Common physical and connectivity issues with the SLP, and how to resolve each one.

Table of contents

Problem: If the keypad flashes intermittently, it indicates that the battery is low and requires charging.

Solution: Remove the current battery, charge it overnight to ensure it achieves full capacity, and then replace it with a fully charged battery.

How to fix it: After swapping the battery with a charged one, it's crucial to synchronize it to ensure the Portal Staff App accurately reflects the battery percentage. To do this, go to Lock Details > Sync Info.

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 zinc alloy and may have suffered from unusual force while attempting to open the door.

Solution: If this occurs, the problem can be rectified by replacing the damaged clutch. Remove the lock from the door, unscrew the backplate, and confirm if the clutch is broken. Then reach out to the support team with a photo or video to arrange a replacement.

How to fix it: Once you receive the new clutch, replace it by following the instructions in Portal: Smart Lock Pro (SLP) – Replacing the Clutch.

Problem: If the power cable linking the front and back of the lock is damaged, the lock cannot power up, and it is turned off.

Solution: The disc can be replaced and this will fix the problem — order a new disc for the lock.

How to prevent it: The back plate has a section to weave the cable through, to prevent drilling through it.

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 a new key cylinder for replacement.

Solution: Contact support 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.

Problem: While entering the PIN, the SLP's screen goes green but it doesn't open the door.

Solution: The first thing to check when the SLP's screen goes green while entering an active PIN or using a Key but does not open, is the arrows. Most likely it needs to be lined up correctly.

How to fix it: If you are using a single tubular latch, make sure 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, make sure the arrow points to Double Latch.

Important: This is a critical step in the setup of the SmartLock Pro. If not installed correctly (e.g. arrow pointing to "Single" or 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 may not be running from the front to the back of the lock — make sure the shaft is connected to each handle. Inside the box are two different lengths; you might need to use the longer one. If unresolved, contact support and send a video of the process: entering active PIN > lock screen goes green, but you cannot open it.

Problem: 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: Loosen the three screws slightly, then move the handle up and down until the latch moves freely — or replace the latch. See the Installation Guide for the full mounting steps.

Problem: The door opens by pushing the handle up without any PINs or Keys.

Solution: This happens because the arrow is pointing to "Double Latch" on a single-latch door, which has a feature that lets you lift the handle and engage a dead latch. Make sure the arrows are pointed correctly.

How to fix it: For a 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.

Problem: The SmartLock Pro can't connect to the network, or it goes offline.

Solution: Go through the requirements to connect an SLP to a Wi-Fi enabled network.

How to fix it: Check the Network Requirements to confirm your network meets them, then follow Connecting & Reconnecting to Wi-Fi.