1️⃣ 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.
2️⃣ Single-User Check
Ask the user to check their finger(s) for:
Dryness or dampness
Cold temperature
Cuts or injuries
Lotion or heavy wear
Retry the fingerprint.
Note:
Faint or shallow fingerprint ridges, very dry or wet skin, or worn fingerprints may prevent the sensor from reading one user’s finger while working for others.
3️⃣ If Sensor Works with Other Users
If other registered users can unlock the door:
The lock hardware is likely working correctly.
Proceed with user-specific troubleshooting (Step 2) or re-enroll the affected user’s fingerprint/s.
4️⃣ Multiple-User Failure — Quick Fixes
Check battery level — ensure the battery has sufficient charge.
Perform a factory reset — note: this erases all user data. After a reset, the master PIN returns to the default: 12345678.
Re-register fingerprints.
Tip: Test the lock after each action to check if the issue is resolved.
5️⃣ If Issue Persists
Replace the OUTSIDE PANEL.
Follow the Warranty Claim & Technical Escalation process.