A100 Troubleshooting

1.Jammed Deadbolt

Possible causes:

• The position of cable is not correct.
• The screws on mounting plate is too tight.
• Low battery level

Solutions：

• Make sure the paddle is slid through the deadbolt and the cable threaded through the door hole,hide the cable in the door in the end

• Removing the lock from the mounting plate,loosening the mounting plate screws half a turn. This will create a small amount of wiggle room to help the lock operate optimally.

• Change the battery and test again
• Pls contact our Customer Care Team at:support@desloc.com （24/7 hours online)

2.The lock keeps warning when I installl the batteries

Possible causes：

• the direction of door's opening is not set

Solutions：

• If the deadbolt is retracted,pls rotate the thumb turn to engage the deadbolt and set the opening direction.

• Pls contact our Customer Care Team at:support@desloc.com （24/7 hours online)

3.I can't open my lock with passcode

Possible causes：

• Wrong passcode
• The battery is discharged

• If you enter wrong passcode three times,the keypad will be locked for 3 minutes.
• Pls change the batteries and try again.
• Pls contact our Customer Care Team at:support@desloc.com （24/7 hours online）

4.Forget my passcode

5.Fail to recognize my fingerprint

Possible causes：

• The battery is discharged
• the finger has dirt or liquid
• the fingerprint scanner is not sensitive

• Change the batteries and try again

• Clean your finger to ensure you’ll be able to unlock your door using the fingerprint scanner without issues.
• There're various ways to enhance the sensitivity of fingerprint recognition in smart locks：

Clean and Maintain the Sensor:

         The fingerprint sensor is the heart of the recognition system, and its cleanliness and condition directly impact its performance. Regularly clean the sensor with a soft, lint-free cloth and avoid using harsh chemicals or abrasive materials that could damage the surface. Ensure that the sensor is free from dirt, oil, and other contaminants that can interfere with the scanning process.

Proper Finger Placement:

         Most smart locks allow you to enroll multiple fingerprints for each user. By enrolling multiple prints (ideally from different fingers), you increase the chances of successful recognition, even if one or two prints are not fully recognizable due to factors like skin moisture or minor injuries.

Update Firmware and Software:

         Manufacturers continuously improve their fingerprint recognition algorithms through firmware and software updates. Keep your smart lock up-to-date with the latest updates to benefit from these improvements. Updated software can enhance sensitivity, accuracy, and overall performance.5.Consider Environmental Factors:

         Environmental factors such as humidity, temperature, and even the presence of certain chemicals can affect the quality of fingerprint scans. If you live in an area with extreme weather conditions or are frequently exposed to certain chemicals, consider taking extra precautions to protect your fingers and the sensor from these factors.

• Pls contact our Customer Care Team at:support@desloc.com （24/7 hours online）

6.Light and Sound indication

         when you use the A100F in the daily life ,you probably find different lights and sounds ,pls check the following table to better understand the A100F.

B200 Troubleshooting

1.Fail to connect to Bluetooth

         If your smart lock isn't connecting to your phone's Bluetooth, follow these steps to resolve the issue:

• Check battery level:Make sure that your lock has enough battery power. A low battery level can hinder the Bluetooth connection. Also, ensure that you are close enough to the lock. Bluetooth connections work best when the devices are within a close range （within one meter).
• Check Bluetooth Settings:Ensure that Bluetooth is turned on in your phone's settings and verify that the smart lock app has permission to access Bluetooth.
• Restart Your Devices：Sometimes, a simple restart can resolve connectivity issues.pls consult your smart lock's manual for instructions on how to perform a reset.
• Pls contact our Customer Care Team at:support@desloc.com （24/7 hours online）

2.Fail to connect  2.4 Ghz network

         Before connect to 2.4 Ghz ,pls check if the frequence band of router is 2.4 Ghz:

• Check the Router's Model and Specifications

         The most straightforward way is to read your router's manual or check its specifications online. Most router manufacturers list the supported frequency bands prominently on their product pages or in the documentation. By typing your router's model number into a search engine, you can often find detailed information about its features, including the frequency bands it supports.

• Look for Physical Indicators

         While not all routers have explicit indicators for their frequency bands, some models might have Check the router's body or the LED lights on the front for any mention of 2.4GHz, 5GHz, or a combined label indicating dual-band support. Keep in mind that the absence of such indicators doesn't necessarily mean your router doesn't support a particular frequency band.

• Log into Your Router's Admin Panel

         Almost every router comes with a web-based administrative interface where you can manage your network settings. To access there, you'll typically need to type the router's IP address into a web browser and log in using the default username and password (these can often be found in the router's manual or on the manufacturer's website).Once inside, navigate to the settings related to wireless networks. Here, you should be able to see the list of available networks (also known as SSIDs) configured on your router. Each network will typically indicate its frequency band (e.g., "MyHome-2.4G" and "MyHome-5G" for dual-band routers).

• Use a Wireless Scanner or Network Analyzer

         If you prefer a more automated way, you can use a wireless scanner or network analyzer tool on your computer or smartphone. These tools can scan the local area for available wireless networks and display information about each network, including its frequency band.For example, on Windows, you can use the built-in Network and Sharing Center to view available networks, although it might not always show the frequency band. For more detailed information, consider downloading a third-party tool like inSSIDer or WiFi Analyzer (available for Android and iOS).

         After connecting, it's important to verify that your device is indeed connected to the 2.4GHz network. Depending on your device's operating system, there are several ways to do this:

• Android and iOS: Go to the Wi-Fi settings and look for the connected network. Tap on the network name to view more details, including the frequency band.
• Windows: Open the Command Prompt and type netsh WLAN show interfaces to see a list of wireless interfaces and their properties. Alternatively, you can use third-party software like WiFiInfoView to get detailed information about your Wi-Fi connection.
• MacOS: Open the Network preferences and click on the Wi-Fi service. Look for the Advanced button and select the Wi-Fi tab. Here, you can see the channel number, which can give you an indication of the frequency band.

3.The G2 Gateway cannot connect to my lock

         Actually,the connection between G2 Gateway and lock is established automatically,when you pair the G2 Gateway successfully,it will starts to search the locks already connected ,If not,try to unlock and lock once via Bluetooth,the connection will be established in general.

4.Fail to unlock my locks remotely

Possible causes:

• The "remote unlock" in TT Lock is not enabled
• The Gateway is offline
• The signal between lock and gateway is weak

Solutions:

• Check if "remote unlock" is on in lock's setting

• Check the status of Gateway

Setup Mode: The red and blue lights are flashing alternately

Working Mode: The blue light is flashing

Network Failure: The red light is flashing

• Check the signal between gateway and lock in App,move the gateway closer to the lock if signal is weak（Path: Gateway>Nearby Locks）

• Pls contact our Customer Care Team at:support@desloc.com （24/7 hours online）

5.Fail to reset the lock

B200 has two ways to reset,pls make sure you follow correct steps:
Reset method 1(Recommended)

6.Low battery warning

Possible causes:

• Wrong warning
• Low battery level

Solutions:

•  Reassemble the batteries and update the battery level in App（Path:Lock'settings>Basics>Battery）

• Change the battery and test again
• Pls contact our Customer Service Team at:support@desloc.com （24/7 hours online）

7.Fail to find it when I add my lock

Possible causes:

• The Bluetooth is off
• The keypad is not activated
• The lock is already paired
• The Master passcode is changed before pairing the lock with App

Solutions:

• Open Bluetooth to add locks
• Activate the keypad while you are searching your lock
• Reset your lock and add again
• Pls contact our Customer Service Team at:support@desloc.com （24/7 hours online）

8.Fail to unlock

Possible causes:

• Low battery
• Wrong Installation
• Wrong door opening direction

Solutions:

• Check the update battery level,if battery is extremely low,change it and test again
• Try to unlock via knob,if it does't work,pls follow our installation video and reinstall
• Once you lock or unlock the B200,it will signify your operation by voice,If the voice said unlock,but the B200 is locked ,(or the voice said lock,but the B200 is unlocked),which means the door opening direction is wrong,the following is the mothods to adjust it.

Method 1:Adjust on keypad(If the lock is not paired with App)

Choose Left-hand Lock

1. Enter *46+🔒
2. Enter Admin Passcode(123456)+🔒
3. Enter 1+🔒

Choose Right-hand Lock

1. Enter *46+🔒
2. Enter Admin Passcode(123456)+🔒
3. Enter 2+🔒

Method 2:Adjust in App（If the lock is paired with App ）

• Pls contact our Customer Service Team at:support@desloc.com （24/7 hours online）

9.My lock is unlocked automatically

Possible causes:

• Wrong door openning direction

Solutions:

• B200 has feature of Auto-Lock,this feature will be Auto-Unlock if the door opening direction is reverse,pls check and choose correct direction.(The steps are the same as above)
• Pls contact our Customer Service Team at:support@desloc.com （24/7 hours online）

10.Fail to lock my door

Possible causes:

• The deadbolt is not aligned with the hole in strike plate
• The dimension of hole in strike plate is not deep enough

Solutions：

• Make sure the door is closed completely and rotate the knob to close the door,try to adjust the strike plate if the deadbolt can't be engaged
• The depth of the hole in strike plate should be more than 1 inch.pls adjust the depth and test again

• Pls contact our Customer Service Team at:support@desloc.com （24/7 hours online）