Troubleshooting Smart Lock Patio Door (Bluetooth Model Access and Security)
For iOS users, please use the SecuYou Smart Lock app from the App Store (not SecuYou v2.2)
A) The lock is connected to the app (green / connected) but the UNLOCK button on the lock doesn't work and the padlock icon in the app also doesn't work.
1. Tap "Locks".
2. Tap on the current lock / >
3. Set "Handle Sensor" to off.
Remember that you must have at least FW 4 on the lock for "Handle Sensor" to work. (if you don't have it, see point D)
If turning "Handle Sensor off" doesn't solve the problem, you need to reset the lock, see point B here.
B) Resetting the lock.
1. Delete the lock in the app on all smartphones. See app guide here
2. Press the "PRG" button on the lock for over 5 seconds (count slowly to 7).
3. The LED will then flash green and the lock is reset (see step 6).
4. If you have not succeeded in unlocking the lock, the LED will flash red for 30 minutes.
5. After this, the LED will flash green/red and the lock is reset.
6. When the lock is reset you MUST test the UNLOCK button to unlock and lock without being connected to a Smartphone.
7. Then reinstall the lock in your app.
Note:
Point 4. the reason for the 30-minute timeout is so that a potential thief cannot reset the lock when it's locked and open the door.
Point 5. if you are in doubt whether the lock is reset, you can remove a battery and reinsert it. Both LEDs will flash if the lock is reset.
If you still experience problems with unlocking, see point F.
C) The light on the lock flashes red and the app is not connected to the lock (red / disconnected)
1. The reason is that a device is trying, or has tried, to contact the lock, but with the wrong code.
2. Delete the lock in the app on all smartphones. See app guide here
3. Remove a battery from the lock and reinsert it.
4. Add the lock again with the correct code on all smartphones.
D) Firmware Update (software on the lock)
It is important to update the lock with the latest firmware. For iOS/Apple, the latest is 8.0 and via Android 6.0, see how here.
1. Remove the left battery.
2. Hold the PRG button (use your finger/not a tool) while reinserting the battery - the green LED will now light up constantly.
3. Tap "Locks".
4. Tap on the current lock to be updated, and tap >
5. Select the box with the arrow, top right. See app guide here
(Android menu top left)
6. Tap "upload"
E) If you still experience problems, please send us data on your lock.
1. Tap "Locks".
2. Tap on the current lock and tap >
3. Tap Share data / sign in with Apple
4. Once you have sent the data, please write to us and provide the name of your door. info@SecuYou.dk or via chat.
F) During the development of the SecuYou Smart Lock, we made it possible for you to repair the product yourself.
If your lock does not lock and unlock when reset, you can easily solve the problem yourself. It takes about 5 minutes. See motor fix guide click here
So, if you have a problem with your lock due to a defective part, you can easily replace the part yourself. It takes about 10-15 minutes to disassemble and reassemble the product. See assembly guide click here