Step 1: Check for door misalignment
Possible causes:
Door not properly closed
Door is misaligned with the frame/strike box
Obstruction in the strike box
Test the Lock:
If AUTO-LOCKING is enabled, press and hold the auto-locking sensor (bottom latch) to see if the deadbolts extend.
If MANUAL LOCKING is enabled, press and hold the autolocking sensor (bottom latch). While pressing down the bottom latch, press the CLOSE button once to see if the deadbolts extend.
Result:
Locks properly: The issue is with the door alignment; the customer should contact their installer.
Does not lock: Issue may be with the lock — proceed to Step 2.
Step 2: Check lock and installation conditions
Battery Check: Replace with a fresh set of disposable alkaline batteries.
Door Thickness: Ensure the door thickness is 38–60 mm.
< 38 mm: Indicates improper installation. A thin door may have damaged the mortise. Advise replacement via the spare parts website.
> 60 mm: Confirm that the recommended extension kit is installed. If not, advise replacing the mortise and purchasing the appropriate extension kit.
(If within correct thickness and using an extension kit, proceed with the next steps)
Step 3: Inspect the Inside Panel (If the customer agrees to uninstall the inside panel)
Check cables and pins for any visible damage
No damage found:
Replace the mortise and follow the Warranty Claim & Technical Escalation procedure.Damage found:
Identify the damaged component and replace it accordingly:Mortise cable: Replace the mortise
Inside panel cable: Replace inside panel
Outside panel cable: Replace outside panel
Refer to the MSL Replacement Parts Website for ordering:
https://mysmartlocks.com.au/collections/spare-partsIf the customer does not agree to uninstall the inside panel, proceed with the Warranty Claim & Technical Escalation procedure.