Troubleshooting Smart Locks

Smart Locks are mechanical-only solutions and are only compatible with IR2 Keys (PK4400) and IR3 Keys (AK4400) as these are the only keys with Power-Transfer. If using the IR1 (AF4400), this key is not capable of working with our locks, and will need to purchase the current generation of IR3. 

Before troubleshooting your locks: 

• Confirm that your keys are working properly first. If your key is new and not working with your security, review the Key Troubleshooting options first (Keys Not Unlocking My Product).
• If these same keys were used previously on your locks, make sure your key is fully charged

If your key does not have a full charge it will not unlock your locks  

• The power demand of the lock for the internal motor to turn is relatively high. If you use your key on your lock and it does not unlock your case and instead immediately deauthorizes (turns red). This is your indication that your need requires more charge to work. 

To troubleshoot, you need a fully charged/operable key and all locks should be troubleshot in "free space" if able.  

• You do not need to remove your lock in order to test in "free space". Just make sure your door is open enough to ensure no physical interference with the fixture.  
• The only lock this is not easy to do without removal is the Plunger Lock (PL202 or PL203). 

If the door is open and the lock works just fine, this is an indication that the problem is not with the lock itself but with the Fixture Installation.   

• Cause 1: The strike plate/lock was not installed properly 
• Cause 2: There is merchandise too close to the lock 
• Cause 3: The fixture alignment is off 

To provide information regarding the Non-Self Latching locks, they do have lens indicators: