‎Smart Lock will not Manually Lock | SimpliSafe Support Home
 
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Tuesday, July 13th, 2021 9:09 PM

Smart Lock will not Manually Lock

If I use the pin pad or phone app to unlock the door, it will NOT allow me to manually lock the door once I am inside.   The smart lock knob will not move.  I can however use the phone app to lock the door.  Issue started about a month after installation.  

If I manually unlock the door (from inside) I can freely move the smart lock knob from locked to unlocked.

Any suggestions?  Thanks in advance.

3 Messages

3 years ago

We are having the same frustrating problem. From other threads it looks like there is not a fix other than trying a new lock, and SimpliSafe hasn't acknowledged the problem.

3 Messages

I’m also having this issue. It suddenly started after I completely reset the smart lock - had had the lock for years without this issue.

Community Admin

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10 Points

@rkt ​ Have you tried recalibrating your Smart Lock? This can be done using the Keypad by going to Menu > Devices > [your Smart Lock]

But if a recalibration doesn't help, I would then recommend reaching out to our Support team for further assistance. 

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50 Points

3 years ago

Hello Tim_in_NC and cooper.wright,

Thanks for checking in about this. I've forwarded your info to our tech team, and an agent will be reaching out to both of you so they can take a closer look at what you've been experiencing.

(edited)

4 Messages

3 years ago

I am having the same problem in two new Simplisafe Smart Locks. I purchased them a couple of months ago from two different places. Both exhibit exactly the same jammed for manual usage behavior described here and it is very concerning. Both locks function perfectly from the keypad or app, so there is no mechanical blockage issue, the bolt is smooth as can be.

I opened this topic about it:
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/deadbolt-jammed-for-manual-us

1 Message

2 years ago

I started to have the same problem with my lock. Has there been any solutions!

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50 Points

There are a couple of things I would suggest that you try. First, reset the Smart Lock, in case it's a problem with the firmware.

You can do that by opening the battery compartment, and holding the button in there for 16 seconds. When you release, the Smart Lock should reboot and be disconnected from your system, and you can set it up again through the SimpliSafe app.

 

If resetting doesn't work, then you should give our Support team a call at 800-548-9508. We'll want to replace the unit entirely for you (free of charge, of course!).

4 Messages

2 years ago

Count me as another victim of having the manual locking capability disappear 1 day after the Amazon return date; unit feels jammed after preforming a recalibration, cannot lock either with key or inside toggle.    Simplisafe Customer Service by phone refused to provide any help as I had purchased it through Amazon.  Interestingly, the Amazon seller name is Simplisafe Inc with the same address listed on the company's website.  I currently have a warranty request through Amazon, prefer for them to refund/return.   From this thread and other complaint sources, this is not an uncommon problem, seems like a design defect.

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50 Points

@dchtravel38​ we sincerely apologize your experience. While we're not able to process returns for products purchased from our retail partners, they are still covered under Warranty.

I see that you might already have a replacement request in with Amazon, but we can definitely get it done through our end as well. Give us a call again at 800-548-9508 and we'll take care of you.

4 Messages

@davey_d​ Tried calling the number you gave me and the rep at customer service was no help at all, wanted piles of information that seemed irrelevant to my problem  Base Station number?  As I have a monitoring account, they should have all that information, especially after I gave them my code word.     I gave up, will ask Amazon for return and refund, do not want replacement.  My house key is much more reliable.

4 Messages

ps - the rep would transfer my call to you despite my asking twice.  You have a real problem in customer service..

4 Messages

pps - I meant the rep would NOT transfer me.  

2 Messages

Same problem here!

2 Messages

2 years ago

Same issue!

Community Admin

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50 Points

@tpd42328​ sorry to hear you're having trouble with your Smart Lock. Have you already tried the steps I mention above? Namely, Re-Calibrating the Smart Lock, or performing a hard reset.

If those don't work, we might want to replace the Smart Lock entirely. Give our Support a call at 800-548-9508 and we can help.

1 Message

1 year ago

Same issue here. It was intermittent at first, then it happened almost every night.  I called support to troubleshoot and ended up replacing the unit last month.  Just last night the new unit started the same problem.  I had to force it locked. I could feel and hear the motor engaged providing the resistance to me locking it.  This does seem like a design problem with the lock motor.  And I should not have to do the reset process every month if that is what you are about to suggest again.

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@brianblank​ We would suggest a reset if we suspected a firmware issue. But what happens if you attempt to recalibrate your Smart Lock? It might just need to reconfigure the correct positions for locked and unlocked.

2 Messages

I have the same problem. I can’t manually turn the lock unless I have used the key to gain entry. I called customer service & they walked me through the steps you suggested & still doesn’t work.  
Customer Service rep admitted that was an ongoing problem & would add me to the list. I never heard back from Simplisafe. 
I want to get this fixed

This reply has been converted into a comment

2 Messages

1 year ago

I have the same problem. I can’t manually turn the lock unless I have used the key to gain entry. I called customer service & they walked me through the steps you suggested & still doesn’t work.  
Customer Service rep admitted that was an ongoing problem & would add me to the list. I never heard back from Simplisafe. 
I want to get this fixed

This comment was created from this reply

Community Admin

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50 Points

@klmacvane​ when was the last time that you updated your Smart Lock's firmware? It's the process that goes through the SimpliSafe app (you'll see if there's an available update through the Overview page).

Part of that update is targeted towards resolving the symptoms you describe.

1 year ago

I had the same problem after I updated firmware.  But I fixed the problem by deleting the lock, then reinstalling it!

2 Messages

1 year ago

I have the same issue.  What is going on?

Community Admin

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@Mengel59​ it's possible that the Smart Lock has miscalibrated, which can happen over time, especially as your door shifts. You can try Re-Calibrating from your Keypad by going to Menu > Devices > [Your Smart Lock].

4 Messages

1 year ago

This is an ongoing issue that SimpliSafe will not address, and I had to fight with him to get a replacement. One rep tried to convince me that this was normal operation. However, my other door works properly. I am about to switch everything out to Ubiquiti solutions. More money but the quality is better. The service is better And it doesn’t waste my time with every troubleshooting issue.  

2 Messages

1 year ago

I did recalibrate my lock like Davey recommended above and that did fix the issue.

4 Messages

1 year ago

Same here. Mine worked fine before a software update for the lock specifically. This was after I changed the base station out. After the update and a new base station it cannot be locked manually after unlocking with the pin. 

btw. If you ever change the base station out you have to re-setup your entire system and settings. Nothing is saved by SS including custom pins.  Cameras keep their settings but all the sensors do not. 

4 Messages

1 year ago

It’s something with the firmware. If you turn it really hard and fight the motor you can close it. It’s like the motor is not disengaging after it finishes unlocking. This should be a firmware fix but SS must not have it as a high priority. 

1 Message

1 year ago

I've got the same problem with my brand new locks. 

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10 Points

@billgr​,

I recommend re-calibrating your Smart Lock through your Keypad by going to Menu > Devices > [your Smart Lock].

The problem might be your Smart Lock remembering incorrect locked and unlocked positions and re-calibrating will resolve that.   

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