Step 1: Check for Door Misalignment
Open the door.
Press and hold the autolocking sensor (bottom latch) and observe whether the deadbolts extend.
If MANUAL LOCKING is enabled, press and hold the autolocking sensor (bottom latch). While pressing down the bottom latch, press the CLOSE button once to see if the deadbolts extend.
📎 Reference: How to check the mortise
Locks properly:
The issue is door alignment.
Advise the customer to contact their door installer for the necessary adjustment
Does not lock:
The issue may be with the lock.
Proceed to Step 2.
Step 2: Check Lock & Installation Conditions
1. Battery Check - 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
Improper installation.
A thin door may damage the mortise.
Advise replacement via the spare parts website.
> 60 mm
Confirm a recommended extension kit is installed.
If not installed, advise replacing the mortise and purchasing the extension kit.
➡️ If door thickness is within range and the correct extension kit is used, proceed to Step 3.
Step 3: Inspect Inside Panel
**If the customer agrees to uninstall the inside panel:
Inspect cables and pins for any damage.
Findings & Actions
No damage found - replace the mortise, following the Warranty Claim & Technical Escalation procedure.
Damage found:
Mortise cable damaged → Replace mortise
Inside panel cable damaged → Replace inside panel
Outside panel cable damaged → Replace outside panel
If the customer does NOT want to uninstall the inside panel:
Proceed directly with the Warranty Claim & Technical Escalation procedure.