Troubleshooting - Philips 5000 Series User Manual

6 Troubleshooting

Issue
The Latch Bolt does
not operate correctly
after installation.
The lock does not smoothly
lock or unlock while using
the Thumb Turn.
Failed to set up the lock
in the app.
Failed to connect to
Wi-Fi.
Failed to add the device
via Bluetooth.
Failed to Scan the QR
Code on the device.
Make sure the backset on the Latch Bolt is set to the proper
length. Refer to page 8.
Make sure the latch bolt is retracted before installation. Refer to
page 9.
Restore the lock to the default settings. Enter the default Master
PIN Code to set up the lock.
Con�rm the Mounting Screws are properly installed.
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.
An unstable Wi-Fi signal affects the connection between the
device and your Wi-Fi router. It would be best if you strengthen
the Wi-Fi signal to the device to ensure it operates properly.
Check your available networks. Make sure your lock is connected
to a 2.4GHz Wi-Fi network or "dual-band" Wi-Fi, which supports
both 2.4GHz and 5GHz frequency bands.
Check to make sure you have entered the correct Wi-Fi password.
Ensure your Wi-Fi password is less than 26 characters and does not
contain Spaces.
Try performing the setup on a different mobile device.
Perform a factory reset to repeat the setup process.
Make sure your smart lock has enough power, and your phone is
close to it.
Check your phone's Bluetooth settings and ensure it's turned on.
If you have an Android device, enable the Location Service.
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.
Solution
25