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 the Wi-Fi connection of my Halo smart lock?

If your Halo lock is having Wi-Fi connectivity issues, try the below troubleshooting tips. Note: Numerous 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: If your home network’s Wi-Fi credentials have changed (network name or password) you will need to perform a Network Reset in order 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 do I troubleshoot my smart lock?

Please view Troubleshooting Instructions. 

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, 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. Battery Replacement: Remove the battery pack from the lock and take out the depleted batteries. Insert a fresh set of 4x AA batteries into the battery pack and slide the battery pack into the battery compartment of the 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.

On my Powerbolt 2, The door can be locked with the Lock button, but the User Code will not unlock the door.

Make sure the User Code is correct and that the Lock 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 Smartcode kepad deadbolt or lever, the batteries drain within one week.

Keypad error.Install a fresh set of batteries and turn switch #3 to the ON position. Test each button on the keypad (one at a time) and listen for a beep on each button press. If beeping is not heard on all buttons, contact Technical Support for further troubleshooting.