Sometimes, the locking mechanism on my lock doesn't fully retract, making it difficult to unlock the door consistently. Can you please help?

Sometimes, the locking mechanism on my lock doesn't fully retract, making it difficult to unlock the door consistently. Can you please help?

We can provide you with some troubleshooting steps to resolve this issue:

  1. Start by checking the alignment of the lock on your door. Measure the distance from the edge of the door to the lock on both sides (x), as well as the distance from the bottom of the door (y).

  2. To test the lock's functionality, remove it from the door and see if the handle works properly. It should return to the standard 90-degree angle position.

  3. You can also conduct a test on the lock's mortise while it is removed from the door. Assemble the lock with the mortise and spindle positioned between the front and back panels. Connect the cable to power up the lock. Pull up the handle to lock the deadbolt, enter a pin or fingerprint, and then pull the handle down to check if the mortise retracts completely.

By following these troubleshooting steps, you can identify and address any issues with your lock's locking mechanism.

If you continue to experience issues, please submit a support ticket, including your order number and a brief video demonstrating the problem. We would be happy to assist you.

    • Related Articles

    • Why does my Smart Door Lock say "Unlock", but doesn't retract the latch/deadbolt?

      Q: What should I do if my Smart Lock says "Unlock" but doesn't retract the latch/deadbolt? If your Smart Lock say "Unlock" but fails to retract the latch or deadbolt, there are a few factors you can check to determine the underlying cause. Low ...

    • How can I lock the door from the inside without using the app and if Auto-Lock is turned off?

      Unfortunately, if you've disabled Auto-Lock, it limits your options for locking the door from the inside. The only option other than using the app is to use a Remote control. With a remote, you can lock the door with just a click of a button. If you ...

    • Why is my Smart Door Lock not powering up?

      There could be many reasons why your smart door lock is powering up. Following are some basic troubleshooting steps: Check if the cable connecting the interior and the exterior panel is connected correctly. You can remove it and plug it back in. ...

    • Can I purchase replacement mechanical keys for my smart door lock?

      When it comes to replacing mechanical keys for our range of smart door locks, the process varies depending on the model you own: SDL-H1, SDL-H2, SDL-R1: Unfortunately, the keys for these models are uniquely designed and cannot be replaced. However, ...

    • Why is my SDL-H1 not locking?

      What could cause this issue? Several factors could contribute to your SDL-H1 not locking: Spindle too long: If the spindle is too long, it may not properly engage with the lock mechanism, preventing it from locking securely. U-Clip not installed: The ...