Self-Latching Smart Lock Troubleshooting

Smart Locks are not unlocking when using IR keys, even though the keys were previously functional or are newly purchased.

Environment

• Product: InVue Smart Locks

• Compatible Keys: IR2 (PK4400), IR3 (AK4400)

• Incompatible Keys: IR1 (AF4400)

• Programming Station: InVue Key Programming Station

• Lock Models: L410, L430, L440

• Fixture: Various retail display cases

Symptoms

• Lock does not respond or unlock with the key

• Key deauthorizes (turns red) immediately after attempting to unlock

• Key shows yellow or red status LED

• Lock only works when the door is open ("free space")

• Key cannot be programmed or authorized on the station

• Physical resistance or obstruction when operating the lock

Cause

1. Incorrect key model used: IR1 keys do not support power transfer and are incompatible.

2. Key not fully charged: Low battery level prevents sufficient power delivery.

3. Fixture installation interference:

   • Misaligned strike plate

   • Merchandise obstructing the lock

   • Improper fixture alignment

4. Key cross-coded for another lock or location.

Resolution Steps

1. Verify Key Compatibility:

   • Ensure you are using an IR2 or IR3 key (IR1 is not supported).

2. Test Key Authorization:

   • Confirm the key programs/authorizes successfully on the programming station.

   • If not, refer to: “Keys are not programming” article.

3. Check Key Battery Level:

   • Fully charge the key.

   • Red or yellow status means insufficient charge. Recharge and retest.

4. Check for Cross-Code Issues:

   • For newly purchased keys, verify coding with: “Keys Not Unlocking My Product” article.

5. Test in Free Space:

   • Open the door slightly to remove fixture interference.

   • If the lock works freely, the issue is likely due to installation.

6. Apply Pressure to Identify Fixture Issue:
     Use the following techniques to test:

   

7. Replace Lock (If Needed):

   • If the above tests fail, and the lock does not function in free space, initiate lock replacement per InVue's standard process.

Workaround (Optional)

If you can't troubleshoot right away, you can use a spare IR3 key with a full charge to test and access the lock temporarily.

Related Articles / References

• Keys are not programming

• Keys Not Unlocking My Product