Premise

Troubleshooting

Can’t pair the ACR/lock to the app

Solution 1:

Reset the lock

1. Dial ** 888 888 # 199 #
2. A single beep should be heard
3. Dial ** 888 888 # again
4. A single beep should be heard
1. If it’s an ACR, the numbers should turn on, counting up from 1. Wait until the beep.
5. Try pairing the lock again

Note: 888 888 is the default management code. If yours is different, replace all mentions of "888 888" with your management code

Solution 2:

Reset the wireless node inside of the lock (ACR)

1. Remove the lock from the door
2. Unscrew the black back panel on the keypad side
3. Locate the small daughterboard, press and hold the button on it for a few seconds
4. Try to pair the lock again

All the numbers are flashing

Green 7 & Red 9 ( / + Tone)

After changing batteries, please sync the clock on KASAccess.com or via the mobile app by going to the lock list, and pressing "Sync Time Now"

I forgot my management code

1. Remove the lock from the door
2. Unscrew the black back panel on the keypad side
1. If this is an ACR, unscrew the bottom screw
3. Press and hold the button in the middle of the board until a second beep
1. If this is an ACR, the button will be located on the top-left of the main motherboard
4. Your lock is now reset, and its management code is now at its default "888 888"

Keypad not lighting up at all / Not responding

Solution 1 (NEO):

Use your key to override the lock

1. Insert the key into the lock
2. While rotating the key, assist the lock by pushing down on the handle at the same time

Solution 2 (NEO):

Charge the lock externally

1. Using a portable battery and a Micro-USB cable:
2. Locate the Micro-USB Port on the bottom of the lock and plug your battery into the port to allow the lock to open.

Note: You may need to press a button on your battery to begin power transfer

Solution 3:

The keypad is locked out due to multiple wrong attempts

1. If multiple wrong attempts are made, the lock may stop responding for a minute as a security measure

Solution 4 (ACR):

Ensure that 12v is provided to the unit

The lock isn’t receiving the PIN numbers from KAS Access

Solution 1:

Ensure the lock is in the correct mode

1. Dial ** 888 888 # into the lock
1. If this is an ACR, the numbers will turn on, counting up from 1. Wait for the beep.
2. A single beep should be heard
3. Try to add the PIN number again
1. If this fails, please hover your mouse over the red square in the Queue Table to see the error code

Solution 2:

Ensure the lock can see a gateway

1. In the KAS Access interface, select "Doors and Locks" and then "ACRs and Locks"
2. Locate your lock and select "Health Check" on the right side
3. Ensure that at least one of the gateways (primary/secondary) are NOT "N/A"
1. If the lock cannot see a gateway, it is either turned off, or does not have good enough reception