‎Door lock won't open by hand | SimpliSafe Support Home
 
larrhurd's profile

Sunday, October 23rd, 2022 11:34 PM

Door lock won't open by hand

I have a SimpliSafe door lock that at times locks up when trying to open by hand from the inside. If you use the app to unlock it works flawlessly. Thats not really a good thing if you need to leave your home in a hurry, let's say like a fire in your home. calibrated it several times and it still does it. Anyone else had this problem?

Accepted Solution

Captain

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5.9K Messages

2 years ago

@larrhurd Suggest removing the entire device from your system and then install again.  If it still doesn't unlock by hand I suggest calling support, walk through the troubleshooting and, if necessary, they should ship you a replacement under warranty.

(edited)

Community Admin

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5.5K Messages

@captain11​ I would just a couple more item to that list:

  • Make sure that your Smart Lock is updated to the latest firmware, which you can check from the Overview screen of the SimpliSafe app. If you see a Firmware Update box, tap it to get started (you'll need to be at the location, with your phone close to the Smart Lock, to to this)
  • Try Re-Calibrating the lock through the Keypad Menu > Devices > [Your Smart Lock]. This will tell the unit to re-learn the correct locked/unlocked positions for your door.

2 years ago

This happens to mine and I just installed it. If it’s locked via keypad/app it can only be unlocked that way, but when locked by hand, I can unlock it by hand. But for some reason when I entered the code to get inside it wasn’t working so I went to the app and it said “cant connect to smart lock” and wouldn’t let me unlock via app either. When I tried with my key it was so difficult to turn I couldn’t get it unlocked since it was locked via keypad when I left. Had to call someone so I could get inside my own house. Very annoyed 

Captain

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5.9K Messages

@cassieebbrooks​ Sounds like a sync issue.  I would remove the lock from the system and then reinstall it to the system. Synching is part of the installation process and I know another customer that this step took care of the same issue for them.

(edited)

9 months ago

This is happening to our lock as well.

Community Admin

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5.5K Messages

@sanderbuitelaar​ have you already tried re-calibrating your lock? You can do so from the Keypad, under Menu > Devices > [Your Smart Lock].

1 Message

8 months ago

They must have done a software update or something that’s making things wonky. I’ve noticed the lock will only unlock by hand if it was locked by hand. If it auto locks it can not be unlocked manually and only through the app. I’ve recalibrated and I’ve had an hardware replacement and the same issue occurs. I’ve found the fix is to stop the lock from automatically locking while the alarm is tuned off. When I use home mode or away mode the system arms and the door lock’s automatically. Once the system is turned off through either the keypad or the pin pad then the lock will unlock (you have to do this to not sound the alarm anyway) So for now, I will manually lock my door while home and the system is off and just use the lock for when the system is armed. But simply safe needs to fix this issue. For anyone having this issue and wanting to prevent being locked into your own home,  go into the app and select unlock in off mode and under auto-lock click un-enable. 

Community Admin

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2.9K Messages

@amie2814​ If you cannot manually unlock your Smart Lock after it auto-locks, it may be due to the strike plate on your door. I would try adjusting the strike plate to ensure that the deadbolt passes through it without hitting the side.

1 Message

I'm having the same issue. I've had Simplisafe replace the lock 4 times, and it happens every time. Before writing this, I just installed the 4th lock they sent me. And once again, when it unlocks itself, it jams up and I have to really force it hard to turn the lock. It's not the striker or the door. The same thing happens when the lock isn't even attached to the door. This is so frustrating. Simplisafe tech supports claims to have never heard of this condition. Yet, I can find numerous postings online describing the problem and they all reported it to Simplisafe. 

Update: I figured it out and solved the problem. I realized this only happens on one of my four doors that have Simplisafe locks installed. Three doors that work flawlessly open from the right. The one that keeps jamming or freezing up opens from the left. I tried switching locks around and the problem persisted. I didn't think the issue was with the door, so I took the lock off the door and placed it on the table. I recalibrate the lock for a right opening door and the problem went away. It no longer jammed up. I then recalibrated it again while still on the table for a left opening door. And magically the lock didn't jam or freeze. I reattached the lock to the door and the problem is gone. It now works as it should. 

(edited)

2 Messages

5 months ago

I am having the same issue..Simply Safe needs to find a solution to this! Simply unsafe!! Just had a long chat and they wanted me to recalibrate. It appears to be a mechanical issue! 

2 Messages

5 months ago

I have been having this very same issue. Long chat  with SS and they wanted me to recalibrate for something that appears to be a mechanical issue! Simply UNsafe!!

Community Admin

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2.9K Messages

@dbart351​ Re-calibrating the Smart Lock is a good first troubleshooting step, as over time the Smart Lock can mis-calibrate, especially if your door shifts due to very cold or warm temperatures. Performing a recalibration ensures that the Smart Lock remembers the correct locked/unlocked positions and that it will no longer freeze up.

But if a re-calibration doesn't help, we would then want to replace that Smart Lock. Our Support team can help with that.

2 Messages

5 months ago

I am having the same issue and support told me it's the door lock. If the smart lock of not enabled the lock works fine, if I lock the door from the keypad, I cannot unlock it using the door key. so it's a smart lock issue for sure. 

2 Messages

plus I have video of it but could not upload it 

Community Admin

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5.5K Messages

@ewass1300​ apologies for the miscommunication. Sounds like your Smart Lock needs to be recalibrated, so it no longer keeps itself engaged. You can read the instructions for how to do that here.

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