Step 1: Check for Door Misalignment
Open the door.
Press and hold the autolocking sensor (bottom latch) and observe whether 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 have damaged 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 the 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.