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R
ryan970

1 Message

Saturday, September 26th, 2020 5:06 PM

Lock stuck locked

My lock is often stuck in the locked position. Have to turn slightly left with force and then right and it'll then open normally.

How do I fix this? Only happens with manual unlocking from inside. Works fine through automated locking and unlocking.

Cheers!

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Updated 

8 months ago

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ethangreen

1 Message

4 years ago

Same issue here. Manually unlocking and locking the door requires to turn the opposite direction first.  Started happening recently on both of my door locks. One lock is less than two months old. Tried recalibration but still happening. I think it happened after the last firmware update.

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dcloukota

2 Messages

4 years ago

Same here. Same symptoms. It sticks about one in five times I use the manual handle  AFTER the motor mode. I believe it's mechanical and the motor paw or whatever isn't releasing from the motor mode to manual (opening or closing). You can flip the manual lock all day without it sticking. I'll try a new set of batteries when I get some. Might be a motor voltage vs torque.
Other than that I haven't had any problems with SimpliSafe in three years. Very reliable.

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peterprizio

1 Message

3 years ago

Same exact problem here. Not every time but it sticks and although its ok from the inside if people try to use the key from the outside they can't get it open.

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simplisafe_admin

Community Admin

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535 Messages

3 years ago

Hi @peterprizio,

We're sorry to hear that you've been having problems with the SimpliSafe Smart Lock sticking occasionally. We'll make sure to have one of our Specialists reach out to you to see what we can do to help.

SimpliSafe Social Team
SimpliSafe Home Security

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tpusmn

1 Message

3 years ago

I'm still getting lock jammed. try with different blue, green template but no lock and still jammed.
I will return it now.

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adam23dw6

2 Messages

3 years ago

Any update here on how to resolve? Is a new lock needed

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kevin_1140

1 Message

3 years ago

Same issue... Lock sticks when manually unlocking.  Tried tightening the lock and recalibrating. Didn't really help

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simplisafe_admin

Community Admin

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535 Messages

3 years ago

Hi all,

For those of you who are experiencing any issues with the Smart Lock getting stuck, we strongly encourage calling our Support Team. Doing so will allow us to thoroughly troubleshoot any issues that you may be having while replacing any faulty equipment if neccessary. Our Support Team can be reached by phone at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security

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caljax_99

9 Messages

@simplisafe_admin​ Did that. Waste of time.

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1 year ago

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nevinz

2 Messages

3 years ago

Having the same issue on locking.   Works if I use the app,   not manually even if the door is open can't turn it.    Second time in a year.  They replaced it once,  was good for 6 months same issue.   Called support.   wanted to recalibrate, same process as last time,  no new solution

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davey_d

Community Admin

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5.6K Messages

Thanks for reporting. I'll forward this to our engineering team. In the meantime, we should replace your Smart Lock again. Give us a call at 800-548-9508 and we'll take care of it.

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3 years ago

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Moshimochi

1 Message

I would like to hear an honest answer as to when engineering is going to redesign this obviously defective lock?

i have THREE locks and they all have this problem. It is nothing to do with calibration. The lock design itself is flawed and no amount of replacements will fix it. 

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2 years ago

rhythm1

7 Messages

I've had this problem for well over a year. I replaced the lock once and still have the issue. The clutch mechanism is not releasing. My wife was locked out because the lock was jammed and her key wouldn't work.

I agree with Moshimochi that this is a design issue, and a redesign and replacement is needed.

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2 years ago

davey_d

Community Admin

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5.6K Messages

Hi crownmountain,

 

In definitely want to take this back to our dev team. I should ask - you mention that this started happening after a firmware update. Do you mean for your Smart Lock? What version are you on now?

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2 years ago

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drtomjohn

1 Message

I replaced batteries when it started jamming after ONLY 3 weeks of being installed and it worked fine, now two weeks later is is just beginning to act up again.  I’m suspicious that when motor drains batteries to a certain point mechanism begins to act up! 😥😥😥. So much for 8 - 12 month battery life!

This reply has been converted into a comment

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2 years ago

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drtomjohn

1 Message

2 years ago

I replaced batteries when it started jamming after ONLY 3 weeks of being installed and it worked fine, now two weeks later is is just beginning to act up again.  I’m suspicious that when motor drains batteries to a certain point mechanism begins to act up! 😥😥😥. So much for 8 - 12 month battery life!

This comment was created from this reply

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davey_d

Community Admin

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5.6K Messages

@drtomjohn​ It makes sense that when the unit is low on battery, it would start to be less effective at turning the deadbolt. But now we'll want to troubleshoot why it's draining so fast.

One of the more common culprits is signal interference - the signal is having a hard time getting through, so the unit has to work harder to maintain it. We'd want to troubleshoot both physical obstructions, and other wireless signals that could be competing for the same airspace.

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2 years ago

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caljax_99

9 Messages

@davey_d​ 

That's not it and you know it.

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1 year ago

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caljax_99

9 Messages

@drtomjohn​ My lock is three days old. Still jams. Cheap locks?

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1 year ago

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thebonofamily

1 Message

1 year ago

It seem like this only happens when you use the auto lock feature.   The motor holds the lock in place not allowing you to open the door unless first you force it ,close it and open it again.   If you do not use the auto lock it works as it should.   Seems like a firmware or design flaw.    I wish that would really look in to this with more effort.   As it can be a dangerous situation is a child needs to out of house In the event of an emergency.     I have had grow visiting adults stuck in our garage… that can’t figure out how open the lock.    Not good advertisement for simplinotsosafe.com

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davey_d

Community Admin

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5.6K Messages

@thebonofamily​ we understand and share the concern. That's why our engineers are still actively working on this issue. In the meantime, there are two things that we suggest that you try:

Re-calibrate your Smart Lock to reconfigure the correct locked and unlocked positions. You can access that option on the Keypad Menu > Devices > [your Smart Lock].

If that doesn't help, then we should replace that Smart Lock. Our Support team can help.

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1 year ago

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caljax_99

9 Messages

@davey_d​ That does not work. Everyone on here has tried that.

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1 year ago

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caljax_99

9 Messages

1 year ago

It cannot be fixed. I am on my third lock and my system has only been up for 4 1/2 months. The troubleshooting guide is no use. The folks who answer the phone can only advise you to try the troubleshooting advice which is useless. Manufacturers default appears to be the main cauee.

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emily_s

Community Admin

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3.1K Messages

Hi @caljax_99​, 

I'm so sorry to hear that this issue keeps persisting for you! I've escalated your case to our Support team, one of our specialists will reach out to you soon to help.

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1 year ago

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rmhughes0711

8 Messages

8 months ago

I have the same issue.  Lock is less than a month old.  Has there been a resolution, yet?

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emily_s

Community Admin

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3.1K Messages

@rmhughes0711​ If you haven't already, I would recommend recalibrating your Smart Lock with the Keypad by navigating to Menu > Devices > [your Smart Lock] > Recalibrate. 

I have also forwarded your case to our engineers to look into further. Someone will reach out to you soon, so keep an ear out for their call!

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8 months ago

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