1. Scope Check - Ask: “Does the issue affect one user or multiple users?”
One user only → Proceed to Step 2
Multiple users → Proceed to Step 4
2. Single-User Check - Ask the affected user to check their finger(s) for the following and ask them to retry the fingerprint.
Dryness or dampness
Cold temperature
Cuts or injuries
Lotion, oil, or dirt
Heavy wear or faint fingerprint ridges
Note: Very dry/wet skin, shallow or worn fingerprint ridges may prevent the sensor from reading one person’s fingerprint while still working for others.
3. If Sensor Works for Other Users - registered users can unlock the door successfully, the lock hardware is functioning correctly. Proceed with User-specific troubleshooting (Step 2), or Fingerprint re-enrolment for the affected user.
4. Multiple-User Failure — Quick Fixes
Perform the following one step at a time, testing after each action:
Battery Check - Replace batteries with a fresh set of disposable alkaline batteries
Perform a Factory Reset
⚠️ This will erase all user data and the master PIN will revert to default: 12345678
Steps:
Remove the inside lower cover.
Double-press the RES button using a pointed object.
Listen for: “Restored to factory settings.”
Re-register Fingerprints - Re-enroll all users’ fingerprints after the reset.
5. If Issue Persists
Replace the OUTSIDE PANEL. Proceed via Warranty Claim & Technical Escalation.