Self-Latching Smart Lock Troubleshooting

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.

First, always confirm if your key is able to program/authorize on your programming station with no issue. If you are unable to authorize your keys on the programming station, please refer to the article: Keys are not programming.

If you purchased new keys that were not used previously on your locks, then review the document: Keys Not Unlocking My Product to ensure the problem is not a "cross-code".

If these same keys were used previously on your locks, make sure your key is fully charged. If your key is yellow or red, it will not unlock your locks--this is due to the power demand the lock requires to work. If you use your key on your lock and it does not unlock your case and 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. 

• 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

If your lock is not unlocking to give you access to test in free space, you can apply pressure to different parts of the fixture while also using the key in an attempt to identify the part of the fixture that is preventing the lock from opening.

Lock	Push the doors completely apart	Push/pull against the drawer	Lift the door
L410
L430
L440

If applying pressure as indicated in the chart above does not loosen the lock allowing it to move freely once more, the lock will need to be replaced. InVue will follow the same process previously listed above.