U200 Lock not working 3 days after FW Update

Aqara Products
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1

Hi,

my lock isn’t working anymore. It seems that the motor is simply not turning anymore while making strange noises. I bought it from amazon but I don’t know how to open a support case.

Firmware Version: 3.0.0_0084

Things I’ve done already:

I took out the battery for 10 minutes.
I resetted the lock
Made sure that the battery is full enough

I made a video: https://www.youtube.com/shorts/g5AzLPusC5k

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@SmartLockUser25 Thanks for sharing the detailed info and video link—sorry to hear your U200 lock is giving you trouble after the firmware update.

Given your description (motor not turning, strange noises, steps already tried), here are a couple of things you might want to check based on current guidance:

  1. Pull Spring Function: Sometimes, after a firmware update, the Pull Spring function may need to be restarted. In the Aqara Home app, go to your lock’s settings and toggle the Pull Spring feature off and back on. This can sometimes resolve mechanical issues following an update.

  2. Recheck Battery and Power: You’ve already checked battery level, which is great. Just make sure you’re using fresh, 1.5V alkaline batteries and not mixing old/new ones.

  3. Matter Ecosystem Users: If you’re using Matter, try resetting the Matter connection and rejoining the ecosystem. Long press the “√” button on the U200 keypad, verify your admin password, then press “4” to reset Matter.

  4. Connection Lines: If possible, check that the internal connection lines are secure—sometimes a loose wire can cause the motor to malfunction.

If these steps don’t do the trick, it’s time to reach out to support for further help. Please contact Customer Service Team by Aqara Home App (Profile>Help&Feedback>Customer Service) or scanning the QR code:

400×400 9.45 KB
, which will be efficient; If no Aqara Home account, direct to “Please click here” to create a ticket.

Let us know what you find, and thanks for raising this—your experience may help others in the community, too!

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It doesn’t look like a software to me - more like a hardware problem.
Why you can’t return it to Amazon? It’s quite simple- if you can’t do it by the Amazon homepage, just call the Amazon service , the usually help you to return it and send a replacement.
Which country are you from?

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