Issue: The smart door lock is not responding or cannot be unlocked. There are no lights or sounds when using the PIN, card, fingerprint, or app.
Possible Cause: The batteries are completely depleted.
Quick Solution:
Option 1: Unlock Using the Mechanical Key
1. Locate the mechanical keyhole on the outside panel.
2. Insert the mechanical key and turn it to unlock the door.
**If the mechanical key is not available or in case of a system crash and the door cannot be opened from outside, proceed to Option 2 below.
Option 2: Emergency External Power
When the battery voltage is insufficient, and the door cannot open from outside, you can power up the lock through a 5V power bank as an external power supply. It has an emergency USB-C port located near the mechanical keyhole.
Steps:
1. Connect a USB-C cable to the lock’s emergency power port.
2. Connect the other end to a 5V power bank or external power source.
3. Once the lock powers on, unlock it using your usual method.
Important Notes
* The external power is temporary and does not charge the batteries.
* It is only used to unlock the door.
After Unlocking
* Replace the battery with a fully charged spare.
* Test the lock to ensure normal operation.
***If the lock still does not respond
1. Enter the house through a different door where you have access (e.g., garage, backdoor).
2. Once inside, replace the battery with a fully charged spare immediately.
3. Test the lock to ensure normal operation.
***If the lock still does not respond after replacing the batteries, follow the TECH ESCALATION process.
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