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Captain

Captain

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5.9K Messages

Thursday, September 29th, 2022 10:05 PM

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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 Solution

Community Admin

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5.5K 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.

1 Message

@davey_d​ I’m having this problem with multiple phantom lock/unlock notifications. It started after the recent software update, but that could be coincidental. Did the engineers find a resolution or is unit replacement the only option?

Community Admin

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5.5K Messages

Hi @drewlennie ,

 

This issue is still under investigation. It sounds like an issue with calibration, so Re-Calibrating from the Keypad Menu might help (under Menu > Devices > [Your Smart Lock]).

But if it still happens, I suggest contacting our Support team and we can get you a replacement unit.

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.

Captain

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5.9K Messages

@matt_bc969c​ I replaced the lock with a new replacement about a week ago and no issues since then.

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