Quick Checklist (Do This First)
Check usage patterns: Frequent remote operations, Wi-Fi activity, or repeated biometric scans can increase power consumption.
Disable high-power features temporarily: Verify ECO settings in the app.
Confirm Wi-Fi band and signal: Ensure the lock is connected to a stable 2.4 GHz network.
Inspect the active battery: Remove it from the lock and check for bloating, corrosion, or loose contacts.
Insert the spare battery: Place a fully charged spare battery in the lock.
Check battery contacts and orientation: Make sure the battery is inserted correctly and contacts are clean.
Test Results
If the issue occurs with only one battery:
That battery is faulty and needs replacement.
Check the warranty status:
Within 1-year warranty: Order a replacement via KB article “Create a Sales Order.”
Beyond 1-year warranty: Direct the customer to MSL Replacement Parts: MSL Spare Parts
If the issue persists with both sufficiently charged batteries:
Perform a factory reset.
If the reset does not resolve the issue, inspect cables and pins:
Ensure the cable joint is properly inserted and not reversed.
Check that the pin header in the cable joint is not bent or loose.
Confirm the cable is not crushed, broken, or distorted during installation.
Note:
Issues caused by bent/loose pins or damaged cables from improper installation are not covered under warranty.
Damaged outside panel cable: Customer needs a replacement outside panel.
Loose/bent pins in inside panel: Customer needs a replacement inside panel.
Refer customers to MSL Replacement Parts: MSL Spare Parts
If no cable/pin damage is found and the issue occurs with both batteries:
Proceed with replacing the inside panel following the Tech Escalation process.