‎Deadbolt Jammed For Manual Usage (Works perfectly from keypad or app) | SimpliSafe Support Home
 
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Tuesday, July 27th, 2021 8:15 PM

Deadbolt Jammed For Manual Usage (Works perfectly from keypad or app)

Hi, I have two Simplisafe deadbolts that I purchased a couple of months ago. The electronics work perfectly, when the lock is unlocked or locked from the keypad or app they work perfectly every time. However, probably about 75% of the time, when I try to use the key or the manual knob, the device is jammed. When this happens, opening/closing the lock from the kepad or app still works perfectly.  The lock bolt is smooth and new, nothing is mechanically blocking the bolt from moving.

Is this a known issue?  Both units have the same behavior and were purchased at slightly different times from different sources.

It seems like this is a dangerous problem as it prevents getting into or out of the house quickly using the manual options (knob/key).

Thanks for any help or ideas.

Community Admin

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5.3K Messages

3 years ago

Hi jongarrison,

We should replace that Smart Lock for you. Have you already been in touch with our Support team about this? I'll be requesting that someone reach out.

- Johnny M.
SimpliSafe Home Security

4 Messages

3 years ago

Just wanted to update here for others that might be seeing this issue.

Simplisafe support did get in touch with me and we tried a number of things with some positive/mixed results. The support experience (with Christopher) has been excellent. A full reset of the firmware on the door lock seemed to significantly lessen the jamming of manual operation. After some additional testing after the call, where I was locking and unlocking the door from the app, the jamming occurred 3 out of 15 times or so. This is a vast improvement, but still an issue.

I'll update here again when we have things worked. Thanks for the excellent response from Simplisafe!

15 Messages

3 years ago

I had a similar issue, which I ultimately resolved by replacing the deadbolt. It still does it a little, but much less.

If you turn the knob slightly in the wrong direction first, you should free it up. I also note that the jamming only occurs after a powered lock or unlock, never after a manual turn.

15 Messages

3 years ago

I have some additional data.

I ordered a new smartlock the other day, since it was on sale, and I wanted a second one for another door anyway, plus I was redoing my front door and thought a black smartlock would match better than my old white one. I went through the setup, and everything seemed fine, until after the calibration was done. At that point, I tried turning the knob manually, and it wouldn't budge. (I couldn't even do the wiggle thing.) So, I turned it a little harder, and... well, I wouldn't say it came loose exactly, but I was able to turn it all the way, and after that it was fine, manually. But it quit working automatically. It didn't respond at all. I tried recalibrating it, and it just refused. I tried removing and re-adding it; no difference. I tried taking out the batteries, leaving it for a while, and then re-adding it. Ultimately it wouldn't even register. (The only thing I didn't try was the factory reset I since saw mentioned elsewhere. I guess I'll do that later.)

So, I took it off and put the old smartlock back (still using the new deadbolt). I went through the same process of re-adding it, and got to the same point -- no manual turning possible. Instead of forcing it, this time I locked and unlocked it via the pin pad, and after that -- and one brief wiggle -- it seemed OK.

BTW, the first deadbolt I mentioned in my previous post was some nameless thing supplied by a locksmith, using a Schlage keyway, that was then about ten years old. The smartlock knob came out at odd angles (open and locked positions weren't symmetrical), and like I say, it didn't work well (although it had been OK as a deadbolt). I'd replaced that with a cheap Kwikset, and for the new project, I replaced both the handle and deadbolt with a nicer Kwikset pair. With both Kwikset deadbolts, the knob stops at about a 45 degree angle for each position. I hope this info may help diagnose the issue. (The exact handleset I bought is: https://www.amazon.com/gp/product/B008YB65NS )

15 Messages

I tried the factory reset. I got one flash, and that was it -- it still wouldn't pair, and it wouldn't even reset again (assuming that's what the one flash was).

15 Messages

3 years ago

If I can summarize --

I don't know the inner workings of the smartlock, but basically, it seems to me that it should be doing this, whenever an automated turn is requested:

1. Grab the knob.
2. Turn it.
3. Release the knob.

Instead, we're seeing this:

1. Grab the knob.
2. Turn it.
3. (nothing)

Step 3 never happens. It should release the knob, every time, after it turns it (either way). But it doesn't.

1 Message

2 years ago

I have the same problem as the original poster --- everything was perfect for the first few months, then one lock and, a few days later, the other lock stopped working manually.  Grrrr!  I've told lots of people about the great experience with simple installation etc., and this is indeed a disappointment.  Do I really want to get into it with customer support, firmware, and so on?  Uh, no.

Community Admin

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5.3K Messages

@nvf​ apologies for the trouble. Have you already updated both Smart Locks to the latest firmware? That might help resolve the issue and prevent it from happening in the future.

1 Message

I have the same problem that actually started after updating to the latest firmware. Huge safety issue that needs to be fixed asap.

Community Admin

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5.3K Messages

The latest Smart Lock update (1.4) should be having an opposite effect. Have you already attempted re-calibration through the Keypad Menu?

You would also of course want to make sure that your Base Station is also updated.

15 Messages

2 years ago

This problem may be related to the deadbolt not extending fully. It turns out that the locksmith who first added a deadbolt to my front door didn't drill out the hole on the jamb to the full depth it was supposed to be, even though deadbolts seemed to work well. I was getting about 90 degrees of turn on the Simplisafe turner. While working on a different door, I saw that it could (should) go a bit further -- maybe 110 or 120 degrees. I dug out the hole, and got the additional rotation. I recalibrated the lock, and so far, there seem to be no issues.

1 Message

4 months ago

I got a notice in the app that our smart lock had low batteries while we were away traveling.  We return 10 days later (the lock had been used exactly ONE time while the battery was low) to find the batteries dead and unable to turn the deadbolt manually with a key.  Our flight was delayed, so we arrived home at 12:15am and their customer support line was closed so we were locked out of our home and so the only option was sleep in the hallway of our building or schlep 4 blocks to the closest hotel.  This is a massive fire hazard and probably ripe for a class action lawsuit.

Community Admin

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2.6K Messages

@mjvailla​ I'm very sorry to hear about your experience, and please know that we will do everything we can to make this right. I've forwarded your case to our escalated Support team. A senior specialist will contact you soon, so keep an ear out for their call.

(edited)

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