3 Messages
Can't unlock smartlock with PIN pad or App
After I re-calibrated my smart lock, I can no longer unlock it with either Pin pad or phone app. But I can lock with PIN pad. And auto-lock still works. Just when unlock with PIN or app, the lock LEDs are flashing and app will say smart lock is not responding.
Called support, they had me reset, remove and add back the lock 5 times in different ways. And move the base station 5 inches away. No luck. They sent me a brand new smart lock. Unfortunately it behaves the same way.
Official Solution
davey_d
Community Admin
•
5.7K Messages
2 months ago
Hi @kevinyangyu ,
Thanks for reporting. Re-calibration and a full reinstall would have been the first things I would suggest. It's really puzzling that even a brand new replacement Smart Lock is having the same issue.
I wonder - how far is your Base Station from that Smart Lock? Since auto-lock still works, it sounds like the actual mechanism is fine, and this might be a communication issue (and of course, the signal to lock and unlock come from the Base Station). Moving the Base Station into the same room, if it's not already, and even if just temporarily, can help us learn more about the issue.
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