Troubleshooting Smart Lock Calibration
troubleshoot an issue
Updated
, by simplisafe_admin
If the Smart Lock fails to recalibrate when using the SimpliSafe® Mobile App or Keypad, there are a few possible causes. The placement of your Base Station may not be ideal, the Smart Lock’s battery could be low, or the Smart Lock may not be installed properly.
We recommend taking each of the following troubleshooting steps below to successfully calibrate your Smart Lock.
As a first step, you’ll want to check your Smart Lock’s battery levels.
You can check this in the SimpliSafe® Mobile App by doing the following:
Open the SimpliSafe® Mobile App on your smartphone or tablet
Select My System
Choose Device Settings, and then scroll down to your Smart Lock
The battery usage icon to the right of the Smart Lock will indicate if its batteries are low
If the Smart Lock’s batteries are low, replace the batteries in the lock and then attempt to calibrate it again.
To Replace the Smart Lock's Batteries
Remove the battery cover from the front of the device
If you have the original Smart Lock, you will need to slide the battery cover up and off the device
If you have the Smart Lock Series 2, you will need to slide the battery cover off to the right
Remove the batteries from the Smart Lock and then replace them with 4 new Duracell AA Alkaline batteries
Slide the battery cover back on the Smart Lock
If the Smart Lock fails to calibrate after replacing the batteries in the device, please move to the next step.
Next, you will want to check for any available firmware updates for your Base Station. You’ll know that an update is available when you see a gear icon on the Keypad, or if you receive a notification within the SimpliSafe® Mobile App. You can also manually check for updates within the SimpliSafe® Mobile App and Keypad by taking the following steps.
SimpliSafe® Mobile App
Open the SimpliSafe® Mobile App on your smartphone or tablet
Choose My System
Select Base Station Settings
Next to Firmware, it will say “Update Available” if applicable
Tap on “Update Available” and then follow the in-app prompts to start the update process
Keypad
Press Menu and enter your Master PIN
Select System Settings, and then Check for Updates
Your Keypad will either say: “Updates are available,” or, “Your system is checking for an update,” followed by “Downloading”
If your Keypad says “Updates are available,” press the right side of the Keypad’s screen. The next screen will say “System Update Available.” Select “Install Now” to install the firmware update.
If your Keypad says “Downloading,” please complete the following steps after the download is complete:
Press Menu and enter your Master PIN
Select System Settings, and then Check for Updates
Your Keypad’s screen will say “Updates are available.” Follow the prompt on the Keypad to install the firmware update
Once the update is complete, try calibrating your Smart Lock again before proceeding to the next step.
If your Smart Lock has functioning batteries and your SimpliSafe® system is up to date, you’ll want to remove the Smart Lock from your system and then reinstall it next.
To Remove the Smart Lock From Your System
Open the SimpliSafe® Mobile App on your smartphone or tablet
Select My System and then Device Settings
Choose your Smart Lock from the list of devices
Scroll down to the bottom of the page and tap “X Remove Device”
Once you have successfully removed the Smart Lock from your system, you can add it back.
To Reinstall the Smart Lock
Open the SimpliSafe® Mobile App on your smartphone or tablet
Navigate to the Overview page and select the three-bar menu in the upper left corner
Select Add Device or Camera, and then Smart Lock
Follow the in-app instructions to add the Smart Lock to your system
After reinstalling your Smart Lock, try to calibrate it again. If the calibration fails, proceed to the next step.
If removing and reinstalling the Smart Lock does not resolve its calibration error, you will want to temporarily move the Base Station next to the Smart Lock and then reset the Smart Lock. Doing so reduces any potential interference between the Base Station and Smart Lock, and ensures that the Smart Lock and Base Station are paired properly.
Move the Base Station
First, unplug the Base Station and move it next to the Smart Lock
Once you have moved the Base Station, plug it back in
Reset the Smart Lock
After moving the Base Station, you will want to reset the Smart Lock.
Step 1: Unpair the Smart Lock
First, you will want to remove the Smart Lock from your system. To do this:
Open the SimpliSafe® Mobile App on your smartphone or tablet
Select My System and then Device Settings
Choose your Smart Lock from the list of devices
Scroll down to the bottom of the page and tap “X Remove Device”
Step 2: Power Cycle the Smart Lock
Slide the battery cover off the front of the Smart Lock
If you have the original Smart Lock, you will need to slide the battery cover up and off the device
If you have the Smart Lock Series 2, you will need to slide the battery cover off to the right
Remove one battery from the Smart Lock and leave it out for 30 seconds
After 30 seconds have passed, place the battery back in the Smart Lock but do not put the battery cover back on the device
Step 3: Factory Reset the Smart Lock
Press and hold the pairing button above the Smart Lock’s batteries for 20 seconds
Once all three lights on the Smart Lock flash at the same time, that indicates that the Smart Lock has been reset successfully
If no lights appear, make sure that all 4 batteries in the Smart Lock are properly seated. If they are, replace the batteries with 4 new Duracell AA batteries
After the Smart Lock has been reset, you can slide the battery cover back on
Step 4: Reinstall the Smart Lock
After resetting the Smart Lock, you can add it back to your system. To do this:
Open the SimpliSafe® Mobile App on your smartphone or tablet
Navigate to the Overview page and select the three-bar menu in the upper left corner
Select Add Device or Camera, and then Smart Lock
Follow the in-app instructions to add the Smart Lock to your system
Try Recalibrating Again
After the Base Station has been moved and the Smart Lock has been reset, try calibrating the Smart Lock again. If the calibration is successful, you can move the Base Station back to its original location; but if the calibration is not successful, leave the Base Station next to the Smart Lock while continuing with the troubleshooting steps below.
It’s possible that the Smart Lock’s mounting plate was bent during installation. We recommend temporarily removing the Smart Lock from the door and try calibrating it while it’s sitting on a table.
To Remove Your Smart Lock
Use the included release tool to slide out the wing latches on both sides of the device
If you do not have the release tool, a small object like a SIM card removal tool or a small, flathead screwdriver may also work
Pull the Smart Lock off the door
With the Smart Lock in hand, turn it to a locked position and place it on a table
Attempt to calibrate the Smart Lock again
If your Smart Lock calibrates while on a table, that indicates that the mounting plate on your door may be screwed in too tightly. In this case, use a phillips head screwdriver to loosen the screws on the plate. The screws should be snug enough that the mounting plate can’t move, but also not too tight.
After adjusting the screws on the mounting plate, place the Smart Lock back on it and attempt to calibrate it again.
If your Smart Lock calibrated when it was off the door, but after placing it back on the door it fails to calibrate again, that could indicate an issue with the door itself. To identify the issue, calibrate the Smart Lock again with the door open.
If the Smart Lock does calibrate when the door is open, that likely indicates an issue where the door frame or deadbolt does not align with the strikeplate properly. Try moving the strikeplate on your doorframe so it is aligned.
If the Smart Lock does not calibrate when the door is open, it could be due to a few things. Either:
The mounting plate may be bent
The deadbolt is not moving smoothly
The tailpiece adapter is not on correctly, or the wrong adapter is in use
To investigate the mounting plate, remove the Smart Lock from your door and slightly loosen the screws securing the mounting plate in place to ensure it is not bending.
To investigate the deadbolt, clean it using a small brush or compressed air to remove any build-up or debris.
To investigate the tailpiece, place your lock in the unlocked position and remove the Smart Lock from your door. The Smart Lock comes with 4 different tailpiece adapters; you should use the one that comfortably fits on your door’s existing tailpiece while in the unlocked position. Place the tailpiece so its notch is facing up and toward the hinges of your door.
After taking the steps above, close your door and try to calibrate your Smart Lock again. If the calibration fails, reach out to our Support team for further assistance.
If your Smart Lock does not calibrate when placed on a table, please reach out to our Support team for further assistance.