3 Messages
Smartlock autolock issues after latest update
It seems after the latest update for the door lock the lock jams after autolocking. You have to fight the door lock, when unlocking manually, to get it back into the 'open' position. Not sure if it has something to do with the update or having to calibrate it after, but it worked fine before the update.
Has anyone else experienced this? Do I need to reset it to default?
davey_d
Community Admin
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5.6K Messages
2 years ago
Hi morpheous_s,
I will report this to our engineers. Could you let me know the exact version number your Smart Lock's firmware is on? You can find that info on your Keypad, under Menu > System Settings > Diagnostics.
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morpheous_s
3 Messages
2 years ago
I checked and there was nothing for the smart lock in the Diagnostics.
The Keypad is v 2.5.0
The Base Station is v 2.5.2
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morpheous_s
3 Messages
2 years ago
A bit of follow-up. It seems if the lock auto locks, is locked/unlocked by the keypad, or is locked/unlocked using the app then it sticks in the position it's put in. So if the app unlocks it then it sticks in the open position, you having to fight the mechanism to lock it and if the app locks it then it sticks in the locked position, you having to fight the mechanism to unlock it.
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davey_d
Community Admin
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5.6K Messages
2 years ago
Apologies, I was incorrect. There's currently no frontend way for you to check your Smart Lock's firmware. But it does sound like from your symptoms, you're somehow experiencing the issue that the latest firmware is meant to partially address!
For now, I would suggest resetting the Smart Lock by pressing the Reset Button (the one above the batteries) for sixteen seconds. Once you release, it should reboot, and you can set it up again through the app or your Keypad.
If that doesn't help, we might need to send a replacement. Our Support team at 800-548-9508 can help with that!
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allergydoc57
8 Messages
2 years ago
Our lock has jammed twice since receiving it a couple of months ago, early on, just after installation. None since, thankfully.
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theroutsaz
1 Message
2 years ago
Our lock stopped working after upgrade!! Contacted Simplisafe engineer and they confirmed problem. Was told replacement would be sent overnight! Supplied return lable for old lock, 3 days later told no locks in stock now I'm stuck with no lock! Found Bestbuy has in stock requested Simplisafe refund me cost "THEIR RESPONSE CANT DO THAT" NOW STUCK WITH NO LOCK FOR MONTH..... TERRIBLE CUSTOMER SERVICE!!!
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