The app or hub shows the wrong state

Locksure reports what it saw at the last turn. If the last turn was missed, or the direction setting is reversed, the displayed state is out of step with the door until the next turn. Here is how to tell which it is.

Right after fitting: every state is reversed

Lock the door and watch the monitor. If it flashes amber when you lock and cyan when you unlock, the direction setting is the wrong way round for your lock. Give the settings pin on the side of the monitor a short press with the settings tool: the monitor moves to its next fitting setting (there are four) and saves it. Then lock and unlock the door and check the hub or app shows locked when the door is locked; if not, press once more and test again. Everything downstream (hub, app, home app) follows the monitor, so this one change fixes all of them.

Usually right, wrong just now

One turn was missed. Turn the lock to the opposite state and back. The display corrects itself on the next turn it sees. If this happens often on one door, see Not detecting: the magnet gap is the usual cause.

Shows Open when the door is closed (Matter magnet fitted)

• The magnet is too far from the sensor when the door is shut. Add a thin spacer behind the magnet or move it closer.
• The magnet is off to one side of the sensor body. It should sit directly opposite.
• The door does not close to the same position every time (a dropped door or a warped frame). Check the gap with the door pulled firmly shut.

See Fitting the Open/Close magnet.

Key turn door: inside and outside disagree

With the Original range, the hub treats both monitors as one door and takes the latest change from either side. If one side is never updating, that monitor is the one to check. With the Matter range and no Locksure Matter Hub, the two sensors are two separate tiles in your home app, so the tile for the side that was not used will show the earlier state. That is expected; the Locksure Matter Hub combines them into one door.

The state is right on the monitor and hub but wrong in the app

The app has not received the latest update. See App not updating.

A rule of thumb

Locksure cannot invent a state; it only reports turns it saw. If the display and the door disagree, the next turn resolves it. If they disagree every time, it is the direction setting. If they disagree now and then, it is detection.

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