Step 1: Basic Checks
1. Battery Level - Replace with a sufficiently charged spare lithium battery.
2. Door Thickness Check
Confirm door thickness is 38–60 mm.
If the door thickness is incorrect:
< 38 mm
Considered improper installation.
Thin doors may cause cable damage (not covered by warranty).
Action: Refer to the MSL Replacement Parts Website to order an OUTSIDE PANEL.
➡️ If door thickness is within range, proceed to Step 2.
Step 2: Check Environmental Exposure - Verify the door lock is not exposed to rainwater and has adequate roof protection.
If exposed to rainwater - Considered improper installation.
Refer to the MSL Replacement Parts Website to order an OUTSIDE PANEL.
IMPORTANT: Advise the customer that the issue may recur, as the lock is not designed to be water-resistant.
Alternative option:
Recommend upgrading to a lock with an IP65 rating:
DDL608-5HWS
DDL610-5HBS
DDL801-5HBS
Note: Only the outside panel is IP65-rated. The inside panel is not.
➡️ If environmental conditions are acceptable, proceed to Step 3.
Step 3: Perform a Factory Reset (Note: This will erase all user data and reset the master PIN to 12345678.)
Steps:
Remove the battery cover.
Double-press the RES button using a pointed object.
Listen for the prompt: “Restored to factory settings.”
Reprogram all PINs, fingerprints, and key tags.
Test the lock.
➡️ If the issue persists, proceed to Step 4.
Step 4: Inspect Inside Panel **If the customer agrees to uninstall the inside panel:
Check cables and pins for damage and ensure all cables are securely connected.
No damage found:
Replace the OUTSIDE PANEL, following the Warranty Claim & Technical Escalation procedure.
Damage found:
Mortise cable damaged → Replace the mortise
Inside panel cable damaged → Replace inside panel
Outside panel cable damaged → Replace outside panel
Order parts via the MSL Replacement Parts Website.
If the customer does NOT want to uninstall the inside panel:
Proceed directly with the Warranty Claim & Technical Escalation procedure.