Step 1: Remove the Disc from the SmartLock
Use the 'removal tool' that comes in the SmartDock box to remove the disc from the lock. Ensure the disc has power & that the battery is properly installed with the yellow dots lining up.
Step 2: Check connector PINs for damage
These 4 PINs connect the disc to the motor. If they are damaged in any way the lock will not function properly.
Step 3: Check the black clips for damage & fix them if necessary
The 'black clips' should all be straight. In the picture above, you will notice one of the clips is bent and is preventing a solid connection with the motor.
Use a screwdriver to pull the clips 4mm towards you & make sure they are straight & symmetrical. This will ensure a much firmer connection with the lock.
Step 4: Place Disc back into SmartLock.
Once the 'Black Clips' are straight, place the disc back into the lock starting with the clip nearest to the 4 PINS. You should hear a clicking noise each time to place the disc into the 4 clips.
After all 4 'clicks' the disc should be solidly in place and you will hear the motor noise again after you enter the Admin PIN.
Each time you change the battery, follow the same process, ensuring that the motor is functioning and the door is opening.
If you have Goki Lock installed, you are trying to open it and the lock screen is getting green, so theoretically it opens, but physically you can not access the room - it means in the Hardware something is not set up correctly.
Still having issues?
Reset the Smart Lock (press and hold the button in the back of the lock).
Note.
The little button inside the lock should beep when you press it for several seconds to reset the lock.
Make sure the spindle is pointed correctly towards the arrows.
Check the orange sticker at the back of the lock and point the arrow on the metal circle to the arrow on the sticker ( L - when the lock is on the left side of the door. B- when the lock is on the right side of the door ).
The screen goes green, the metal key does not open the door, and the door is closed
If the door is closed, you cannot reach the arrows or the back of the lock. Try these steps from the outside, one method at a time:
Enter the PIN. When the screen goes green, lift the handle up as well as pushing it down.
Remove any key, then try the metal key on its own: use the key from this lock's own box, turn it to 120 degrees with light pressure, and move the handle up and down. See The Metal Key is not opening the door.
If none of these opens the door, the issue is mechanical inside the lock and cannot be fixed remotely. In an emergency, for example when a guest cannot get into their room, please call a locksmith to open the door. Then contact the support team and let us know whether you heard the motor when the screen went green, and whether the key turned and stopped or spun freely.