Step 1: Verify Correct Key Operation
Ensure the key is fully inserted and turned in the correct direction.
Test both mechanical keys provided with the lock.
Perform the test with the door open so you can clearly observe whether the deadbolts retract and extend when the key is turned.
Refer to the image below for proper key operation.
Step 2: Check Door Alignment
If the deadbolts move correctly when turning the key with the door open, the issue is caused by door misalignment. Advise the customer to contact their door or door lock installer to correct the alignment.
If the deadbolts do not move when turning the key, even with the door open, the key cylinder is faulty and needs to be replaced
Action:
Follow the Warranty Claim & Technical Escalation procedure for the key cylinder replacement