Why is my Sifely-S Blue Box version not locking? The lock says “locked,” but the door remains unlocked.
There are several possibilities as to why or how this is happening, but they will often lead to the initial probing question of “When was this first observed?”
- Scenario 1: It was locking fine for a period of time (days, weeks, or months), but it suddenly stopped (this is most likely a hardware failure)
- Scenario 2: It has never locked since the time it was first installed (this is most likely an installation issue)
If it has “suddenly stopped locking,” we recommend the following hardware failure troubleshooting
Possibility: The spindle has somehow moved to an angle that is beyond a built-in structural barrier, and as a result, the motor will no longer disengage the latch
- Electronically (use the app, passcode, or FOB) to test the “unlocking" sound the lock motor makes
- Now hit the “#” symbol on the keypad to hear the “locking" sound (Note: The 2 mechanical sounds should be nearly identical)
- If the 2 sounds are noticeably different (one sound may even sound like a rattle), then it is a strong indication that the motor is not successfully disengaging the latch. (this is a hardware failure)
- There is a possibility that this can be solved through a process involving the careful disassembly/reassembly of the outer panel. For this, we recommend requesting a scheduled video conference with one of our call agents.
- If the lock is still failing to lock and the lock is still within warranty, we would recommend a replacement lock. Contact Sifely Support by emailing firstname.lastname@example.org
If the lock has “never worked since the installation,” we recommend the following installation issue troubleshooting:
Possibility 1. The Spindle is too long for the door thickness: (Rare issue with older batches)
- Prop the door open so that you can see both outer and inner handles at the same time
- While a door is propped open, press the “#” key on the keypad for three seconds or until you hear the lock say “locked”
- After the lock says “locked,” test the handle and see if the outer handle and inner handle move in unison
- If they do move in unison, then it is a strong indication that the spindle is too long for the door. This would usually be the case if the door thickness is ≤ 1 ⅜ inches (35mm).
Note: The only times when the front and back handles are supposed to move in unison is when the door has been unlocked by electronic means or momentarily when the physical key has been applied.
We can replace the spindle with a shorter version. Please reach out to us by emailing email@example.com
Possibility 2. The Lock was not installed correctly.
- Remove the lock
- Reinstall it following the instructions for the Sifely S (Blue Box) below:
If the problem still persists, please contact us at firstname.lastname@example.org