Overview
Common issues with the Module (SmartDisc) itself — the disc, its battery, and its pairing/connection — and how to resolve them.
Note: This article covers the Module (SmartDisc) hardware itself, which is retrofitted into whatever lock body a property already has. It does not cover issues specific to any particular lock body brand or model — if your property's locks have body-specific quirks (e.g. handle mechanisms, spindle alignment), check with the lock manufacturer's own documentation for that hardware.
Important — Disc compatibility: a SmartDisc used with a Module setup and a disc used directly in an older-generation SmartLock are not interchangeable, even though they look identical and the physical removal/charging procedure is the same for both. If a disc from the wrong setup gets connected, it will not work — this can look identical to the symptoms in sections 1 and 2 below (disc not lighting up, reset button not beeping). Always confirm the disc belongs to the correct property/setup before troubleshooting further.
Table of contents
The Disc is not lighting up
The reset button is not beeping
Error code 31
Portal App stops at 30% when connecting a new device
1. The Disc is not lighting up
Problem: When the disc screen is not lighting up, it means there is a connection issue between the disc and its adaptor/module — or, less commonly, a disc from a Module setup being used on a SmartLock (or vice versa). See the compatibility note above.
How to fix it:
Confirm the disc belongs to this specific setup (Module vs. SmartLock) and hasn't been swapped from elsewhere.
Separate the disc from its mount using the removal tool.
Separate the battery and disc too.
Check if all 4 little pins on the disc are whole.
Make sure the disc and battery are connected correctly (pins should be pointed on the battery's little yellow part).
While putting the disc back, push it back in with one hard movement so it connects properly.
Hard reset the Module — see Portal: How to Hard Reset the Module (SmartDisc).
Warning: The reset button should beep when you press it for several seconds.
2. The reset button is not beeping
Note: Make sure you're pressing the button until it beeps — it needs about 5 seconds; pressing it for just a second won't trigger the beep. Also confirm the disc belongs to this setup (see compatibility note above) — a disc from a different setup type can produce the same symptom.
Take the battery module that has been charging all night and replace the battery. Reinsert the disc and hold down the reset button until it beeps.
Check all these steps while replacing the battery — see Portal-How to remove the disc and battery from the SmartLock.
3. Error code 31
Error code 31 is a specific error associated with older Module-based locks. It is not associated with the newer Smart Lock Pro.
If you're getting Error code 31, please follow the steps below:
Take the disc out.
Reset the disc.
Put it back.
Make sure it is placed/connected correctly.
Hard reset the Module.
Close the Portal Staff App.
Turn off Bluetooth.
Turn Bluetooth back on, open the app, and try again.
4. Portal App stops at 30% when connecting a new device
Note: Make sure you're using the latest version of the Portal Staff App — update it if not.
Remove the disc — see Portal-How to remove the disc and battery from the SmartLock.
Reset the disc.
Insert the disc again.
Make sure it is placed/connected correctly.
Hard reset the Module — see Portal: How to Hard Reset the Module (SmartDisc).
Close the Portal Staff App.
Turn off Bluetooth.
Turn Bluetooth back on, open the app, and try again.