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Smart Lock Won't Calibrate

Updated 

7 days ago

If the Smart Lock fails to calibrate or recalibrate when using the SimpliSafe® Mobile App, there are a few reasons why that may happen. 

The steps below will help you resolve any underlying issues and allow you to recalibrate your Smart Lock. We recommend that you go through each step until the issue is resolved, starting with step 1.

The first thing you should do is check if your Base Station is connected to Wi-Fi. This can be done using either the SimpliSafe® Mobile App or Keypad.

Using the SimpliSafe® Mobile App

  1. Select My System from the navigation bar at the bottom of the screen

  2. Tap on Base Station Settings

  3. Next to Wi-Fi Network, you will see your network name if your Base Station is connected to Wi-Fi

    1. If you do not see a Wi-Fi Network listed, tap Wi-Fi Network, then follow the on-screen prompts to reconnect to Wi-Fi

Using the Keypad:

  1. Press the Menu button

  2. Enter your Master PIN

  3. Select System Settings

  4. Next to Wi-Fi, you’ll see the network name your Base Station is connected to

    1. If you do not see a Wi-Fi network listed, you’ll need to reconnect

The second thing you can test is the placement of your Base Station. We recommend moving and plugging it in as close to the Smart Lock as possible and then resetting the Smart Lock. Once the Base Station has been moved and the Smart Lock has been reset, try calibrating the Smart Lock again. If the calibration is successful, you can move your Base Station back to its original location.

Restart the Smart Lock by removing a battery from the Lock for 30 seconds. Then, re-insert the battery and look for the LED lights to blink above the battery slots.

Smart Lock: Slide the battery cover up and off the backing to expose the battery compartment

Smart Lock Series 2: Slide the battery cover to the right to expose the battery compartment

The third thing you should do is check for any available updates to your Base Station or Keypad(s). You’ll know that an update is available when you see a gear icon on the Keypad, or if you receive a notification within the SimpliSafe® Mobile App. You can also manually check for updates within the SimpliSafe® Mobile App by using the following steps:

  1. Open the SimpliSafe® Mobile App on your phone or tablet

  2. Choose My System from the bottom navigation bar

  3. Select Base Station Settings

  4. Next to Firmware, it will say “Update Available” if applicable

  5. Tap on “Update Available” then follow the in-app prompts to start the update process

Once the update is complete, try calibrating your Smart Lock before proceeding to Step 5.

If a firmware update is not available, you should check the battery of your Smart Lock.

To check the battery levels of the Smart Lock:

Smart Lock: press the top cover upwards and press the test button

Smart Lock Series 2: slide the cover to the right, then off and press the test button

The lights on the device will begin to blink. If only the center light is slowly blinking, this would indicate that the batteries within the Smart Lock are low and need to be replaced.

If the above steps do not work, the last step would be to factory reset your Smart Lock.

  1. Slide open the battery cover

    1. Smart Lock: Slide the battery cover on the back of the Smart Lock upwards to remove it

    2. Smart Lock Series 2: Slide the battery cover on the back of the Smart Lock to the right to remove it

  2. Press and hold the reset/pairing button located just above the batteries for about 20 seconds

  3. You’ll know the reset was successful when all 3 lights are flashing

  4. Add the Smart Lock back to your system using the respective installation guide. If you’re unsure of which Smart Lock you have, you can learn about the differences on our Help Center.

    1. Smart Lock Installation Guide

    2. Smart Lock Series 2 Installation Guide

It’s possible that the Smart Lock has been mounted in a way that has bent the mounting plate. We recommend temporarily removing the Smart Lock from the door, then testing calibration while it’s sitting on a table.

To remove your Smart Lock:

1. Use the included release tool as a lever to slide the latches of the wings outward on both sides (this applies to Smart Lock and Smart Lock Series 2)

  • If you do not have the included release tool, a small object like a SIM card removal tool may also work

The Smart Lock release tool being used to expand the wing latches on the Smart Lock Series 2

2. Pull the lock off the door

3. With the Smart Lock in hand, turn it to a locked position and place it on a table

4. Attempt to calibrate the Smart Lock again using the Mobile App or Keypad

5. Does the Smart Lock calibrate when on the table?

  • YES: Remount it, ensuring you do not overtighten it, and attempt to calibrate it on the door again

  • NO: Contact our support team for further assistance

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