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Issue
The lock only locks but
does not unlock, or the
Latch Bolt goes in and
out uncontrollably.
Failed to lock.
The Master PIN Code
cannot be changed.
Failed to scan the QR
Code on the device.
Failed to set up the lock.
I forgot my Master PIN
Code.
One-Time PIN Code does
not work.
22
If the door locks and unlocks smoothly in the open position, then
there is a problem with the door frame.
Make sure the hole in the door frame is drilled a minimum of
1"(25mm) deep to leave enough space for the deadbolt to extend
into the door frame when the door is locked.
If the issue still happens in the open position, then there is a
problem with the lock handing or installation.
Press and hold the Reset Button for at least 5 seconds until you
hear a beep to reset the lock.
If resetting fails to solve it, the lock is probably not installed
correctly. Please re-install the lock and reset it again.
If the solutions still cannot solve the problem, please feel free to
contact us.
Keep the Exterior and Interior Assembly aligned and parallel to
the door edge.
Keep the Latch Bolt parallel to the door edge.
Restore factory settings and reprogram all user PIN codes. Refer to
page 14-16.
Scan the QR Code in a well-lit environment, use the built-in
�ashlight on your phone, or try to scan in an environment with
sufficient lighting.
Ensure enough distance between your smartphone and the QR
Code, and ensure the QR Code is at the center of your phone screen.
Direct lighting or sunlight can cause re�ections that will interfere
with the scanning process.
Make sure the lock is installed correctly.
Insert fresh batteries and make sure that the cable is not pinched.
After installation, reset the lock to factory settings to complete the
lock setting process.
Perform a factory reset to clear all PIN codes. Once the reset is
completed, all PIN codes will be deleted and the Master PIN Code
will be reset to the default Master PIN Code of 12345678.
Check if the Master PIN Code you set in the app is the same as the
Master PIN Code of the lock. If not, change the Master PIN Code in
the Philips Home Access app to the correct one.
Solution
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