smart lock updates

I may have sorted this out.  The problem only happened to me after the software update.  Removed the lock from the door and saw that the key side had no issues.   I then removed the 4 small Philips crews from the back of the lock and while I could not completely remove the back I was able to open it enough to see the gears and what amounts to a clutch.  Up to that point I could not manually turn the lock.  Using the application no issue.  I then stuck a small jewlers screw driver in and tried to rotate the lock cam.  Something clicked loose and the locked turned freely.   Put it all back to together and all was well for about 4 actuations and then it was stuck again.

So now my adrenaline levels were in play and I found I could turn the lock and as I did I could hear I was also rotating the motor.  This is a hight torque motor to be sure.  What was clear is the clutch was not releasing and holding the lock against the motor.  Forcing the rotation to the locked position the clutch would release until it was operated by the motor again.

My conclusion to this point is that the software update is placing the motor and clutch into a position that does not release and holds pressure on the gears and thus the lock.  My guess is that a software update may be in order to get the motor/clutch to release.

I had the exact same issue yesterday (I have android phone) and worked forever on trying to reset the lock but it only cycles through the 3 LEDs... I called support and they ran me through trying to reset it and looking into it they said that the update is messing up locks and that the engineers are working on a fix and to look for one by the afternoon today

Good Afternoon,

My Simplisafe smart lock jams and I have to turn it to locked and then unlocked to open from inside the house, any ideas?

Thanks.

Since the update to the door lock I am having the same issue. When unlocking the door with pin pad or app and go inside, you can't lock it manually easily. It is like the gears are grinding when you lock it manually and yiu have to force it. After that it unlocks and locks manually easily. You can lock and unlock easily using the app. It only occurs when you unlock using the keypad or app. I did not have this problem before the door lock update and I had my lock for over a year. 

Have you guys head any updates on the patch? My lock got bricked today too

Hi all, 

Thanks for reporting. Our engineers are actively investigating and we hope to get an answer for you ASAP.

I have an update for me at least.. Simplisafe tech support called me a little bit ago to go over the problem, what's happening now since the lock will no longer communicate with anything or reset correctly (and only cycles through the 3 LEDs), they're going to send me a new lock and have me send back mine so they can take it apart and see what exactly went wrong.

@davey_d  Sorry for the delayed response.  Yes I mean for the smart lock.  And it does not show the version of the software for the lock so it is what ever was pushed last.  

I called support and they had me unpair the lock from the system then re-add the lock to the system and then calibrate it.  That has seemed to fix the problem.   Although I hope I do not have to do that for future upgrades of lock firmware.

 Likewise, I was instructed to update the Smart  Lock software by taking the system keypad to the door that has the lock on it and proceeding. It must have taken 2 dozen attempts to get the door lock to update the software. However, eventually it was successful. After that point, we have had the same issue, viz., if we lock the door using the app or the keypad on the outside of the lock, it is extremely difficult or impossible to unlock it manually (by hand or with the key outside). Extremely frustrating and annoying. At this point, if it can't be fixed, I would rather remove the lock than deal with this flaw.

I have the same problem and I have done all updates of base station, smart lock & general - same problem.

it didn’t happen while on the phone with Simplisafe Tech Victor today but after I hung up with him, voila!  It jams!

anything that can be done would be greatly appreciated.

thanks!

Performed lock update yesterday and now it is VERY hard to turn lock to open from inside house. Called support and they said NO ONE HAS REPORTED ISSUES. PLEASE FIX!!!!!!!!!!!!!!

My locks have also jammed since day 1.  Recalibrate and it's good for a day or 2.  I have been trying to perform the lock update on both locks about a dozen times.  1 lock finally updated after we uninstalled it and reinstalled but the other lock no such luck.  I would think the locks jamming would be a huge safety liability if there were an emergency situation and me or my family could not get out of the home due to a jammed lock!  I cannot believe this is not more of a priority for SimpliSafe.

Having same issues here. Very frustrating.

me too