I’m having a similar issue that others have described where it initially connected and now is no longer recognized by the app. The lock doesn’t respond in any way except for a time when I press the front keypad. Reset does nothing. Have removed the batteries and replace the batteries. Removed it from the cable, also nothing. Initially when it was working, I tried to install the firmware update which failed. It seems like after that is when it stopped working but I’m not entirely sure. How can I factory reset this thing???
My installer said it is defective. At this point I’m ready to agree that it’s it defective and send it back, but I’d rather get it working.
Funny how it works, isn’t it? I’ve been dealing with this for a day and a half and after I post the message I figure it out.
From my reading, I’m guessing the problem started when I tried to install the firmware at what I guess was a bad moment. From there the issue became that the lock would not reset.
I finally got it to reset by disconnecting it from the interior cable and taking out all the batteries. I waited sometime however I don’t know how long or if it matters that I waited. Then I reconnected the interior cable, then I put the four batteries back in ( I had them in my pocket close ). Then I held the reset and the set buttons together at the same time but this time I held them for a long time, at least 30 seconds or maybe longer. Along with disconnecting the cable, that seems to be the trick. After disconnecting everything and then reconnecting, you have to hold those two buttons for longer than expected.
Hi there, as this issue has already been resolved with our support team via email, we’ll be closing this topic on the forum as well. If you have any further questions or run into any other issues, please feel free to reply directly to our support email. Thanks for your support and understanding!