Troubleshooting: Door Jamming and Door Handing
Problems
The lock beeps, the Checkmark and Lock symbols alternate flashing, and the door cannot lock.
The door handing process does not happen automatically when the batteries are installed.
The touchscreen indicates a failure after the door handing process.
The deadbolt latch does not extend or retract on its own during the door handing process.
The lock jams and the turnpiece does not rotate.
or
The lock beeps, the Checkmark and Lock symbols alternate flashing, and the door cannot lock.
Check for the following:
The wrong deadbolt latch is installed.
The hole in the door is misaligned.
The deadbolt latch and strike are misaligned, causing the latch to bind.
The lower latch and lower strike (for your knob or lever) are misaligned, putting too much load on the deadbolt latch.
The hole in the door frame for the latch bolt is not drilled deep enough.
The mounting plate is placing tension on the torque blade.
The clutch is disengaged.
The door handing process does not happen automatically when the batteries are installed.
Check for the following:
The touchscreen indicates a failure after the door handing process.
or
The deadbolt latch does not extend or retract on its own during hte door handing process.
Check for the following:
The wrong deadbolt latch is installed.
The Premis deadbolt requires a tapered latch bolt for ease of operation. If the latch being used is from an older lock, it will likely not have a tapered latch bolt. Remove the lock from the door, including the old latch. Replace with the new tapered latch that came with the lock and reinstall the lock.
The hole in the door is misaligned.
Disassemble the lock, and reinstall it without the adapter ring on the exterior side of the door.
The deadbolt latch and strike are misaligned, causing the latch to bind.
Adjust the tab of the lower strike (for your knob or lever) to help align the upper latch and strike so that the latch bolt enters the strike when the door is locked.
The lower latch and lower strike (for your knob or lever) are misaligned, putting too much load on the deadbolt latch.
As a test, rotate the turnpiece on the deadbolt so the latch is retracted (unlocked), and close the door. If you have to push, pull or lift the door to get it to close, adjust the position of the lower strike.
The hole in the door frame for the latch bolt is not drilled deep enough.
Make sure the hole in the door frame is drilled at least 1” (25 mm) deep.
The mounting plate is placing tension on the torque blade.
Attempt to lock and unlock the door with the key. If it is unable to rotate, remove the interior assembly from the mounting plate.
Test the key again. If it is still unable to rotate, loosen the screws on the mounting plate and reposition the plate so there is no tension on the cylinder torque blade. Make sure the latch bolt can operate smoothly with the key, and reinstall the interior assembly.
The clutch is disengaged.
Remove the interior cover and battery pack. Remove the interior assembly from the door. Verify that the lock can be operated smoothly with the key while the interior is removed. Install the interior cover on the interior assembly, making sure to align the turnpiece with the shaft. Attempt to rotate the turnpiece to the vertical position. If it cannot rotate to the vertical position, the clutch has become disengaged.
Rotate the turnpiece 180° clockwise (you will need to use force when rotating the turnpiece, and you will hear it click). This will re-engage the clutch.
Reinstall the interior assembly on the door and replace the battery pack and interior cover.
