J

Tue, Jul 27, 2021 8:15 PM

Deadbolt Jammed For Manual Usage (Works perfectly from keypad or app)

Hi, I have two Simplisafe deadbolts that I purchased a couple of months ago. The electronics work perfectly, when the lock is unlocked or locked from the keypad or app they work perfectly every time. However, probably about 75% of the time, when I try to use the key or the manual knob, the device is jammed. When this happens, opening/closing the lock from the kepad or app still works perfectly.  The lock bolt is smooth and new, nothing is mechanically blocking the bolt from moving.

Is this a known issue?  Both units have the same behavior and were purchased at slightly different times from different sources.

It seems like this is a dangerous problem as it prevents getting into or out of the house quickly using the manual options (knob/key).

Thanks for any help or ideas.

Community Admin

 • 

2.9K Messages

Il y a 1 a

Hi jongarrison,

We should replace that Smart Lock for you. Have you already been in touch with our Support team about this? I'll be requesting that someone reach out.

- Johnny M.
SimpliSafe Home Security

4 Messages

Il y a 1 a

Just wanted to update here for others that might be seeing this issue.

Simplisafe support did get in touch with me and we tried a number of things with some positive/mixed results. The support experience (with Christopher) has been excellent. A full reset of the firmware on the door lock seemed to significantly lessen the jamming of manual operation. After some additional testing after the call, where I was locking and unlocking the door from the app, the jamming occurred 3 out of 15 times or so. This is a vast improvement, but still an issue.

I'll update here again when we have things worked. Thanks for the excellent response from Simplisafe!

15 Messages

Il y a 1 a

I had a similar issue, which I ultimately resolved by replacing the deadbolt. It still does it a little, but much less.

If you turn the knob slightly in the wrong direction first, you should free it up. I also note that the jamming only occurs after a powered lock or unlock, never after a manual turn.

15 Messages

Il y a 1 a

I have some additional data.

I ordered a new smartlock the other day, since it was on sale, and I wanted a second one for another door anyway, plus I was redoing my front door and thought a black smartlock would match better than my old white one. I went through the setup, and everything seemed fine, until after the calibration was done. At that point, I tried turning the knob manually, and it wouldn't budge. (I couldn't even do the wiggle thing.) So, I turned it a little harder, and... well, I wouldn't say it came loose exactly, but I was able to turn it all the way, and after that it was fine, manually. But it quit working automatically. It didn't respond at all. I tried recalibrating it, and it just refused. I tried removing and re-adding it; no difference. I tried taking out the batteries, leaving it for a while, and then re-adding it. Ultimately it wouldn't even register. (The only thing I didn't try was the factory reset I since saw mentioned elsewhere. I guess I'll do that later.)

So, I took it off and put the old smartlock back (still using the new deadbolt). I went through the same process of re-adding it, and got to the same point -- no manual turning possible. Instead of forcing it, this time I locked and unlocked it via the pin pad, and after that -- and one brief wiggle -- it seemed OK.

BTW, the first deadbolt I mentioned in my previous post was some nameless thing supplied by a locksmith, using a Schlage keyway, that was then about ten years old. The smartlock knob came out at odd angles (open and locked positions weren't symmetrical), and like I say, it didn't work well (although it had been OK as a deadbolt). I'd replaced that with a cheap Kwikset, and for the new project, I replaced both the handle and deadbolt with a nicer Kwikset pair. With both Kwikset deadbolts, the knob stops at about a 45 degree angle for each position. I hope this info may help diagnose the issue. (The exact handleset I bought is: https://www.amazon.com/gp/product/B008YB65NS )

15 Messages

I tried the factory reset. I got one flash, and that was it -- it still wouldn't pair, and it wouldn't even reset again (assuming that's what the one flash was).

15 Messages

Il y a 1 a

If I can summarize --

I don't know the inner workings of the smartlock, but basically, it seems to me that it should be doing this, whenever an automated turn is requested:

1. Grab the knob.
2. Turn it.
3. Release the knob.

Instead, we're seeing this:

1. Grab the knob.
2. Turn it.
3. (nothing)

Step 3 never happens. It should release the knob, every time, after it turns it (either way). But it doesn't.

1 Message

Il y a 4 m

I have the same problem as the original poster --- everything was perfect for the first few months, then one lock and, a few days later, the other lock stopped working manually.  Grrrr!  I've told lots of people about the great experience with simple installation etc., and this is indeed a disappointment.  Do I really want to get into it with customer support, firmware, and so on?  Uh, no.

Community Admin

 • 

2.9K Messages

@nvf​ apologies for the trouble. Have you already updated both Smart Locks to the latest firmware? That might help resolve the issue and prevent it from happening in the future.

1 Message

I have the same problem that actually started after updating to the latest firmware. Huge safety issue that needs to be fixed asap.

Community Admin

 • 

2.9K Messages

The latest Smart Lock update (1.4) should be having an opposite effect. Have you already attempted re-calibration through the Keypad Menu?

You would also of course want to make sure that your Base Station is also updated.

15 Messages

Il y a 2 m

This problem may be related to the deadbolt not extending fully. It turns out that the locksmith who first added a deadbolt to my front door didn't drill out the hole on the jamb to the full depth it was supposed to be, even though deadbolts seemed to work well. I was getting about 90 degrees of turn on the Simplisafe turner. While working on a different door, I saw that it could (should) go a bit further -- maybe 110 or 120 degrees. I dug out the hole, and got the additional rotation. I recalibrated the lock, and so far, there seem to be no issues.