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Troubleshoot Door Lock Issues

Experiencing some issues with your Smart Door Lock? Read on to find the solution.

My Touchpad says “Having difficulty communicating with Door Lock”

Run through the following steps to isolate the cause and resolve the issue.

For Weiser Door Locks:

  1. If the Touchpad has recently been moved from the spot where it was installed, return it to its original location.
  2. Make sure the batteries are working by pressing the lock button on the Door Lock’s keypad.
    • If the batteries are fine, the keypad will light up.
    • If the keypad doesn’t light up, open the battery pack and replace the batteries with fresh Alkaline ones.
  1. Test the lock and unlock functionality of the Door Lock’s keypad.
    • Make sure the Touchpad updates with the correct status of the Door Lock.
    • If it doesn’t work, check that the lock was installed properly. In this case, the lock will require servicing.
  1. Reboot the Touchpad through the Smart Home Monitoring app.
  2. Try pairing and unpairing the Door Lock to the Touchpad.

Still seeing the error message on your Touchpad? Contact us for assistance.

For Yale Door Locks:

  1. If the Touchpad has recently been moved from the spot where it was installed, return it to its original location.
  2. Make sure the batteries are working by tapping the Door Lock’s touch screen.
    • If the batteries are fine, the touch screen will turn on normally.
    • If the keypad doesn’t light up, open the battery pack and replace the batteries with fresh Alkaline ones.
  1. Test the lock and unlock functionality of the Door Lock’s keypad.
    • Make sure the Touchpad updates with the correct status of the Door Lock.
    • If it doesn’t work, check that the lock was installed properly. In this case, the lock will require servicing.
  1. Reboot the Touchpad through the Smart Home Monitoring app.
  2. Check that the is working by activating the Touchscreen, entering your Master Code, then pressing #. The 7 button should light up.
    • If the 7 button lights up, this means your module is working. Press # to return to the main menu.
    • If the 1 button lights up, this means the door lock isn’t properly paired to the touchpad. Follow these instructions to pair it. 

Still seeing the error message on your Touchpad? Contact us for assistance.

My Door Lock’s power failed and/or it’s not giving a “Low Battery” notification

If you received no notification of a low battery, and there’s no power to your Door Lock, it is most likely because non-Alkaline batteries are being used.

To solve this issue, replace the current batteries with Alkaline batteries. Find out how here.

Still seeing the error message on your Touchpad? Contact us for assistance.

My Door Lock is experiencing poor battery performance

Run through these steps to resolve the issue.

  1. Verify that Alkaline batteries are installed in the Door Lock. If not, replace the current ones with Alkaline batteries.
  2. Test the lock and unlock functionality of the Door Lock.

Still seeing the error message on your Touchpad? Contact us for assistance.