Smart Lock Not Responding
Updated
If you hear the Base Station announce “Smart Lock Not Responding” while trying to lock or unlock your Smart Lock, it could be due to one of the following reasons:
The batteries in your Smart Lock need to be replaced
The Smart Lock cannot communicate with the Base Station
Its firmware needs to be updated
If you receive this error while trying to unlock your Smart Lock, you can still use your door’s keys to manually unlock the door.
Step 1: Check for an Offline error in the SimpliSafe® app
If your Base Station says “Smart Lock Not Responding” while attempting to lock or unlock your Smart Lock and you see an Offline error message in the SimpliSafe® app, your Smart Lock could have a dead battery. If you do not see an Offline message, continue with the troubleshooting steps below .
To replace the Smart Lock’s battery:
Slide open the battery cover to expose the device’s batteries
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
Replace the batteries with 4 new AA batteries
Once the batteries have been replaced, slide the battery cover back on the device
Smart Lock: Slide the battery cover on in a downward motion
Smart Lock Series 2: Slide the battery cover on in a leftward motion
Step 2: Check the Smart Lock and Base Station’s Communication
If the Smart Lock and Base Station cannot communicate with each other, it could cause this error. There are two factors that could create a communication issue: range and interference.
Range
If the Base Station is too far away from the Smart Lock, it can be hard for them to communicate.
Physical Interference
Physical or wireless interference can block the communication between the Base Station and Smart Lock. Physical interference is caused by physical obstructions getting in the way between your devices - like steel doors, dense walls, and chimneys.
Wireless Interference
Wireless interference is caused by another device that’s competing with the Base Station’s signal. These could be devices like wireless weather stations, remote garage door openers, and some baby monitors. If you have any wireless devices like these around your Base Station or Smart Lock, or in the path between the two devices, try deactivating them temporarily. If the “not responding” error message clears, that means the device is causing interference. You should then try to move that device to a new location if possible.
Troubleshooting Range or Interference
Plug the Base Station as close to the Smart Lock as you can and see if the error message goes away. If it does, that indicates range or interference issues are at play. Consider moving the Base Station to a location that is closer to the Smart Lock permanently.
Step 3: Update the Smart Lock’s Firmware
If you see a notification on your Keypad that says the Smart Lock has a firmware update available, we recommend installing that update. For more information on how to update your Smart Lock, please visit the Updating Your Smart Lock article.
Still Need Help?
If you tried the above steps and your Base Station still announces that your Smart Lock is not responding, reach out to our Support team for additional assistance.