Locksure is not detecting a lock or unlock

Work through this in order. The first three steps find the problem in most cases. The test for every step is the same: turn the lock and watch the monitor’s light.

First, which of these is it?

• No flash on the monitor when the lock turns. The monitor did not see the turn. Go to steps 1 to 4.
• A flash, but the wrong colour (amber when you lock, cyan when you unlock). The direction setting is reversed. Go to step 5.
• The right flash, but the hub or app did not change. The monitor is fine; the message did not arrive. Go to App not updating or Hub offline.

1. Matter sensor: wake it up

A Matter sensor that was left unpaired goes to sleep. Take the battery out for a few seconds and put it back; the sensor starts setup again. Then turn the lock and watch for the flash. If you pressed the settings pin instead, check afterwards that locking shows locked; if not, see step 5. (Original monitors do not need waking; skip to step 2.)

2. Check the battery

Push the battery out and refit it, positive side as marked, then turn the lock and watch for the flash. If there is still nothing, try a new CR2032 (Panasonic or Varta). Not every CR2032 meets the specification; cheap cells can read fine and still fail under load. See Battery.

3. Check the magnet

This is the most common cause on a thumb turn door.

• The magnet must sit on the thumb turn rod, facing the monitor, and pass the monitor’s face as the turn rotates. If it has slipped round the rod or come off, reseat it as in step 10 of the fitting guide.
• The gap between the magnet and the monitor matters. If the monitor sits too far forward of the barrel (too many spacers) or the thumb turn head is unusually long, the magnet passes too far away. Remove a spacer or move the magnet closer to the monitor.
• Key turn: check the key disc is seated and turns with the key.

4. Check the monitor itself

• Is it square to the door, with the barrel properly in the cut-out? A monitor that has sagged on the adhesive will miss the magnet. Press it home, or refit with a fresh pad after cleaning the plate.
• Was the plate cleaned before fitting? Grease under the adhesive lets it creep.

5. Wrong colour: change the direction setting

Some locks turn clockwise to lock, some anticlockwise, and the monitor also needs to know which side of the door it is on. The settings pin on the side of the monitor sets both. Give it a short press with the tool: the monitor moves to its next fitting setting (there are four) and saves it; an Original monitor also restarts itself. Then lock and unlock the door and check the hub or app shows locked (cyan) when the door is locked. If it still reports the wrong way round, press once more and test again. After four presses you are back where you started. On a Matter sensor, do not hold the pin for ten seconds or more: that factory resets it.

6. It works, but occasionally misses a turn

A very fast or very slow turn, or a turn that stops halfway, can occasionally be missed. If the hub or app still shows the old state, turn the lock back and forward once. The next turn is picked up and the state corrects itself. If one door misses turns regularly, the Locksure app has a High Performance option in that door’s settings; it uses more battery and takes effect at the next turn of the lock. If misses continue, send us a short video of the turn and a photo of the fitted monitor and we will look at the magnet position with you.

7. The flash is there but the hub never updates

Move the hub closer to the door for a test. Bluetooth range is about 5 to 7 metres and walls reduce it. If the hub updates when close, the fix is placement: see Range and placement. If it never updates even when close, re-add the door on the hub: see Pairing problems.

Still stuck?

Email [email protected] with: which product, a photo of the fitted monitor from the side so we can see the magnet gap, and what the light does when you turn the lock. We reply by email and can send replacement adhesive pads or spacers if that is the fix.

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