed make sure the cylinder tailpiece only comes out 3 notches from the inside of the door. If the tailpiece is longer than 3 notches cut it using some pliers making sure the tailpiece doesn't bend or twist. If the tailpiece is too long it prevents it from freely rotating.
Twisted tailpiece
If the tailpiece is bent or twisted it will not be able to freely rotate. If so, use some pliers to carefully straighten it.
Once the exterior panel is installed make sure the cylinder tailpiece only comes out 3 notches from the inside of the door. If the tailpiece is longer than 3 notches cut it using some pliers making sure the tailpiece doesn't bend or twist. If the tailpiece is too long it prevents it from freely rotating.
Twisted tailpiece
If the tailpiece is bent or twisted it will not be able to freely rotate. If so, use some pliers to carefully straighten it.
Direction of the internal knob is incorrect
Cable is in the way of the tailpiece
If the power cable is in the way of the tailpiece, it may not be able to rotate freely.
Low battery
One common reason for most of the issues with the SDL-T1 is low battery power. Even if the lock's screen lights up and other functions appear normal, the batteries may not provide enough power to operate the motor. To address this, try replacing the batteries with high-quality, brand-new ones.
Rust in the battery terminal or Loose cable
Power up the lock with a fully charged power bank or a computer using the USB charging port (micro USB or USB C) on the front panel. If this fixes the issue, it could mean there's something stopping the battery power from coming through to the front panel.
Check if there's rust present in the battery terminal. Also check if the cable connecting the two lock panels is securely plugged in. Depending on the lock model, the connector plug might be located in the battery compartment, allowing you to tighten it without uninstalling the lock. In other cases, the plug may be tucked away in a cavity, necessitating lock removal for proper fastening.
Lock alignment
Rust in the battery terminal or Loose cable
Power up the lock with a fully charged power bank or a computer using the USB charging port (micro USB or USB C) on the front panel. If this fixes the issue, it could mean there's something stopping the battery power from coming through to the front panel.
Check if there's rust present in the battery terminal. Also check if the cable connecting the two lock panels is securely plugged in. Depending on the lock model, the connector plug might be located in the battery compartment, allowing you to tighten it without uninstalling the lock. In other cases, the plug may be tucked away in a cavity, necessitating lock removal for proper fastening.
Lock alignment
Check the lock alignment (see this article for more details).
Firmware not up to date
Firmware updates for smart locks are crucial software improvements that fix bugs, boost security, enhance performance (like battery life, motor control, connectivity), and add new features, ensuring the lock stays modern and reliable without needing hardware replacement, usually installed through the lock's app over Bluetooth while the phone is nearby.
Lock is stuck
If the lock becomes stuck during operation, it may not function correctly. Follow the instructions in the article to reset the lock and restore normal operation.
Faulty Motor
If the whirring sound when locking and unlocking is pale or non-existent, try powering up the lock with a USB cable. If that doesn't fix the issue the motor could be faulty. Although this is highly unlikely for a new lock.
If the steps above do not solve the problem, please send us the following.
A short video demonstration the issue. Leave the door open while you film, so we could see the locking mechanism in action.
Video of testing the lock with USB power
A photo of the inside panel.
A photo of the L/R switch at the back of the internal panel.
Send us a photo showing the tailpiece direction (it should be horizontal) and how far it extends from the door.
With the back panel removed but the power cable still connected, please send a video of the internal mechanism (the cross where the tailpiece usually connects), showing what happens when you lock and unlock the door electronically. You can refer to the video titled “SDL-T1 – Testing the Motor” for guidance.
While the lock is off the door, try powering it up and send us a video showing whether it functions correctly in that state. Kindly refer to this video: How to test the SDL-T1 off the door
- Photos of your door and the lock from different angles showing the alignment.
- Screen shot of the app showing the firmware is up to date.
- Video of unlocking the door with the mechanical key
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