Kevo 1st Gen, Kevo 2nd Gen Kevo Troubleshooting Guide

SmartKey Troubleshooting

View the SmartKey Troubleshooting Playlist on YouTube by clicking below.

How can I troubleshoot Bluetooth connectivity with my Smart Lock?

    Halo Select – Bluetooth Pairing Instructions: Setting Up New Lock Tap the + icon in the top right corner of the Kwikset app to begin adding your new lock. Follow the installation and lock setup instructions until you reach the Bluetooth Pairing stage of lock setup. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Press and hold Pairing Button on the left side of the interior unit for 3 seconds. Release Pairing Button when the lock beeps and the Status LED flashes Blue. Follow the onscreen instructions to complete Bluetooth pairing. Pairing to Existing Lock Open the Kwikset app on the phone you would like to pair to the lock. Ensure the lock you would like to pair with is visible on the home screen of the Kwikset app. Note: If the lock is not visible, the lock owner or admin will need to grant you app access using your Kwikset account email before you can continue with Bluetooth pairing. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Bluetooth Pairing Available notification will appear on the home screen of the Kwikset app. Tap Start Pairing and follow the onscreen instructions to complete Bluetooth pairing. Repairing Existing Bluetooth Pairing Remove the lock manually from your phone’s Bluetooth settings if it appears in the list of paired devices. Follow the instructions above for Pairing to Existing Lock to re-pair your phone to the lock.     Halo Touchscreen, Keypad or Touch – Bluetooth Pairing Instructions Setting Up New Lock Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Press and HOLD Button A for 3 seconds. Release Button A when the lock beeps and the Status LED flashes Blue. Tap Continue to finish pairing with your phone. Pairing to Existing Lock Open the Kwikset app on the phone you would like to pair to the lock. Ensure the lock you would like to pair with is visible on the home screen of the Kwikset app. Note: If the lock is not visible, the lock owner or admin will need to grant you app access using your Kwikset account email before you can continue with Bluetooth pairing. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Bluetooth Pairing Available notification will appear on the home screen of the Kwikset app. Tap Start Pairing and follow the onscreen instructions to complete Bluetooth pairing. Repairing Existing Bluetooth Pairing Perform a Network Reset to remove the existing Bluetooth pairing from the lock. Remove the lock manually from your phone’s Bluetooth settings if it appears in the list of paired devices. Follow the instructions above for Pairing to Existing Lock to re-pair your phone to the lock.     Aura Bluetooth Pairing Instructions Setting Up New Lock Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Press and HOLD Button A for 3 seconds. Release Button A when the lock beeps and the Status LED flashes Blue. Tap Continue to finish pairing with your phone. Pairing to Existing Lock Open the Kwikset app on the phone you would like to pair to the lock. Ensure the lock you would like to pair with is visible on the home screen of the Kwikset app. Note: If the lock is not visible, the lock owner or admin will need to grant you app access using your Kwikset account email before you can continue with Bluetooth pairing. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Bluetooth Pairing Available notification will appear on the home screen of the Kwikset app. Tap Start Pairing and follow the onscreen instructions to complete Bluetooth pairing. Repairing Existing Bluetooth Pairing Perform a Network Reset to remove the existing Bluetooth pairing from the lock. Remove the lock manually from your phone’s Bluetooth settings if it appears in the list of paired devices. Follow the instructions above for Pairing to Existing Lock to re-pair your phone to the lock.

How can I troubleshoot the Wi-Fi connection of my Halo smart lock?

If your Halo lock is having Wi-Fi connectivity issues, try the below troubleshooting tips.     Halo Select troubleshooting Instructions: Check your router settings to ensure your home network is broadcasting 2.4GHz frequency and is not hidden. Check if it is password protected using the WPA2 or WPA3 security protocol. If your lock is unable to detect any Wi-Fi networks during lock setup (after following steps 1 and 2), please power cycle your lock by removing and replacing the battery pack, then resume setup. If your home network’s Wi-Fi credentials have changed, for Halo Select you can perform the Wi-Fi reconfiguration from the App. Go to the Lock Settings in the Kwikset App and select “Wi-Fi Settings”. Understand the Network Requirements listed in the page and click on “CONTINUE”. Attention: Clicking on CONTINUE will disconnect the user from the current network temporarily, as the new Wi-Fi network scanning is in place. The lock will still be accessible over BLE. In the subsequent page all the supported Wi-Fi network names including the recent network that the lock was connected to were listed. The networks are shown in the order of their signal strength. Choose the desired network and complete the setup. In case of not connecting to any network, a connection is automatically reinstated to the previous network, after 15mins. Ensure there is adequate Wi-Fi coverage and signal strength at the location of the lock. If there is not adequate coverage, we recommend a Wi-Fi extender/repeater device be placed between the router and the lock. Try powering your router and modem off then on again.     Halo Keypad, Halo Touch and Halo Touch Screen Troubleshooting Instructions: Note: Many variables can have a negative effect on Wi-Fi connection strength, making it difficult to pinpoint a single source of reduced performance. Wi-Fi Troubleshooting Tips: Check your router settings to ensure your home network is broadcasting 2.4GHz frequency, is not hidden, and is password protected using the WPA2 security protocol. If your home network’s Wi-Fi credentials have changed (network name or password) you will need to perform a Network Reset to connect your lock to the new network. Try powering your router and modem off then on again. Ensure there is adequate Wi-Fi coverage and signal strength at the location of the lock. If there is not adequate coverage, we recommend a Wi-Fi extender/repeater device be placed between the router and the lock.

How can I troubleshoot Matter connectivity on my Halo Select smart lock?

Halo Select requires a compatible smart home hub with Thread and Matter support. Please review the latest Matter requirements and features by visiting Kwikset.com/Matter Adding Halo Select to a Matter Smart Home Platform  Ensure you have a compatible smart home hub for your preferred smart home platform. Visit Kwikset.com/Matter for hub requirements. Navigate to Lock Settings in the Kwikset app, then tap Matter Integration to begin the Matter Setup process. Follow the instructions in the Kwikset app to convert your lock to Matter connectivity. Once your lock has been successfully converted to Matter, your lock will enter Matter Pairing Mode and begin broadcasting using Thread. Note: Once your lock has been converted to Matter, Wi-Fi connectivity is turned off and the Kwikset app will only be able to communicate with the lock locally over Bluetooth Locate the Matter QR Code on your lock. Open your desired smart home platform app and scan the code to add the device. Matter Pairing Mode will end after 15 minutes of inactivity. If you have not added your lock to a smart home platform within 15 minutes, you can enter Matter Pairing Mode again by opening the Kwikset app and tapping Resume Setup. Additional Ecosystem Support Materials View Amazon Alexa Matter Information View Apple Home Matter Information View Google Home Matter Information View SmartThings Matter Information Adding Halo Select to Additional Matter Smart Home Platforms After initial setup with your preferred smart home platform, you can add your lock to additional platforms. Ensure you have a compatible smart home hub for the new platform. Visit Kwikset.com/Matter for hub requirements. Navigate to the smart home app used for initial Matter setup, then look for the 11-digit setup code in device settings. Note: This code is unique and can only be found within the smart home app. The Matter QR Code label on your lock is only used for initial platform setup. Open the app of the new platform to add your device and complete Matter setup using the 11-digit setup code. Additional Ecosystem Support Materials View Amazon Alexa Setup Code Generation Information View Apple Setup Code Generation Information View Google Home Setup Code Generation Information View SmartThings Setup Code Generation Information How do I convert my lock back to Wi-Fi? Convert your lock back to Wi-Fi by navigating to Lock Settings in the Kwikset app, tapping Matter Integration, and selecting Begin Wi-Fi Setup. Follow the instructions in the app to complete conversion back to Wi-Fi. What should I do if Matter setup fails? Convert your lock back to Wi-Fi by navigating to Lock Settings in the Kwikset app, tapping Matter Integration, and selecting Begin Wi-Fi Setup. Follow the instructions in the app to complete conversion back to Wi-Fi. Ensure the lock is not visible in the smart home platform you attempted to set up with. If the lock is visible, navigate to the settings for the lock within the smart home platform app and delete the device. Note: To fully delete your lock from Apple Home, you may need to perform an additional step. Navigate to your phone Settings, tap General, then tap Matter Accessories. Look for the lock in the list of Matter devices, tap the lock, and then tap Remove Accessory to completely delete the Matter Keychain from Apple Home. Retry Matter setup by navigating to the Kwikset app, navigating to Lock Setting and tapping Matter Integration to begin Matter setup again.

How can I troubleshoot the Door Status feature on my Halo Select smart lock?

If Door Status is not performing as expected, try the below troubleshooting tips. If you are in need of a replacement magnet, please contact our Customer Support team: https://www.kwikset.com/support/customer-service Door Status Troubleshooting Tips: Ensure your magnet has been installed properly. Magnet installation instructions can be found in the Kwikset app by enabling Door Status in Lock Settings and following the calibration steps. Alternatively, you can reference the Installation Guide PDF for magnet installation instructions. If Door Status has already been enabled in Lock Settings, try disabling Door Status and re-enabling the feature to perform a recalibration. Check door alignment to ensure the door fully closes and the magnet is properly aligned with the lock sensor. Try power-cycling your lock by removing the battery pack and reinserting. If you have tried the above steps and are still experiencing issues, please contact Customer Support: https://www.kwikset.com/support/customer-service 

Kevo Touch-To-Open Troubleshooting- iOS 10 Support

We’re pleased to share that Touch-to-Open® functionality is fully restored with Apple’s iOS 10.0.2 update. Upon downloading the latest iOS update, you will be able to use your Kevo lock with the app running in the background. If you are unable to update to iOS 10.0.2 at this time, please refer to the troubleshooting information below. View How-To Video   Video View How-To Video   I have iOS 10. Why doesn’t my Kevo lock or unlock when I touch it? Due to a bug within iOS 10, Kevo’s Touch-To-Open technology will only work if your Kevo app is open and visible on the phone screen when you touch to lock or unlock the Kevo smart lock. If the Kevo app is not open and visible, the lock will not lock or unlock. That bug has been fixed with the release of iOS 10.0.2.  If you choose not to update to iOS 10.0.2, we encourage you to explore the below options for locking and unlocking your Kevo smart lock: When at your door, open the Kevo app on your iOS phone or smart device, making sure you can see the app on your device screen and touch the Kevo smart lock on your door When at your door, open the Kevo app on your iOS phone or smart device, making sure you can see the app on your device screen, and use the app to lock and unlock the door (In Home Locking and Unlocking) If you have a Kevo key fob, the Touch-to-Open functionality of Kevo will still work How do I know if this bug affects my Kevo lock? The bug affects Kevo users with the release of Apple iOS 10, which was available for public download starting Tuesday, Sept. 13. To check which operating system your phone is using, go to “Settings”, “General,” then “About” on your Apple device. The software version will be listed next to “Version.” Why aren’t my other Bluetooth and other smart products affected? The bug in iOS 10 affects the Bluetooth “peripheral mode” which is used to power the Touch-to-Open experience unique to Kevo smart locks. We’re pleased to share that Touch-to-Open® functionality is fully restored with Apple’s iOS 10.0.2 update. Today, Kevo is the most popular smart lock product that uses this mode to deliver an unmatched consumer experience. Can I still send and receive eKeys? Yes, eKey management, including the sending, receiving and revoking of eKeys, was not affected by the iOS 10 bug. What happens to friends or family who have an eKey to my Kevo lock? Users running iOS 10 can still operate the lock by opening the Kevo app so it is visible on the phone screen, then touching the lock to engage Touch-to-Open functionality. The bug will only affect eKey recipients using an Apple device running iOS 10. eKey users with an Android device or iPhone running iOS 9 will still be able to use Touch-to-Open to lock and unlock Kevo. We’re pleased to share that Touch-to-Open® functionality is fully restored with Apple’s iOS 10.0.2 update. Does this impact my security? Is this bug a security vulnerability? The iOS 10 bug does not impact security features unique to Kevo smart locks, such as Inside-Outside technology or data encryption, or physical security features, like SmartKey. Kevo still delivers a secure solution to its users. How do I know if I have iOS 10? To find your iPhone iOS software version, go to “Settings”, “General,” then “About.” The software version will be listed next to “Version.” Will Touch-to-Open work if I purchase the iPhone 7? iPhone 7 will be available with iOS 10. Once the iPhone 7 becomes available, we will be evaluating the functionality to determine if there are any issues running the Kevo app.

My Kwikset Convert isn't added to my smart home system?

Troubleshooting: Adding the Lock to a Smart Home SystemSome Z-Wave® systems require that the lock be within 12" of the controller during the adding process. If this is the case, follow the steps below to remove the lock interior from the door to perform the process closer to the controller:1. Remove the small screws that secure the interior assembly to the mounting plate.2. Remove the interior assembly from the door.3. Hold the interior assembly a maximum of 12" (305 mm) from your smart home controller for the rest of this process.4. Initiate the process to add the lock to your system at your smart home controller. Refer to your smart home system instructions for more information.5. When prompted by your smart home system to add the lock, press button “A” on the lock interior one time. The red LED will illuminate when the lock enters Add Mode. Please allow time for the controller to add the lock.6. Once successful, re-name the lock in your system (if applicable). Then, reinstall the lock interior on the interior assembly

How can I extend the battery life of my smart lock?

If the batteries in your Halo Select, Halo, Aura or Halo Touch smart lock are draining faster than expected, try the below troubleshooting tips. Note: Numerous variables can have a negative effect on a lock’s battery life, this makes it difficult to pinpoint a single source of increased battery drain.  Battery Tips: Check door alignment. Even the slightest misalignment between the door bolt and the strike plate hole can cause increased friction, which requires more power to successfully lock and unlock. This is by far the most common contributor to decreased battery life and should be assessed first. Use standard non-rechargeable Alkaline batteries for best performance. Turn off lock sounds and lock LED status from within the Kwikset app to reduce the lock’s overall power consumption. Select a wireless router from this list of battery-friendly routers. Ensure the lock is properly mounted and is not loose on the door.     Halo Select Battery Replacement Note: Ensure you replace the batteries promptly when notified by your Halo Select lock, as prolonged low battery levels can affect performance and may harm the lock. Your lock will begin showing a low battery icon and playing a low battery tone when it has reached 10% battery level. Remove the battery pack from the lock by pressing down on the tab to release and pulling the pack outward away from the lock.     Halo Touchscreen, Keypad, Touch and Aura Battery Replacement Remove the battery pack from the lock by sliding upwards and take out the depleted batteries. Insert a fresh set of 4x AA batteries into the tray and slide the battery pack down into the battery compartment of the lock. Begin seeing low battery icon during lock/unlock sequence at 20% At 10% also begin playing a low battery warning tone after lock/unlock https://www.kwikset.com/support/answers/how-can-i-extend-the-battery-life-of-my-smart-lock

How to delete a/all user code(s) on my Smartcode touchscreen?

Deleting a Single User Code with the Mastercode DisabledNote: All codes may be deleted at once if the mastercode is enabled. For more information about the mastercode, consult the online Programming and Troubleshooting Guide.1. Keep door open. Press Program button once.2. Press Checkmark symbol once.3. Press Lock symbol once.4. Enter user code to be deleted5. Press Lock symbol once.6. Re-enter user code7. Re-enter user codeIf unsuccessful - Make sure to enter the same valid code in steps 4 and 6. If the screen is not pressed for 20 seconds, the system will time out, and you will need to restart the procedure.Deleting a Single User Code with the Mastercode Enabled1. Keep door open. Press the Program button once. The Checkmark will flash five times and you will hear five beeps.2. Press Checkmark symbol once3. Press Lock symbol once.4. Enter Mastercode.5. Press Lock symbol once6. Enter user code to be deleted.7. Press Lock symbol once.8. Re-enter user code to be deleted.9. Press Lock symbol once.If programming is successful, the Checkmark will illuminate and you will hear one beep.If programming is unsuccessful, the “X” pattern will flash three times with three beeps. Make sure to enter a valid Mastercode in step 4.10. While the door is open and locked, test the user code to make sure it no longer unlocks the door.Deleting All User Codes with the Mastercode Enabled1. Keep door open. Press the Program button once. The Checkmark will flash five times and you will hear five beeps.2. Press Checkmark symbol once3. Press Lock symbol once.4. Enter Mastercode.5. Press Lock symbol once.6. Press “9” six times7. Press Lock symbol once8. Press “9” six times9 Press Lock symbol once.If programming is successful, the Checkmark will illuminate and you will hear one beep.If programming is unsuccessful, the “X” pattern will fl ash three times with three beeps. Make sure to enter a valid Mastercode in step 4 during your next attempt.10. While the door is open and unlocked, press the Lock symbol. If the latch bolt does not extend to lock, then all codes have been successfully deleted.

On my 264 deadbolt, the door can be locked with the Kwikset button, but the User Code will not unlock the door.

Make sure the User Code is correct and that the Kwikset button is pushed after entering the User Code. If the door still won’t unlock, use a key to unlock the door. Call technical support for further troubleshooting.

On my 275 Contemporary, when the door is closed and the Lock symbol is pressed to lock the door, the lock beeps 3 times. When the door is open and the Lock symbol is pressed to lock the door, the lock doesn't beep.

Make sure the User Code is correct and that the Lock symbol is pushed after entering the User Code. If the door still won’t unlock, use a key to unlock the door. Call technical support for further troubleshooting.