Troubleshooting your Smart Door Lock
Why Won't My Smart Lock Complete a Reset?
If your smart lock isn’t responding when you try to reset it, work through the steps below before assuming there is a fault. In many cases, a reset issue can be resolved with a few simple checks. 1. Try fresh batteries first. A reset cycle can ...
Why Has My Passcode Suddenly Stopped Working?
A passcode that previously worked but is no longer accepted is almost always one of five things — the passcode has expired, the lock batteries are low, the passcode record has become corrupted, the lock firmware is out of date, or the lock itself has ...
Why isn’t the tick button working on my Loqee Smart Keybox?
Read before you start troubleshooting. If the troubleshooting steps in this article do not resolve the issue, we will ask you to provide a few photos and short videos so we can assist you further. You are welcome to capture the necessary images and ...
Why is the keypad or touchscreen overlay on my lock peeling?
If you've noticed that the keypad or touchscreen on your smart lock is peeling, this is typically the result of environmental exposure rather than a manufacturing defect. Prolonged exposure to sunlight, salt air, and rain can gradually break down the ...
Why Am I Getting the ‘Operation Failed’ Error in the TTLock App?
Running into an ‘Operation Failed’ error in the TTLock app can be frustrating, especially when you’re trying to add or manage your smart lock. This issue isn’t just limited to the initial setup; it can pop up any time you interact with your lock ...
Why is my Loqee Smart Key Box Not Opening?
Prerequisites: 1. Make sure the smart lock is powered up using fresh batteries. 2. Make sure the lock is configured (see this article to configure the lock). Read before you start troubleshooting. If the troubleshooting steps in this article do not ...
I always have to unlock the door from the outside before I can lock it again, which is inconvenient.
First, check if the latch moves in smoothly when you push it in with your finger. If it does, then the lock itself is working as it should. By default, the outside handle isn’t connected to the latch, so pulling the handle down from outside doesn’t ...
How to reset a lock without losing its data
This article important if you must reset your lock for some reason but don't want to lose the passcodes and fobs setup that's already been setup. Note: The security reasons fingerprint are stored in the lock itself. Therefore fingerprints and lock ...
Why does the TTLock app say I can’t create more than 5 codes and ask me to subscribe?
All Smart Locks using the TTLock app are now affected by recent changes made by TTLock. Previously, there were no restrictions on the number of codes you could generate. Now, TTLock accounts can generate an unlimited number of passcodes for the first ...
Latch will not extend to lock or even hold the front door closed
Read before you start troubleshooting. If the troubleshooting steps in this article do not resolve the issue, please send us the following so we can assist you further. You are welcome to capture the necessary images and recordings as you work ...
Keypad flashing and not recognising PIN/passcode
Read before you start troubleshooting. If the troubleshooting steps in this article do not resolve the issue, we will ask you to provide a few photos and short videos so we can assist you further. You are welcome to capture the necessary images and ...
How do I power up my smart lock with a USB cable
All of our smart door locks are equipped with a USB power port on the exterior panel, allowing you to power the lock in the event of an emergency power failure. Please refer to the User Manual to locate this USB port on your lock. Plug in a fully ...
How to fix the loose interior handle on the SDL-S2 smart lock
If your SDL-S2 smart lock interior handle has lost resistance and feels loose, this article will guide you through the fix. This video shows how the interior handle behaves when it has lost resistance, so you can confirm whether your lock is ...
Unable to unlock/lock my door remotely
This feature needs a gateway Remote features only work when your lock is paired to a gateway. SDL Wi-Fi Gateway — Dual Band (2.4 GHz & 5 GHz) SmartDL Wi-Fi Gateway (2.4 GHz) If you already have a Wi-Fi gateway make sure your have configured the Wi-Fi ...
How to reconfigure or reset your Wi-Fi Gateway
To reset or reconfigure the Wi-Fi Gateway, unplug it from the power source and plug it back in. When the gateway is powered on, it enters pairing mode for the first 60 seconds. During this time, you can reconfigure the Wi-Fi Gateway using the TTLock ...
I'm having trouble configuring my Wi-Fi Gateway/Wi-Fi Bridge.
If you have trouble configuring your Wi-Fi Gateway, first make sure you have followed the instructions on this article. If you still have issues, check the following. The distance and any obstructions between the Wi-Fi router and the Wi-Fi Gateway. ...
Why does my SDL-R1 deadbolt not locking all the way?
If your SDL-R1 deadbolt does not fully extend when locking, it is usually caused by one of the following issues. Alignment issue If the interior panel is not perfectly aligned with the strike box, the deadbolt will not be able to extend fully. To ...
Smart Lock Handle Has Lost Resistance
If the handle is loose or coming off, this can usually be fixed by removing the lock from the door and tightening the screws. If the handle turns freely or feels like it has lost resistance, please continue reading. All smart locks use a tension ring ...
Why doesn’t my smart lock automatically lock when Passage Mode ends?
If your smart lock does not automatically lock after Passage Mode ends, it is usually due to one of the following reasons. Auto Lock is turned off Auto Lock must be enabled for the door to lock automatically once Passage Mode ends. Check this setting ...
Unauthorised access alarm
Smart door locks are designed to do more than just lock and unlock a door. One important security feature is the unauthorised access alarm. This alarm is triggered when the lock detects repeated incorrect PIN entries. When this happens, the lock ...
Can your locks be integrated with existing mechanical master key systems?
Yes. The SDL-S2 and the SDL-SS1 and the Loqee Slim (Detachable key cylinder variation) come with a separate mechanical key cylinder (pictured below) which can be replaced with another euro cylinder to integrate with an existing mechanical master key ...
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 ...
How do I fix an external handle of a SDL-S1 that has lost resistance
Watch this video - SDL-S1 handle that has lost resistance Take the lock off the door - Take off the screw behind the batteries and at the bottom of the inside panel - Unplug the cable carefully - Make sure not to pull it out with force, this may ...
Do I need to reconfigure my smart lock and Wi-Fi bridge if I change my internet provider?
No worries, you don’t need to connect the smart lock itself to your new Wi-Fi network, as it only talks to the gateway (also known as the Wi-Fi bridge), not directly to your router. If you’ve switched internet providers or got a new Wi-Fi network, ...
How to check if the alignment of your smart lock is correct?
How to Determine Alignment: To ascertain whether your lock is aligned with the mortise, use a small level to ensure both are properly aligned. By leveling both the mortise and the lock, you can confirm whether they are in alignment or if adjustments ...
I'm having trouble pairing my smart lock with my phone. What should I do?
If you're having trouble pairing your smart lock with your phone, there are a few factors you can check to determine the underlying cause. Lock not in pairing mode During the pairing process the keypad has to be activated for the TTLock app to ...
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, ...
Can I set timed passcodes for guests for my Airbnb?
Absolutely! Setting timed passcodes for your guests improves operational efficiency and ensures secure, authorized access for a specified duration. To generate a timed passcode using the TTLock App, you have two options: Option 1: Custom Timed ...
Can your locks be unlocked by pushing a button on the intercom?
Our locks do not have this built-in capability. However, you can consider the following workaround: Purchase a TTLock remote (SDL-XR1 Wireless Remote Key) to unlock the door via Bluetooth within range. Consider using an electric latch that can ...
Can I create passwords remotely without a Wi-Fi Bridge?
Yes, you can create auto-generated passcodes remotely, but not custom passcodes. Here's how it works: When you use the TTLock app, it employs a complex cryptography algorithm to create a unique code. This algorithm combines a unique signature ...
Why does my lock's battery drain so quickly, not even lasting close to the average 6-month duration as claimed?
Read before you start troubleshooting. If the troubleshooting steps in this article do not resolve the issue, please send us the following so we can assist you further. You are welcome to capture the necessary images and recordings as you work ...
How to update the lock firmware?
A firmware update is a software upgrade for electronic devices that can improve functionality, security, and performance. To update the lock firmware: 1. Go to lock Settings. 2. Navigate to the Firmware Update section. 3. Click on the Update button ...
How long do your locks disable after multiple incorrect attempts, and can this feature be disabled?
Our locks respond in two different ways to multiple incorrect entry attempts: For specific locks, like the SDL-R1, an anti-theft alarm will be activated in response to multiple incorrect attempts. This alarm sounds for about 5 seconds. Additionally, ...
How can I change the name of my lock if I input the wrong one during setup?
If you have accidentally entered the wrong name for your lock during the setup process, you can easily rectify this by following these steps: 1. Go to the lock settings. 2. Select "Basics" from the menu options. 3. Locate the "Name" section and click ...
What steps should I take if my guests are having trouble unlocking the door?
If you have guests visiting or if you are an Airbnb host, sometimes, they may encounter difficulty in unlocking the door, especially if you have the SDL-H1 or SDL-H2 lock models installed. This may likely be due to the privacy switch located on the ...
I am having trouble with opening and locking my gateway remotely. The extra blue button that allows me to do this has disappeared. Do you have any suggestions on how to fix this issue?
In order to regain access to the blue icon that allows remote unlocking, you will need to ensure that the remote unlock feature is enabled. You can do this by following these steps: Open the TTLock app and navigate to the lock ‘Settings’. Once you ...
Can I disable the sound on my smart door lock?
Absolutely! Here's how you can easily turn off the sound on your smart door lock: 1. First, log in to the TTLock App on your smartphone. 2. Next, navigate to the Settings section within the app. 3. Select the option for Lock Sound. 4. From there, you ...
Uninstalling SDL-H1: Simplifying Lock Troubleshooting and Maintenance
In the following video we're unveiling a quick and easy guide to uninstalling the SDL-H1 smart door lock. Whether you're troubleshooting an issue or replacing parts, this step-by-step tutorial ensures a seamless process, minimising downtime and ...
Why do I keep receiving notifications that the Wi-Fi Gateway/Bridge is offline?
The WiFi Gateway is designed to be sensitive to any drop in the internet connection, which can sometimes result in notifications being sent even if the connection is quickly restored. To ensure that there is no issue with the WiFi Gateway itself, you ...
How can I transfer a lock to another TTLock account?
To transfer a lock to another TTLock account, please refer to our comprehensive guide through this link: https://support.smartdoorlocks.com.au/portal/en/kb/articles/transfer-a-lock-to-another-account. It provides step-by-step instructions on how to ...
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