Troubleshoot your Rogers Xfinity Smart Door Lock (Weiser)

Your door lock batteries must be replaced from time to time due to age and usage. Find out how to open the battery pack, put in new alkaline AA batteries and check the battery level in the app.

Battery replacement guide (iOS)

Battery replacement guide (Android)

Easily add, manage, and remove master and additional user codes on your smart door lock.

Add or delete door lock user codes (iOS)

Add or delete door lock user codes (Android)

If your door lock latch isn’t sliding out smoothly, there are a few reasons why this might be happening:

1. The screws are too tight. Try loosening the screws on the latch bolt attached to your door.
2. The cable wasn’t passed through correctly. Pass the cable correctly through your smart door lock again.
3. The door lock didn’t learn how your door was positioned. Follow the Manual door handing your door lock steps.

There are a few reasons why your smart door lock might catch or jam:  

1. Your door frame hole is too small. Ensure the hole is at least 1 in. deep. 
2. The door lock didn’t learn the position of your door. Follow the Manual door handing your door lock steps.  
3. The deadbolt and latch strike aren’t lined up. Adjust the strike in your door frame.  

There are a few reasons why your touchscreen might be inactive:

1. If 3 incorrect codes were entered within 1 minute, the touchscreen will lock you out for 1 minute. Enter in the correct code after the 1 minute lock out period.
2. You need to do a hardware reset. Power cycle by taking out and putting back in the 4 AA batteries.

Go to the Setting up your door lock for the first time (iOS) guide or Setting up your door lock for the first time (Android) guide and follow the instructions to pair your door lock with your app.

If you’re experiencing issues such as a hardware malfunction, you need to unpair your smart door lock. You can do this in 2 ways. You can press B 9 times on the back of the door lock or follow these steps in the app:

1. Open your app.
2. Select the Home tab.
3. Select Door Lock.
4. Select the 3 vertical dots.
5. Select  .
6. Select Delete this device.

Erase all codes and restore your door lock back to its default settings in minutes.

Reset door lock to factory default (iOS)

Reset door lock to factory default (Android)

Easy set up guide - Install your Rogers Xfinity Smart Door Lock (Weiser)

Setting up your door lock for the first time (iOS)

Setting up your door lock for the first time (Android)

Rogers Xfinity Smart Door Lock (Weiser) system alerts