Captain
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6K Messages
Doorlock phantom notifications locking and unlocking
As we are getting a bit closer to Halloween, it was with half smile that I called SS support for the 2nd time in about two weeks to troubleshoot phantom push notices (9 in rapid succession this afternoon) alerting me that my front lock was being open and closed by hand. Only issue (as was the case two weeks ago) no one was near the front door, let alone locking it and unlocking it multiple times. I advised the very nice and knowlegeable agent that only my wife and I were in the house when this happened. I was the only one home when it happened once yesterday and two weeks ago. The first time I called I locked it and unlocked it remotely for the agent but stopped short of "recalibrating it". Today I was determined to be "all in" and do whatever troubleshooting test to solve the mystery. After 45 minutes I am left with an inoperative, unconnected lock and a replacement that I will have in "6-7 days". Please know I normally would have been firm on 2 day shipping but given certain schedule requirements I won't be able to get to it until next week anyway.
The agent said she, and the support sepcialist she was chatting with, knew why the lock was sending phantom notifications and why it had now totally failed.
Has anyone else received phantom notifications like this? If so, ever resolved? Thanks!
Official Response
davey_d
Community Admin
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5.6K Messages
2 years ago
Hi Captain,
The issue you describe does sound very close to an issue that our engineers are currently working on. I've let them know about your case.
I also double-checked on that replacement order just to make sure that it was on the way. We should be getting it out of the warehouse soon.
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matt_bc969c
1 Message
2 years ago
I'll chime in and say that I'm having the exact same issue. It is very random when it happens, but it does a series of locking and unlocking for an hour and happens at an interval of 5 minutes exactly. This started after I recently adjusted and re-calibrated my lock because I was having issues with it not opening the lock fully/sounding like it was engaging, then doing nothing.
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