DDL250X-14HWC Troubleshooting Guide

Make sure the backset on the Latch Bolt is set to the proper length.

Make sure the latch bolt is retracted before installation.

Restore the lock to the default settings. Enter the default Master PIN Code to set up the lock.

Make sure the lock is installed correctly.

Insert fresh batteries and make sure that the cable is not pinched.

After installation, reset the lock to factory settings to complete the lock setting process

An unstable Wi-Fi signal affects the connection between the device and your Wi-Fi router. It would be best if you strengthen the Wi-Fi signal to the device to ensure it operates properly.

Check your available networks. Make sure your lock is connected to a 2.4GHz Wi-Fi network or ìdual-bandî Wi-Fi, which supports both 2.4GHz and 5GHz frequency bands.

Check to make sure you have entered the correct Wi-Fi password.

Ensure your Wi-Fi password is less than 26 characters and does not contain Spaces.

Try performing the setup on a different mobile device.

Perform a factory reset to repeat the setup process.

Make sure your smart lock has enough power, and your phone is close to it.

Check your phone's Bluetooth settings and ensure it's turned on.

If you have an Android device, enable the Location Service.

Scan the QR Code in a well-lit environment, use the built-in flashlight on your phone, or try to scan in an environment with sufficient lighting.

Ensure enough distance between your smartphone and the QR Code, and ensure the QR Code is at the center of your phone screen.

Direct lighting or sunlight can cause reflections that will interfere with the scanning process.

Ensure that nothing is covering the Palm ID Reader and your palm is not obscured.

Ensure that the palm being used has been added successfully.

Ensure your palm is about 2"-6" (50-150mm) from the Palm ID Reader. Hold your hand still when unlocking with Palm ID.

Delete and re-add this Palm ID to the Philips Home Access app. Make sure the palm is not obscured and centered in front of the Palm ID reader when adding it.
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When adding your Palm ID, hold your hand still during the Palm ID enrollment process.
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If you only add a Palm ID in an upward direction of your palm, flipping the palm may cause an unlocking failure. Make sure your palm is facing the same direction as when you added it.
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After adding a Palm ID, the Palm ID reader can recognize any direction your palm is turned within a 180-degree range centered on the palm. It is recommended to add two Palm IDs for each palm. Place your palm upward to add the first Palm ID, and place the same palm downward to add the second Palm ID. This way, you will be able to unlock the lock regardless of the position of your palm.

Ensure your lock has enough power. If the batteries are running low, unlock the device with a key, remove the batteries, and insert 4 new CR123A Lithium Batteries.

Ensure your lock has enough power. If the batteries run low, please remove the batteries and insert 4 new CR123A Lithium Batteries.

Please verify if your router has Internet access. If the home network experiences an outage or a network connectivity issue, the lock is expected to restore its Wi-Fi connection when the home network recovers.

If the home network is back online and the lock has not restored its Wi-Fi connection, you may try resetting your lock.

Metal objects and magnetic field changes near the door lock can affect the accuracy of the Door Sensor. To fix this, remove any potential sources of interference and recalibrate the Door Sensor within the app

Make sure batteries are inserted correctly.

If the battery indicator flashes continuously, the batteries are low. Please replace them with 4 new CR123A Lithium Batteries.

Make sure that the cable is properly connected and has not been damaged during installation.

If the battery indicator flashes continuously, the batteries are low. Please replace them with 4 new CR123A Lithium Batteries

Activate the Auto-Lock function.