Step 1: Verify Correct Key Operation
Ensure the key is fully inserted and turned correctly.
Test both keys supplied with the lock.
Perform the test with the door open so you can clearly observe whether the deadbolts retract and extend when turning the key.
Refer to the image below for the correct key operation.
Step 2: Check Door Alignment
If the deadbolts operate correctly with the door open, the issue is caused by door or strike misalignment. Advise the customer to contact their door or door lock installer to correct the alignment.
If the deadbolts do not move when turning the key, even with the door open, the key cylinder is faulty. Proceed with the Warranty Claim & Technical Escalation procedure.