Quick Checklist (Do This First)
Check usage patterns: Frequent remote operations, Wi-Fi activity, or repeated biometric scans increase power consumption.
Disable high-power features temporarily: Review 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 and check for bloating, corrosion, or loose contacts.
Insert the spare battery: Place a fully charged spare battery in the lock.
Check contacts and orientation: Ensure the battery is inserted correctly and contacts are clean.
Test Results & Next Steps
Issue occurs with only one battery:
That battery is faulty and needs replacement.
Check warranty:
Within 1 year: Order replacement via KB article “Create a Sales Order”.
Beyond 1 year: Refer the customer to MSL Replacement Parts: MSL Spare Parts
Issue persists with both batteries:
Perform a factory reset.
If the factory reset does not resolve the issue, check cables and pins:
Verify the cable joint is inserted correctly and not reversed.
Inspect pin headers for bends or loose pins.
Check for crushed, broken, or distorted cables from installation.
Issues caused by improper installation (damaged cables or pins) are not covered under warranty.
Outside panel cable damaged: Customer must order a replacement outside panel.
Loose/bent pins in cable terminals: Refer the customer to order a replacement inside panel via the MSL Replacement Parts
If no damage is found and both batteries are affected:
Proceed with replacing the inside panel following the TECH ESCALATION process