Table of contents
1. The keypad flashes intermittently
Problem: If the keypad flashes intermittently, it indicates that the battery is low and requires charging.
Solution: To resolve the issue, it's recommended to remove the current battery, charge it overnight to ensure it achieves full capacity, and then replace it with a new fully charged battery.
How to fix it: After swapping the battery with a charged one, it's crucial to synchronize it to ensure the Spaces App accurately reflects the battery percentage. To do this, go to Spaces App> select the room affected> the three-dot section, and choose "Sync battery."
2. Handle is broken
Problem: When the SmartLock Pro handle is either broken or feels loose, it is likely that the internal clutch of the lock has been damaged. The clutch is made of stainless steel and may have suffered from an unusual force while attempting to open the door.
Solution: If this occurs, the problem can be rectified by replacing the damaged clutch. We suggest that you remove the lock from the door, unscrew the backplate, and confirm if the clutch is broken. Following this step, reach out to the support team and provide them with a photo or video to facilitate the arrangement of a replacement.
How to fix it: Once you receive the new clutch, you can replace it by following the instructions described in "How to replace the clutch."
3. The power cable is broken/damaged
Problem: If the power cable linking the front and back of the lock is damaged, the lock can not power up, and the lock is turned off.
Solution: The disc can be replaced and this will fix the problem. The solution is to order a new disc for the lock.
How to prevent it: The back plate has a section to weave the cable through to prevent you from drilling it
4. Physical Keys Lost
Problem: In the event of losing the physical keys for the Smartlock Pro, we're unable to provide replacements. However, we can offer a solution by sending you a new key cylinder for replacement.
Solution: Should this situation arise, you can rectify it by requesting a new key cylinder along with two keys. Kindly contact our support team, specifying the quantity needed, and they will arrange the order for you.
How to fix it: Upon receiving the new key cylinder, remove the panel and the screws located at the bottom and install the new key cylinder.
5. The SmartLock Pro's screen goes green but does not open
Problem: While entering the PIN, the SmartLock PRO's screen goes green but it doesn't open the door.
Solution: The first thing you need to check when the SLP's screen goes green while entering an active PIN or using Smart-key but does not open is Arrows. Most likely, it needs to be lined up correctly, and it can cause many issues.
How to fix it: If you are using a single tubular latch, please make sure that the arrow is pointing to "L" if your lock is installed on the right-hand side of the door and 'R' if it is installed on the left-hand side of the door.
If you use a mortise latch, please make sure the arrow points to the Double Latch.
Important: This is a critical step in the setup of the SmartLock Pro. If this is not installed correctly (e.g. arrow pointing up to 'Single' or just slightly off R, L or double latch), there will be no motor noise, and once installed on the door, the lock cannot be unlocked.
If the arrows are lined up correctly, the square shaft is not running from the front to the back of the lock. you need to make sure the shaft is connected to each handle
Inside the box are two different lengths - you might need to use the longer one.
In this case, it is good to contact support via live chat or email at Support@goki.travel and send the video of the process: entering active PIN > lock screen goes green, but you cannot open it.
6. The latch tongue gets stuck, and the handle does not move
Problem: When the latch tongue gets stuck and the handle of the lock doesn't move to open the door.
Solution: The latch needs to be installed correctly.
How to fix it: You need to loosen the three screws slightly, then move the handle up and down until the latch moves freely - or replace the latch. Installation Guide will help you to install the locks properly.
7. Lock Opens when the handle is pushed up
Problem: The door opens by pushing the handle up without any PINs or SmartKeys.
Solution: The issue happens because the Single latch is pointing to the "Double Latch", which has a feature that you can lift the handle, and it will engage a dead latch. Make sure you have the arrows pointed correctly.
How to fix it: For Single Latch, it should point to "L" if your lock is installed on the right-hand side of the door and 'R' if it is installed on the left-hand side of the door.
8. Experiencing issues with WIFI connection
Problem: The SmartLock PROs can't connect to the network or it goes offline.
Solution: You need to go through the requirements to connect a SmartLock Pro (SLP) to a Wi-Fi-enabled network.
How to fix it: You can find Network Requirements - here to check if your network meets them.