‎door lock not manually unlocking when locked using the app | SimpliSafe Support Home
 
M

Tuesday, July 20th, 2021 4:21 PM

door lock not manually unlocking when locked using the app

Major Safety Issue---Recently after an update or something I have found that my simplysafe door lock will not unlock from the inside if the lock is closed using the app or the keypad. No matter how much you try the lock will not unlock. This is a MAJOR safety issue. If you lock the door manually then there is no issue with unlocking the door, This only happened I believe after a recent software update. How can I correct this?

Advocate

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113 Messages

2 years ago

This is interesting.  I would think that this shouldn't be possible, due to safety concerns that you mention (Life Safety Codes).  I would think that a manual action would unlock the lock regardless.

Community Admin

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4.8K Messages

2 years ago

Definitely concerning, mark.violet1.

Have you tried factory resetting the Smart Lock? You can do that by opening the battery panel and holding the pairing button inside for 16 seconds. When you release, it should disengage from the Base Station, and you can add it back through the Keypad.

- Johnny M.
SimpliSafe Home Security

4 Messages

2 years ago

I am having the same problem in two new Simplisafe Smart Locks. I purchased them a couple of months ago from two different places. Both exhibit exactly the same jammed for manual usage behavior described here and it is very concerning. Both locks function perfectly from the keypad or app, so there is no mechanical blockage issue, the bolt is smooth as can be.

I opened this topic about it:
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/deadbolt-jammed-for-manual-us

183 Messages

2 years ago

I've had my lock installed for about a month.  Yesterday, I could not unlock the door manually to get in my house.  It took a couple tries with the app locking and unlocking it for the deadbolt to turn.  It hasn't happened since then, but this is a significant problem and major safety concern.  

It seems to be working fine now, but I am still going to contact customer support.

183 Messages

2 years ago

Update: If I lock the Smartlock electronically (app, alarm or pin pad) it will only unlock with pin pad, app, etc.  If I am outside, the key does not work.  However, if I lock my house manually with a key, then I can unlock it manually.  This occurs 100% of the time.  Sometimes when I am inside the lock will not unlock when I try to turn it by hand.

When I left my house this weekend, I set the alarm, but because I was concerned that the lock might not work at all, I left the backdoor unlocked so I had a guaranteed way to enter my house.  Not very safe or secure, but I didn't know what else to do.

I've contacted Simplisafe and they are sending me a new SmartLock, but I still have my concerns.  This problem didn't start until after I had the lock for a few weeks and I am over 30 days into my 60 day return window.  

Even a bigger concern is how this could ever happen.  There should be no reason for the lock to ever malfunction manually.  A key should work 100% of the time.  The thought of my family being trapped inside or outside of my house is not something I even want to think about.

9 Messages

11 months ago

Was this every resolved? Having same issue. Can’t unlock manually from outside

Community Admin

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4.8K Messages

This issue is caused by an error in calibration (i.e. locked and unlocked positions that your Smart Lock remembers are no longer correct). As a result, the Smart Lock keeps trying to turn tighter. It might help to perform a re-calibration, by going through the Device Settings > Smart Lock section of your Keypad Menu.

 

The latest Smart Lock firmware update also includes optimizations that address this issue. So if you haven't already, we strongly suggest updating. If there's an available update for your Smart Lock, it should show up in the SimpliSafe app Overview tab.

1 Message

I just installed a brand new lock. And I am having the problem. I can lock and unlock the deadbolt manually and also  with the app. But if I lock the door with the app I cannot unlock the door manually. 

I have recalibrated the lock. Did not fix the problem. 

any suggestions?

Community Admin

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4.8K Messages

@Jblattner​ it sounds like your Smart Lock is still jamming. I do know that there's an upcoming firmware update that has further improvements on this issue. Hopefully we'll get that out to you soon!

2 Messages

Same thing is happening to me.  I tried to unlock my front door using manually FROM THE INSIDE and it wouldn't let me out. 

If there was a fire or an emergency, I couldn't even get out of my whole house.. this is horrible.  I was really looking forward to these door locks, but this is incredibly unsafe and now I'm reevaluating my purchases. 

Community Admin

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4.8K Messages

So sorry to hear about your experience. We definitely want to do what we can to prevent this from happening again.

Have you already attempted the Re-Calibrate option in the Keypad Menu? As I previously mentioned, the issue can be caused by the Smart Lock not having the correct position for a full 'lock', so it keeps trying to lock further.

Also, if you check the SimpliSafe app, and if you see an update available for your Smart Lock on the Overview page, I would strongly suggest that you install that update ASAP.

2 Messages

9 months ago

Has anyone permanently resolved this issue by resetting or recalibrating? 

I purchased the lock yesterday 1/16/23 and immediately had the same issue (when the door is locked with the outdoor keypad or the app the door cannot be manually unlocked with a key from the outside or manually from the inside).  As noted, this is a HUGE safety issue.  If no one has had success that lasts, I'll be returning my product. 

1 Message

9 months ago

@davey_d​ 

I just set up my new lock today and have the latest update and this is happening to me. If I lock the door with the pin pad/app/keypad I am unable to unlock it at alll manually. This is a brand new system and I had support walk me through the calibration and update.

This comment was created from this reply

Community Admin

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1.3K Messages

Hi @orendorffe36​, 

I would recommend you try factory resetting your Smart Lock. You can do that by opening the battery panel and holding the pairing button inside for 16 seconds. When you release, it should disengage from the Base Station, and you can add it back through the Keypad.

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