SerosLock Troubleshooting
If you haven’t already, we would recommend reviewing our Get Started With MojoLock article as well as how to use MojoLock Access Codes and Access Options.
These steps will help you ensure your SerosLock was installed and is working correctly before being used for self-showings or for digital access for your tenant.
- Test the Bluetooth lock and unlock feature from the SerosAccess Mobile App. Ensure that you complete this test first, as it will complete some necessary behind-the-scenes configuration steps for your SerosLock.
- From the mobile app, request a one hour code for the current hour.
- Test that code from the lock keypad to unlock the lock.
- Test that you can close the lock from the lock keypad.
- We also would recommend testing the different access code types from the SerosAccess mobile app or from the Digital Access Report.
If any of these tests fail, or if there is a lot of physical resistance when locking and unlocking, we would recommend reviewing the Installing SerosLock article to ensure all steps were completed correctly.
Please note that leaving the SerosLock disassembled or without power for an extended period of time could require you to Reset the Internal Clock.
If you are still having an issue, please Contact Seros Support.
As a security measure, each SerosLock comes with a built-in function (a clear code) to invalidate all in-use access codes.
A clear code will invalidate any access code that has been previously used on the SerosLock. Examples of access codes that will be invalidated include:
- Access codes distributed to residents, vendors and staff.
- Access codes generated by Hourly, Multi-Day or Vacation (in-use).
Obtain and Use a Clear Code
A clear code can be generated for any SerosLock from the Digital Access Report.
To be effective, the clear code generated must be entered physically on the SerosLock keypad within 24 hours.
Upon successful entry of the clear code, all in-use access codes will no longer be accepted by the device.
Limitations
It is important to understand that the clear code only invalidates access codes that have been used at least once on the device.
There is no need to worry about multi-day access codes that may currently be valid but have never been used. This is because all multi-day access codes are automatically invalidated if they are not used within the first 24 hours of their access windows. (See SerosLock Access Codes and Other Access Options for more details on this.)
However, users should be cautious about distributing multi-day access codes with start dates of more than a couple days in the future. The clear code functionality will not invalidate these unused, future access codes.
Check if the batteries are Alkaline batteries or Lithium batteries. Please do not use Lithium batteries with the SerosLock.
- The SerosLock mounting plate may be too tight. Loosen the mounting plate screws slightly and manually operate the bolt using the key. Perform this test during installation with the door open. The bolt should extend and retract smoothly, without binding or drag. A simple adjustment and proper tightening of the mounting plate should resolve any bind or drag.
- The door on which the SerosLock is installed has some misalignment to the door jamb causing the bolt to drag. Many older doors need some kind of trick to get the key to turn a deadbolt, for example, pulling on the doorknob to relieve the binding while turning the key. Once you’ve confirmed the installed SerosLock itself operates smoothly, then test manually with the door closed. If there is any drag or interference between the bolt and the door jamb, you will need to correct the interference for a reliable operation of the SerosLock. A misaligned door can create an issue for a motorized deadbolt of any brand unless the installer takes the time to correct the bolt-to-door jamb alignment. One trick for improving the alignment of the bolt to the door jamb is to install an oversized strike plate. The strike plate has a slightly larger hole for the bolt which reduces the sensitivity to bolt drag. Here is an example of an Oversize Bolt Strike Plate that can be purchased on Amazon.
- The cavity in the door frame may not be deep enough. On older door frames, the cavity that the deadbolt slides into may be too shallow. In this case, the SerosLock may repeatedly attempt to insert, then extract, the deadbolt. You may need to deepen the cavity in the door frame so the bolt has sufficient room to travel.
- The SerosLock may have been improperly installed. Common mistakes could be the improper setting of the LH/RH hinge switch or the incorrect position of the interior knob for the selected hinge type when installing the interior portion of the SerosLock. Specific details for the proper installation can be found in the SerosLock Installation Instructions.
- The SerosLock gear and spring may be misaligned. If the spring arms on the large gear are not in the correct starting position, the lock will not function correctly. This is also true if the actuation pin and magnet are within the spring’s angle. We have documented the steps to troubleshoot and reorient both the gear and actuation pin in the SerosLock G3 Gear and Spring Misalignment Troubleshooting.
- The SerosLock is working in the opposite direction. The entry switch may be set incorrectly. Remove the interior assembly and check the switch setting. See page 9 of the User’s Manual.
- The SerosLock sends an error signal when opening or locking and the deadbolt will not extend or retract properly. Unlock the door using a key or the interior knob. While the door is open, check that the deadbolt operates smoothly. Check for proper alignment of the strike plate and adjust as needed to ensure there is no binding against the deadbolt.
- The SerosLock has no electrical function. Check all batteries to ensure they are new. Check all batteries are installed correctly (+/-). Check to ensure the control wire is connected to the interior assembly.
- The deadbolt mechanism automatically springs back and will not lock. This is usually an installation error. Once the lock gets into this state, it needs to be reset to start working properly again. Separate the front housing assembly from the rear housing assembly, removing the deadbolt from the shaft if necessary. Press the “lock” button on the front housing keypad, the lock will readjust itself into the correct position. Reassemble the lock according to the SerosLock instruction manual. Refer to the SerosLock Mis-installation – Wrong LR and Wrong Rear Knob Position video explaining this procedure.
If you encounter the “Not in Setting Mode” alert trying to add a new SerosLock to your account, follow these steps to correct the issue:
- Repeat the process to add the lock, but make sure you are quick to press a button on the SerosLock keypad then press the Add Device button in the SerrosAccess Mobile App. The lock is in setup mode for a limited duration, and it can fall out of setup mode if too many seconds pass between the keypad press and the add action.
- If the first step does not work, delete the SerosAccess app from your phone and reinstall it. This will ensure you have the latest version of the app on your phone. Then repeat the actions in step 1.
- If you still receive the same error, Contact Serros Support for additional steps.
Each SerosLock has an internal clock that is set when you first add the lock to your account. If the front and back of the lock are disconnected for an extended period, if the batteries run out, if the batteries are removed from the lock for an extended period, or if you change the batteries, the clock may need to be reset for the SerosLock to function properly. You can reset the clock by locking or unlocking the SerosLock via Bluetooth from the SerosAccess mobile app.
Need more help?
If you have any questions or concerns about SerosBox that are not covered above, please send us a message. Our support team will respond as soon as possible.
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