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DDL702-1HWS Troubleshooting No Power

Updated over 3 weeks ago

No Power Troubleshooting Guide

Scope

This guide covers diagnosing and resolving no-power issues on your smart door lock.

  • The lock uses a rechargeable lithium battery (2 included with the lock), with only one battery powering the lock at a time. The second battery serves as a spare, allowing continuous use while the other battery charges.

Safety First

  • Bloating: Do not charge or use a bloated battery. Remove carefully, avoid puncturing, and place it in a non-flammable container. Dispose at an authorised e-waste or battery recycling facility.

  • Do not: Short-circuit, puncture, or expose batteries to heat. If unsure, contact support.

Step-by-Step: No Power (Lock Completely Dead)

  1. Soft Wake Test: Tap the lock screen or press any physical key once. Look for LED or voice response.

  2. Check Active Battery: Remove the active battery and inspect for:

    • Bloating

    • Corrosion

    • Loose contacts

  3. Insert Spare Battery: Place the fully charged spare battery in the lock.

  4. Check Contacts & Orientation: Ensure battery is inserted correctly and contacts are clean.

  5. Assess Battery Health:

    • If the lock powers on with the spare battery, the original battery needs charging or replacement.

    • Check warranty status:

      • Within 1-year warranty: Order replacement via KB article “Create a Sales Order”.

      • Beyond 1-year warranty: Refer customer to MSL Replacement Parts website: MSL Spare Parts

  6. Factory Reset: If the lock still does not power on with both fully charged batteries, perform a factory reset.

  7. Check Cables and Pins: Inspect for:

    • Improper or reversed cable joint insertion

    • Bent or loose pin headers

    • Crushed, broken, or distorted cables during installation

Note:

  • Issues caused by cable/pin damage due to installation are not covered by warranty.

  • Damaged outside panel cable → customer needs a replacement outside panel.

  • Loose/bent pins in the inside panel → customer needs a replacement inside panel.

  • If cables/pins are intact but issue persists with both batteries → replace the inside panel following the Tech Escalation process.

Tips to Prolong Battery Life

  • Only use recommended rechargeable lithium batteries.

  • Alternate between active and spare batteries to avoid full discharge.

  • Use a stable 2.4 GHz Wi-Fi network to reduce battery drain.

  • Minimize unnecessary remote operations or frequent biometric scans.

Handling Bloated Batteries

  • Do not charge or use a bloated battery.

  • Remove and store safely, taking a photograph for records.

  • Dispose at an authorized e-waste or battery recycling centre.

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