Smart door locks add convenience and security to your home—but when they stop working correctly, it can quickly become a hassle. Whether your lock isn’t responding or having connectivity issues, many common problems have quick fixes. In this article, we’ll guide you through troubleshooting steps to get your smart lock back on track.
Why is my door lock in malfunction?
Your door lock could be in malfunction for several reasons. To determine the issue, try these steps:
1. Change batteries. The most common reason a door lock goes into malfunction is because the batteries have died. Make sure you lock has fresh batteries, and that the batteries are in the correct orientation.
Watch this video to learn how to change the batteries in your smart door lock:
2. Determine if you have moved any Z-Wave devices recently. If so, please move that device back to its original location and see if that resolves the problem.
If you’ve tried to the above steps and are still having trouble, please give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.
What does the flashing light mean on my lock?
Our Kwikset smart door locks use an LED guide to indicate lock status. To determine if your lock is a Kwikset lock, look for the brand name look on the number pad. It should say “Kwikset” near the keyhole.
Here’s what the colors mean:
- A green light means it is unlocked.
- An amber or orange-colored light means it is locked.
- A red light means the device has a low battery.
IMPORTANT: If your lock is flashing red, we recommend changing the batteries as soon as possible. If the batteries die completely, you will not be able to unlock the door using your keypad outside or via the Guardian app.
If your lock is not a Kwikset, please check the manufacturer’s owner manual for more information.
Why isn’t my smart lock keypad working?
If the keypad of your smart lock isn’t working, you may need to replace the batteries.
Changed the batteries and still having trouble? We may need to inspect your lock and make repairs. To schedule a service visit with a Guardian technician, give us a call at 1.800.PROTECT (1.800.776.8328). If a specific code on your lock is not working — but you have other codes that are working — please review the instructions here to make sure your code was set up properly.
Why won’t my door unlock?
Here are a few things to check if you are having trouble unlocking your door:
1. Check if pushing the door while unlocking allows the door to unlock.
2. If door unlocks from the Guardian App but not the keypad on the lock, ensure the correct unlock sequence is being used.
3. Check if the lock is showing in malfunction, low battery or any other status in your Guardian App
- If the lock is in malfunction, check your recent activity in the Guardian app for any low battery warnings.
- If a low battery is found, replacing the batteries should resolve the issue.
4. Check if the door locks and unlocks smoothly by physically locking it at the door by hand.
5. Check if the door locks and unlocks smoothly when the door is open.
Still having trouble? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.
Why won’t my door lock?
Here are a few things to check if you are having trouble locking your door:
1. Check that the door is pushed in all the way.
2. Check if pushing the door while locking allows the door to lock.
3. If your door locks from the Guardian app but not the keypad on the lock, make sure you are using the correct lock code.
4. Check if the lock is showing in malfunction, low battery, or any other status in your Guardian app.
- If the lock is in malfunction, check your recent activity in the Guardian app for any low battery warnings.
- If a low battery is found, replacing the batteries should resolve the issue.
5. Check if the door locks smoothly by physically locking it at the door by hand.
6. Check if the door locks smoothly when the door is open.
Still having trouble? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.
Why is my smart door lock indicating a door lock jam/mechanical issue?
This may be an indicator that the deadbolt is unable to extend (or retract) fully. To check if this is the case, follow these steps:
1. Use the Guardian app or the number pad on the lock to lock the door.
2. Check the orientation of the deadbolt handle.
3. Unlock the door.
4. Open the door and lock it again while the door is open.
5. Check the orientation of the deadbolt handle again.
6. If the lock did not fully extend, make sure the door frame slot for the deadbolt is large enough for the deadbolt.
Still need help? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.
Why isn’t my smart door lock code working?
Check to ensure the correct code is being used on the door lock and that door lock access was given to the code. Here’s how to check if you have the correct code:
1. Press the Menu icon.
2. Select Users.
3. Select on the user you would like to check the code for. The code should show in the center of the page.
To ensure the door lock has access to this code and that they are in sync:
1. Select Locks.
2. Ensure the lock toggle switch is to the right/enabled.
3. Press Save.
If your lock is still not working, please change the batteries in the door lock. If the batteries are getting low, codes may not work at the lock.
If you’re using the correct code, and the lock has been given access to the code, please contact Guardian Protection at 1.800.PROTECT (1.800.776.8328) for further assistance.