Troubleshooting Smart Locks

Summary:
This article provides guidance for troubleshooting mechanical-only Smart Locks and highlights compatibility requirements, common causes of lock failure, and testing procedures.

Applies To:

• Smart Lock models (e.g., PL202, PL203)

• IR2 Key (PK4400), IR3 Key (AK4400), IR4 Key (OK4000)

• Mechanical-only lock systems

Details:
Smart Locks require compatible keys with Power-Transfer capabilities. Only IR2 (PK4400), IR3 (AK4400) and IR4 (OK4000) keys meet this requirement. IR1 (AF4400) keys are incompatible and must be replaced with an IR4 key to function with Smart Locks.

Before diagnosing issues with locks, it is essential to confirm that your key is functioning correctly.
(please be aware there is a small amount of sensor compatibility issues when IR4 key is used, in those cases IR spectrum used by the key and lock are out of the range of the respective device)

Steps / Procedure:

1. Confirm Key Functionality:

   • Ensure you are using an IR2, IR3 or IR4 key.

   • If the key is new and not working, consult "Keys Not Unlocking My Product".

   • Verify the key is fully charged. A partially charged key cannot unlock the lock.

2. Observe Key Behavior When Attempting to Unlock:

   • If the key immediately deauthorizes (turns red) when applied to the lock, this indicates insufficient charge.

3. Test Locks in “Free Space”:

   • Open the door to ensure there is no interference from the fixture.

   • No need to remove the lock to test it—except for Plunger Locks (PL202, PL203), which may require removal.

   • If the lock functions properly when the door is open, the issue is likely due to fixture misalignment or obstruction.

4. Check for Installation or Physical Obstruction Issues:

   • Ensure strike plate and lock are installed correctly.

   • Check for nearby merchandise causing obstruction.

   • Verify proper alignment of the fixture.

Examples:

Lens Indicator Meanings on Non-Self Latching Locks:

• All Black Lens: Physically Locked
  

• All White Lens: Physically Unlocked
  

• White Ring with Black Stripes (Star Lens): Error Occurred
  

Expected Outcome:
Smart Locks should unlock when used with a fully charged, compatible IR2, IR3 or IR4 key. If the lock does not respond, testing in an unobstructed environment should isolate whether the issue is with the key, lock, or fixture installation.

Additional Notes / Tips:

• Always charge keys fully before use.

• Use the appropriate key model to avoid compatibility issues.

• Refer to the Key Troubleshooting documentation for more in-depth key diagnostics.