Door Not Locking or Unlocking as Expected
Door Not Locking or Unlocking as Expected
Use this guide if the door is not locking or unlocking as you expect.
Work through the steps in order. Each step tells you exactly what to do next.
Step 1 Check the device status
Is the device powered?
❌ No
Follow the Power Checks in the Device Offline guide.
Once power is restored, return here and continue.
✅ Yes
Continue below.
Are events visible in the app?
❌ No
Follow the Device Offline guide to restore connection.
Once events appear, return here.
✅ Yes
Continue to Step 2 Door policy checks.
Step 2 Door policy checks
Is a door policy activated?
Check: Is the policy toggle blue?
❌ No
The policy is not active.
What to do:
- Open the door policy
- Toggle it ON so it turns blue
- Test the door again
✅ Yes
The policy is active.
Continue to Step 3 Reset the device.
Step 3 Reset the device
Try Option A first. If the issue continues, move to Option B.
Option A - App reboot
- Open the app
- Go to Devices
- Tap the three dots (⋮) next to the device
- Select Reboot
Wait for the device to come back online, then test the door again.
Option B - Hard restart (if the issue persists)
- Hold the setup button for 15 seconds
- Release and wait 5 minutes for the device to fully restart
Once complete, test the door again.
Step 4 Check the event behaviour
Open a recent event and look at the padlock icon.
- 🔒 Locked padlock
The system intended the door to be locked
- 🔓 Unlocked padlock
The system intended the door to be unlocked
This helps confirm whether the issue is related to:
- The policy or logic, or
- The physical door or locking mechanism
Still not working?
If the door is still not behaving as expected after completing all steps above, contact Support and include:
- Device power and connection status
- Door policy state (on or off)
- Relevant event links
- Padlock icon state shown in those events
This allows Support to diagnose the issue much faster.
Updated on: 27/01/2026
Thank you!