Answer

On my 905 Keyless Deadbolt, when the door is closed and the lock/unlock button is pressed to lock/ unlock the door, the motor runs, but the latch doesn’t extend/retract.

The hole in the door frame behind the strike is NOT drilled at least 1 in (25 mm) deep. Make sure the hole in the door frame behind the strike is drilled at least 1 in (25mm) deep. The strike plate is NOT aligned with the latch bolt. Make sure the strike plate is aligned with the latch bolt. If needed, reposition the strike.

Read More

Answer

On my 905 Keyless Deadbolt, door handing and user codes are set and the motor is activated but the lock cannot be locked or unlocked (or the latch runs in the opposite direction).

Incorrect door handing direction. Re-do the door handing instructions.

Read More

Answer

On my Smartcode 909/910, the deadbolt latch does not extend or retract on its own during the door handing process.

The door handing process was not performed correctly. Make sure to press and hold the Lock button until the battery pack is fully inserted into the interior assembly and the latch bolt starts to move on its own. The latch is installed upside down. For Smarcode 909 see page 8 here. For Smartcode 910 see page 8 here. The mounting plate is placing tension on the torque blade. The clutch is disengaged. For Smarcode 909 see page 7 here. For Smartcode 910 see page 7 here. The latch and strike are misaligned, causing the latch to bind. If you have not already done so, perform the door handing process while the door is open. If it is successful only when the door is open, the latch and strike are not aligned as they should be. Ensure door preparation is in accordance with the door drilling instructions, available online. The keypad is unresponsive. Make sure switch #3 is on. Use a fresh set of batteries and perform the door handing process. If the latch does not extend or retract, and the lock does not beep, press each individual key on the keypad (one at a time) and listen for beeping sound. If no beeping is heard, this is a keypad error. Contact Technical Support for further troubleshooting.

Read More

Answer

On my Smartcode 909/910, the latch bolt is not moving in the correct direction and the turnpiece will not rotate.

The door handing process was not executed during installation, and the lock does not know the orientation of the doorPerform the door handing process:1. Remove battery pack by unscrewing interior. 2. Press and hold the Lock button while installing battery pack. Hold the unlock button until the latch bolt starts moving on its own.2. Did the latch bolt retract and extend on its own when the battery pack was installed?No? Press and hold the Lock button while installing battery pack

Read More

Answer

On my Smartcode Deadbolt, the deadbolt latch does not extend or retract on its own during the door handing process.

Four possible issues: 1. The door handing process was not performed correctly. Make sure to press and hold the Lock button until the battery pack is fully inserted into the interior assembly and the latch bolt starts to move on its own. 2. The mounting plate is placing tension on the torque blade. For 913 - See page 10 here. For 914 - See page 10 here. For 915 – See page 12 here. For 916 – See page 12 here. 3. The latch and strike are misaligned, causing the latch to bind. If you have not already done so, perform the door handing process while the door is open. If it is successful only when the door is open, the latch and strike are not aligned as they should be. Ensure door preparation is in accordance with the door drilling instructions, available online 4. The keypad is unresponsive. Make sure switch #3 is on. Use a fresh set of batteries and perform the door handing process. If the latch does not extend or retract, and the lock does not beep, press each individual key on the keypad (one at a time) and listen for beeping sound. If no beeping is heard, this is a keypad error. Contact Technical Support for further troubleshooting.

Read More

Answer

My handleset won't go through the opening of the latch.

1. Hold the handleset on the exterior side of the door and make sure the round edge of the spindle faces the door edge. 2. IF IT IS NOT, pull the spindle out and rotate 180 degrees. Note: The spindle is spring loaded and will retract back when released. 3. Press the latch bolt. 4. Insert the spindle through the latch opening, with both round edges facing the door edge.  

Read More

Answer

On my Home Connect 620, what should I do if my bolt jams, doesn’t lock/unlock smoothly, or the batteries need to be replaced often?

A: Home Connect 620 may not have been ‘handed’ properly.  (The ‘handing’ process tells the lock which direction to extend the deadbolt.)  Home Connect 620 will automatically determine the bolt direction the first time it is powered up and after the first motorized operation.  If you need to re-hand the lock, please see installation guide. A: Home Connect 620 might be jamming.  Check that the bolt hole is at least 1” deep so the bolt fully extends.  Check that the door closes properly so that when the deadbolt is extended, it is going into the bolt hole and not hitting the deadbolt strike or door frame.  Check that the mounting screws securing the exterior keypad are not over-tightened.  Please see (link to warp door guide) for additional information. A: For new installations, please be sure to check that the lock was installed with the latch extended and in the lock position.

Read More

Answer

When I try to lock the Home Connect 620 deadbolt, it makes noises but doesn’t lock.

A: Home Connect 620 may not have been ‘handed’ properly.  (The ‘handing’ process tells the lock which direction to extend the deadbolt.)  Home Connect 620 will automatically determine the bolt direction the first time it is powered up and after the first motorized operation.  If you need to re-hand the lock, please see installation guide. A: Home Connect 620 might be jamming.  Check that the bolt hole is at least 1” deep so the bolt fully extends.  Check that the door closes properly so that when the deadbolt is extended, it is going into the bolt hole and not hitting the deadbolt strike or door frame.  Check that the mounting screws securing the exterior keypad are not over-tightened.  Please see (link to warp door guide) for additional information. A: For new installations, please be sure to check that the lock was installed with the latch extended and in the lock position.

Read More