Step 1: Basic Checks
Battery Level - Replace with a fresh set of disposable alkaline batteries.
Door Thickness - Ensure the door thickness is 38–60 mm.
< 38 mm - Considered improper installation. A thin door may have damaged internal cables and is not covered under warranty. Refer to the MSL Replacement Parts Website to order an Outside Panel.
38–60 mm (OK) - Proceed to Step 2.
Step 2: Check Environmental Exposure
Verify that the door lock is not exposed to rainwater and has adequate roof or weather protection.
If exposed to rainwater - Considered improper installation.
Refer the customer to the MSL Replacement Parts Website to order an Outside Panel and advise that the issue may recur, as the lock is not water-resistant.
Offer an alternative replacement with an IP65-rated lock, such as:
DDL608-5HWS
DDL610-5HBS
DDL801-5HBS
If environmental conditions are acceptable, proceed to Step 3.
Step 3: Perform a Factory Reset **Note: This will erase all user data. The master PIN will reset to 12345678.
Remove the inside lower cover.
Using a pointed object, double-press the RES button.
Listen for the voice prompt: “Restored to factory settings.”
Reprogram all PINs, fingerprints, and key tags.
Test the lock, If the issue persists, proceed to Step 4.
Step 4: Cable & Panel Inspection (If the customer agrees to uninstall the inside panel):
Inspect all cables and pins for damage and confirm they are firmly connected.
No damage found
Replace the Outside Panel following the Warranty Claim & Technical Escalation procedure.
Damage found, replace the affected component:
Mortise cable → Replace mortise
Inside panel cable → Replace inside panel
Outside panel cable → Replace outside panel
If the customer does not want to uninstall the inside panel, proceed directly with the Warranty Claim & Technical Escalation procedure.