‎Smart lock won't calibrate | SimpliSafe Support Home
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cutepras

1 Message

Sunday, February 2nd, 2020 3:00 AM

Smart lock won't calibrate

Neither of the 2 smart locks I ordered would calibrate. Base is able to add the lock just fine but when it asks to 'lock' the lock manually and calibrate, it fails to calibrate. Says "there was a problem calibrating the lock. Please call us to troubleshoot". Called customer service twice. First, they couldn't figure out so sent me a new lock which ALSO won't calibrate. Second time they made sure system was up to date, asked me to remove the battery from the base (sort of reboot), deleted and added ther lock a couple times, held the test button on the lock for 10 seconds etc. Nothing has worked so far. Please help.

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Updated 

3 months ago

7.2K

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Accepted Solution

dbtripleb

1 Message

2 years ago

I was running into this with a brand new setup and installation. I tried the steps on the website but it didn’t resolve the issue because it turned out to be something with my door and not the device.

My door latch was not lined up perfectly with the plate so it would catch slightly when locking. If you have to push your door in/up slightly in order to lock it then you may have the same issue I had.

To fix it, I sanded the sides of the opening on the plate so the lock could slide back and forth smoothly. Close the door, look through the crack, and watch which way your lock and door move as you lock it. Sandpaper should work but I just used a Dremel. I wanted to start with a clean setup so I removed the device from my keypad and went through the setup process again and it worked first try.

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Accepted Solution

jclemson

2 Messages

2 years ago

SOLVED!

I had difficulties as others have described in getting the door lock to calibrate. Removing and reinstalling, and multiple attempts to calibrate, updated software, replacing batteries, etc etc. and still would not calibrate. And from reading the posts there wasn't much else that could be tried with Simpisafe. So I figured must be an issue with the lock hardware itself.  I put a door lock lubricant on each side of the deadbolt bolt and locked and unlocked manually a couple times to coat the bolt and striker. And....Calibration Successful!!!

Door-Ease Lube Stick is the lubricant I used, anything similar would work too

(edited)

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davey_d

Community Admin

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5.7K Messages

@jclemson​ that's a great tip. The other half of the equation is the deadbolt. If it's already a little difficult to lock and unlock by hand, then the Smart Lock mechanism may have trouble as well!

2 years ago

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hinorhei

1 Message

5 years ago

is this issue already fixed as i am having the same issue with my 2 smart locks?  called customer support and stayed on a call for more than an hour and did a lot of removing batteries both on the workstation and the smartlocks, removing and adding the device but no luck.  they've sent a new locks and hopefully would work.

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scottrocks

1 Message

5 years ago

Having the exact same issue - new lock, trouble adding it, finally added, but will not calibrate.  I did get a prompt from the phone app to update the software (which I did) but still no success.  Spoke to customer support and they are sending me a replacement.  Are there any tips or tricks from folks who have added them successfully?

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wajid

1 Message

2 years ago

I too have same issue. It started after software upgrade. Its been on my door for last one year and I am facing this issue out of blue. Would have been good for SimpliSafe to add some info on it instead of just saying change your batteries. 

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kylerooneyx

1 Message

2 years ago

I am having the SAME issue! First lock wasn’t actually opening the lock so I bought another one “because their CS is awful” and this second won’t calibrate. 

1

Ea333525

6 Messages

They are horrible. I spent 1 1/2 hrs on the phone just to have them tell me they couldn’t find my order so they wouldn’t replace the lock. They can see that I have the lock and it’s serial number on their computer but still wouldn't replace it? They had me try multiple things multiple times in a row with no solution. Looks like I’m out a lock and I will cancel SimpliSafe. 

6 months ago

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Badbass780

1 Message

2 years ago

Same issue here. Did a software update to the lock and wasn’t able to calibrate anymore. Now it won’t work. The system never did communicate with it well, but now its useless. Anyone have success with it yet? 

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dsvingelis

1 Message

@Badbass780​ all the same problems.  Move the base station next to the door with the smart lock.  That worked.  Mine was across the room but recently I moved it just a bit farther across the room.  Apparently this was too far.  Once I moved the base station next to the door -- bingo!!!  It calibrated instantly and now works.

2 years ago

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davey_d

Community Admin

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5.7K Messages

@dsvingelis​ @Badbass780 that's a great idea. If moving the Base Station closer doesn't work, then it might be more of a hardware issue with the Smart Lock. Our Support team can help with a replacement.

2 years ago

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mariomontag

2 Messages

My issue was that the basestation and the keypad did not have the latest firmware.  So, make sure you upgrade both the firmware in base station and the keypads.  If you have not upgraded the firmware in a while, it may take a few back to back upgrades since sometimes these firmwares can't jump from a really old version to a new version in 1 install. 

It took 1 install of new firmware in keypad and after 1 hour, it gave me the option to upgrade the keypad firmware again.  This time it was up to 2.8.0 and the callibration finally worked. I was also on the phone with support for 1 hour and did all kinds of things, but nothing worked.  They have shipped me a new lock, but I was able to figure out the fix with firmwares before the new lock arrives.  

2 years ago

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bmcanalley

1 Message

@davey_d​ This worked like a charm! Thanks

2 years ago

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whitturner

1 Message

I had the same issue after the recent lock firmware update. The lock seemed to go through the calibration steps but always failed. I discovered that the keypad was set to power save mode, and the final step in the process, which is to answer the question "Is your lock in the unlocked position" (or something to that effect) could not be answered because of the power save timeout. The question would disappear before it could be answered. Taking the keypad out of power save mode allowed me to answer yes and complete the calibration process.

I think this is a minor bug in the keypad firmware, so should be corrected in a future update.

1 year ago

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pfeif11001

1 Message

6 months ago

Mine still doesn't say calibrated after these steps.
The base station is connected to WiFi. Placement is ideal since I tried multiple spots. Batteries are good, and the station is plugged in. The lock is fine since I calibrated it with my other address and SimpleSafe account before bringing it down.
I completely removed it from the system up there, so that is also not an issue.

The weird thing is that the lock physically calibrates just fine. It just doesn't register that it calibrated on the keypad. The failed to calibrate error prevents it from fully being connected to the system. Customer support is lost on this one.

(edited)

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jclemson

2 Messages

@pfeif11001​ If you haven't already, you might try doing a factory reset on the lock, and then reinstall it.

‎How to Reset the Smart Lock | SimpliSafe Support Home

(edited)

6 months ago

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emily_s

Community Admin

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3.4K Messages

@pfeif11001​ As jclemson mentioned, you may need to refresh the Smart Lock by resetting it. Once the Smart Lock has been reset, try calibrating it again. 

But if that does not help, we have a guide in our Help Center that will take you through 5 different troubleshooting steps to successfully recalibrate the Smart Lock.

6 months ago

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Chaput87

3 Messages

So what happens when those 5 steps are unsuccessful? 

Mine will calibrate but only when the door is open, and even then it's hit or miss

(edited)

3 months ago

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emily_s

Community Admin

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3.4K Messages

@Chaput87​ If those steps do not help to calibrate the Smart Lock, there may be a hardware issue with the device itself. In that case, please contact our Support team for further assistance. 

3 months ago

0

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