Possible Cause: Incorrect strike position or door misalignment.
Solution: Adjust the strike position to reduce tightness and ensure smooth deadbolt operation.
Test the lock:
Open the door.
Press and hold the auto-locking sensor (bottom latch) for the deadbolts to extend.
Once the deadbolts are extended, unlock the lock using any electronic method (PIN, fingerprint, or key tag).
If the lock unlocks properly with the open door test, the issue is caused by door alignment, not the lock. Advise the customer to contact their door or lock installer to adjust the alignment or strike position.
Explanation (For Customer or Internal Reference)
The lock is functioning correctly and is not faulty. However, the door appears to sit slightly loose within the frame. When the deadbolts begin to retract—either after authentication from the outside or when touching the handle from the inside—the door can shift slightly before retraction is complete.
This minor movement causes a brief misalignment between the door and the frame, preventing the deadbolts from fully disengaging. A gentle push or pull on the door helps realign it, allowing the bolts to retract smoothly.
This behavior can occur with:
Looser door hinges
Thinner or compressed weather seals
Door frames that have settled over time
If the issue becomes inconvenient, recommend that a qualified door professional inspect and adjust the hinges, strike position, or frame to achieve a snugger fit.