• Kevo Troubleshooting FAQs

  • The Batteries In Kevo Convert Run Low – Quickly. Possible Reasons Why?
    Due to temperature changes and humidity, doors can become ‘warped’. This is common and more likely for older doors. If that happens, the deadbolt and the strike plate could be misaligned, so the deadbolt might not extend freely into the strike hole.  As a result, there could be strong ‘friction’ as the deadbolt tries to extend. The friction between the bolt and the strike can impact the battery performance of Kevo Convert. More friction means that the motor needs to work harder to lock your door, so your battery life may be impacted. To improve your battery life, make sure you adjust your door prep for the least amount of friction possible.  Follow the steps in the Warped Door Kit Installation Guide.
  • How Do I Adjust My Door For Improved Locking Of Kevo Convert?
    Follow the steps in the Warped Door Kit Installation Guide.
  • The Deadbolt Does Not Lock The Door And Convert Beeps/Lights Up Red.

    This is a ‘bolt jam’ alert. It means that Kevo Convert was unable to extend the deadbolt and your door was not locked. This happens when the door was not shut properly and the deadbolt could not fully extend into the strike hole. Make sure the door is shut properly to avoid a ‘bolt jam’.  

    If you continue to get a bolt jam alert and you find yourself pulling the door shut to avoid a bolt jam, please be aware of the following:

    Due to temperature changes and humidity, doors can become ‘warped’. This is common and more likely for older doors. If that happens, you can help Kevo Convert lock your door by making adjustments to the door to better align the deadbolt with the strike hole. Kevo Convert ideally needs to extend the bolt with the least amount of friction possible for the best performance. Also, please note that friction between the bolt and strike can impact the battery performance of Kevo Convert. More friction means that the motor needs to work harder to lock your door, so your battery life may be impacted.  Please refer to instructions in the Warped Door Kit Installation Guide for adjusting a warped door.

  • My Baldwin Estate Lock Does Not Hand Correctly – It Lights Up Red After Handing.

    If your latch bolt is to the right of your lock when you view it from the inside, simply push the program button one more time to re-initiate handing. This additional step is required to finalize the handing. If your latch bolt is to the left of your lock when you view it from the inside, make sure your batteries are correctly installed and repeat the door handing process, as follows:

    1. Remove the battery pack and press and hold down the Program button.
    2. Fully re-insert the battery pack and then release the button.
    3. Press the Program button once more.
    4. The latch bolt will retract and extend on its own.
  • After Handing, My Schlage Deabolt Shows An Inverted Lock Status In The App.
    Simply flip switch #2 to the top position. This will correct your lock status in the app and the staus LED.

  • What Do The Colors On The Light Ring Mean?

    KEVO AUDIO/VISUAL FEEDBACK

    For Kevo Traditional, please refer to the installation guide under "Light String Notifications" which is on page 10.

    For Kevo Contemporary, please refer to the installation guide under "Light String Notifications" which is on page 10.

  • Recalibrating Your Weiser Kevo Smart Lock To Improve The Touch-To-Open Feature
  • When Should I Consider Resetting My Kevo Contemporary?

    You should consider resetting your Kevo Contemporary when a FOB is lost or stolen or when you want to set Kevo back to factory default settings. If you wish to perform a system reset, press and hold the “A” (System Reset) button on the back panel for 10 seconds until the lock beeps and the LEDs flash.


    WARNING: Resetting your Kevo system will restore your lock to factory default settings and delete all smartphones and fobs from Kevo’s memory.


    Phones: After a system reset, you will need to re-enroll and the paired phone becomes the new “Owner” of the lock. You will still be able to send eKeys to anyone who previously had an active eKey. reset.


    Fobs: After a system reset, all fobs will need to be re-enrolled. Instructions for fob enrollment is available at: here

  • What Do I Need To Do To Replace The Batteries In Kevo 2nd Generation Contemporary?
    1. Slide to remove the interior cover
    2. Remove the battery pack
    3. Replace the batteries

    mceclip0-1.png

  • For My Kevo Contemporary, Why Doesn't A TTO Work When Someone Is Standing Behind The Interior Of The Door?
    Kevo Contemporary has an IR (Infrared) on the interior so if someone is standing right behind the door, a TTO will not work. The intent is to add support to inside/outside technology detection, so if someone is inside the house, and right behind the door, IR will detect ion when someone is on the inside, in case inside/outside algorithm doesn't.
  • What Surface Area On The Kevo Contemporary Lock Do I Need To Trigger To Activate The Touch-To-Open Feature When I’m An Authorized User?

    kevo2-red-tto.JPG

    The rectangular area highlighted is the Touch-to-Open area for Kevo Contemporary.

  • Kevo Activating Without Touching It?
    If you find your Kevo begins to act like it is being touched, without anyone near it, there could be a damaged cable causing this behavior.  If the antenna cable connecting the exterior to the interior becomes damaged during installation, then the exposed/damaged section of the cable can interact with the lock internals causing the lock to trigger a touch event. If this touch event occurs while an authorized phone or fob is active and within Bluetooth range, it may cause the lock to cycle between lock and unlock. Keep in mind the authorized  phone or fob must be active, and within range, for the lock to UNLOCK under these circumstances.  If this touch event were to occur, and the Triple-Touch feature is activated (DIPSW #2) then the lock could LOCK, without an authorized phone or fob active and within range, but not UNLOCK without an authorized phone or fob active and within range.  If the cable is damaged, then the motion of the latch motor moving could further cause more touch events to occur, resulting in the lock continuously cycling by itself. Again this continuous cycling condition can ONLY occur if an authorized phone or fob is within Bluetooth range and active.  If you experience this behavior, contact Technical Support to help resolve your issue.
  • Why Does The Light Ring Flash Red After Calibration?

    If the calibration results in a red flashing light ring at the end of the third touch sequence, then a poor calibration was performed.  This could be due to the position of your smart device/Kevo fob.  When performing the calibration process, keep your device in the front pocket of you pants and remove all other contents from your pocket.  For best results, stand at an extended arm's reach from the lock and align your pocket to establish a clear line of sight between the lock and your smart device.

    If you are still experiencing issues, lock and unlock Kevo by touch without calibrating, cycle power by removing and reinserting the Kevo battery pack, then calibrate.

    If you continue to have calibration issues, call Kevo support.

  • Why Does Kevo Unlock When I Want To Lock?
    The turnpiece may not be turned to its full limit.  This causes Kevo to think that it is still in its previous state.  Make sure to turn the turnpiece or mechanical key to their full limit when using them.
  • Why Does Kevo Lock When I Want To Unlock?
    The turnpiece may not be turned to its full limit.  This causes Kevo to think that it is still in its previous state.  Make sure to turn the turnpiece or mechanical key to their full limit when using them.
  • I Have Installed My Lock But The Latch Will Not Correctly Extend Or Retract/ I Hear A Clicking Sound

    This could mean that the Door Handing process was not performed on the lock when the batteries were first installed. Proceed with the Door Handing process.  If the problem persists, check to make sure that the door and strike plate are not misaligned, that the deadbolt can lock and unlock without friction, and that the latch bolt hole in the door jamb is deep enough for the latch bolt.

    Door handing instructions:


    1.  Remove the battery cover.

    2.  Remove the battery pack from the lock.

    3.  While holding the Program button, reinsert the battery pack, then release the Program button.

    4.  Press the Program button once more, and the lock will go through the door handing process.

    5.  Reinstall the battery cover.

  • When I Touch My Lock My Smart Device Buzzes/Beeps But Nothing Happens

    1. Hold the smart device close to the Kevo deadbolt and touch the lock.  If your smart device doesn't vibrate, and the Bluetooth symbol (located at the top of your screen) doesn't flash, this is an indication that there is no Bluetooth communication.  Make sure the app is open (either in background or foreground) and you are signed in to the correct account in your mobile app.  Make sure Bluetooth is turned on and that Bluetooth sharing is enabled. You can change your Bluetooth sharing settings on an Apple device by navigating to Settings > Privacy > Bluetooth Sharing.

    2. Make sure you are touching the Kevo on the deadbolt rose. The light ring will not react if you touch the face of the lock.

    3. Make sure the batteries in the interior assembly are good and correctly installed. If you are using a Kevo fob, make sure the Kevo fob battery is good.  The Kevo fob's battery is good if its LED flashes green for a several seconds when you press the button on the fob.

    4.  Temporarily remove the interior Kevo assembly from the door, and make sure that both cables are connected tightly and not damaged.

    If you are still experiencing issues, please call Kevo support.

    09/13/2016-Important message to Kevo owners regarding iOS 10

  • I Cannot Pair/Enroll My Smart Device During The Setup Process

    1.  Someone may already be the Owner of the lock.  To reset the lock, press and hold the top left white button for about 10 seconds until the lock beeps and the light ring flashes red. Then retry the enrollment process again.

    2.  Ensure that Bluetooth is on, as indicated by a small icon on the upper right corner of the smart device screen.

    3.  Press and hold the Program button again until Kevo beeps (if sound is turned on).  The Bluetooth symbol in the top right corner of the screen should blink while Kevo and smart device are communicating.

    4.   If the problem still persists, close and reopen the Kevo app.  Make sure the lock is functioning properly by touching the Kevo deadbolt to make the light ring spin blue. If the light ring does not spin blue, check the batteries and all connections.

    5.  Restart the enrollment process.

    If you are still experiencing issues, please call Kevo support.

  • The Lights On My Lock Just Spin Blue When I Try To Lock/Unlock My Door

    This likely means that the Kevo does not see the smart device or fob or it thinks the smart device/Kevo fob is inside. If you are using a smart device, make sure it is on, that Bluetooth is enabled, that you are signed in to the Kevo app and it is running, either in the background or the foreground.

    If using a fob, check to make sure the fob battery is not dead.

    If Kevo is still unresponsive, force close the app and restart the app.
    You may need to calibrate your device or Kevo fob.  If the calibration process fails, indicated by a red flashing light ring at the end of the third touch sequence, attempt the calibration again.  If calibration continues to fail, call Kevo support.

    09/13/2016-Important message to Kevo owners regarding iOS 10

  • Why Does My Lock Flash Red When I Try To Lock/Unlock It?
    The lock flashes red because it senses an unenrolled Kevo fob or smart device is near the lock.  Ensure that your Bluetooth is on and that the Kevo app is running in the background or foreground.  Check your Kevo app under "My Locks & eKeys" to see if your eKey is present and that you have accepted it (not still pending).  For more reliable operation, ensure that the authorized smart device or fob is closer to the outside of the door than any other unauthorized smart devices or fobs in the area.
  • I Tried To Lock/Unlock My Door But I See A Constant Red Light On The Bottom Of The Kevo Lock

    This means that the battery in the Kevo fob is low and needs to be changed.

    TO CHANGE THE KEVO FOB BATTERY:

    1.  Use a small coin to twist and pry apart the two halves of the Kevo fob.

    2.  Slide the battery out from between the two contacts.  Dispose of battery according to local laws and regulations.

    3.  Insert a new CR2025 battery, sliding it between the two contacts so that the positive face of the battery touches the positive contact.

    4.  Press the two halves of the Kevo fob back together, making sure they snap into place.

    NOTE:  As with any lock, we recommend that you have access to a backup key at all times.

  • My Kevo Is Not Beeping
    Ensure that the Sound switch is in the ON position. The Sound switch is the third switch from the left.
  • Why Didn't My Batteries Last As Long As They Should Have?
    Battery life is estimated at 1 year based on 10 uses per day. The more that the Kevo is used, the lower the overall battery life. The highest drain on your batteries within the Kevo system is the motor that drives the lock mechanism. Make sure that the deadbolt and strike are aligned properly so that there is no unnecessary resistance, as this will make the motor work harder to lock/unlock and will drain the batteries more quickly.  Also, make sure that you use all new batteries and not a combination of new and used batteries. 
  • Why Doesnt The Status LED Light Up?
    Ensure that the Sound switch is in the ON position. The Sound switch is the third switch from the left.
  • I See A Magenta Flash On The Outside Of My Kevo When I Try To Lock/Unlock It

    This means that the smart device or Kevo fob that you are using is out of activation range. This range is based on the calibration distance. First try repositioning your smart device or Kevo fob closer to the lock when locking/unlocking. If you are close enough to the door to unlock it manually with a key and you still see the magenta flash, then you should recalibrate your lock. When calibrating, you want to stand at the distance that you normally would when you are locking/unlocking your Kevo with the smart device or Kevo fob in the same location it would normally be (i.e. your pocket, purse or backpack).

     
    If you still see magenta after you've recalibrated, perform the following test: Remove your smart device or Kevo fob from your pocket or purse, hold it up close to outside of the Kevo lock, and touch the deadbolt.

    If the light ring no longer flashes magenta, recalibrate your smart device or Kevo fob once more.

    If the light ring still flashes magenta, the thinner cable inside the lock could be damaged. Remove the interior assembly from your door and inspect the thinner cable for damage.

    If you see damage to the cable or you are still experiencing issues, call Kevo support.

  • I Tried To Lock/Unlock My Door But I See Two Red Alternating Lights On The Sides Of The Kevo Lock
    These lights indicates that the lock was jammed. This can be caused by a misalignment of the deadbolt and strike plate, or  this could indicate that the door was not closed all the way when the Kevo was trying to lock/unlock. If the problem persists, make sure that there is no obstruction between the deadbolt and the door frame and that the lock can fully extend into the door frame.
  • I Tried To Lock/Unlock My Door But I See Constant Red Lights On The Top Of The Kevo Lock

    This means that the batteries in the Kevo are low and need to be changed. If the lock did not engage or disengage when the lights illuminated this means that the batteries are too low to power the motor.

    TO CHANGE THE BATTERIES:


    1.  Remove the battery cover.

    2.  Pull the battery pack out of the lock.

    3.  Remove the old batteries and replace them with new ones, taking care to orient them properly. Do not use a combination of old and new batteries.

    4.  Put the battery pack back in the lock, making sure the word "DOOR" on the pack is at the top with the arrows pointing toward the door.

    5.  Reinstall the battery cover.

    NOTE:  As with any lock, we recommend that you have access to a backup key at all times.

  • Why Is There A Red Light Flashing On The Back Panel Of My Kevo?

    The Status LED flashes red when the Kevo batteries are low. You should also receive a low battery notification in the mobile app, and you will see the Kevo light ring's top two LEDs turn red after you lock or unlock the door. Replace low batteries with new batteries when you see one of these indicators.

    Green flashing means Kevo is unlocked.
    Amber flashing means Kevo is locked.

  • Why Is My Kevo Smart Lock Beeping?

    The lock should beep twice when it unlocks and once when it locks. It will also beep if there is a warning such as a low battery or a jammed bolt.
    To turn the beeping sound off:

    1.  Remove the battery cover.
    2.  Move the third switch from the left (it has a speaker icon above it) to the OFF (downward) position.
    3.  Reinstall the battery cover.

  • Why Won't My Smart Device/Kevo Fob Calibrate?

    If you are using a smart device, make sure that you are reading the entire set of instructions on the calibration page of the mobile app and that Bluetooth is turned on. Keep the device within Bluetooth range during the entire calibration process.  When performing the calibration touch sequence, make sure you have your smart device in your front pocket.  For best results, stand at an extended arm's reach from the lock and align your pocket to establish a clear line with the lock.

    If you are using a Kevo fob, follow the same guidelines used for a smart device.

    If you continue to have trouble, remove and reinsert the Kevo's battery pack to cycle power.
    If you are still experiencing issues, please call Kevo support.

  • I Set Up My Lock But I Do Not See It On My Smart Device
    After being prompted to name your lock, the lock will show in the home screen of the Kevo mobile app. Make sure that the smart device has a data connection during this process. Refresh the screen by going to the main menu, then back to "My Locks & eKeys".
  • My Bluetooth Is On, But My Lock Still Won't Work

    Check to make sure the Kevo app is running.

    If you have verified that your Bluetooth function is turned on and your lock is still unresponsive, your Bluetooth Sharing may have been turned off.

    To turn Bluetooth sharing on for iPhone/iPad/iPod Touch:

    1.  Navigate to Bluetooth Sharing inside your Settings menu (Settings > Privacy > Bluetooth Sharing).

    2.  Verify that sharing is turned on for the Kevo app.  If it is not already on, simply tap the on-off switch to turn it on.

    09/13/2016-Important message to Kevo owners regarding iOS 10

  • I Cannot Confirm My Account/I Did Not Get An Email
    Check your junk mail. Turn off spam filters, if possible. If you are still experiencing trouble, try to set up your account again taking care to enter the correct email address.
  • My Lock Is Unresponsive

    1. If using a smart device, hold the smart device close to the Kevo deadbolt and touch the lock. If your smart device doesn't vibrate, and the Bluetooth symbol (located at the top of your screen) doesn't flash, this is an indication that there is no Bluetooth communication.  Make sure the app is open (either in background or foreground) and you are signed in to the correct account in your mobile app.  Make sure Bluetooth is turned on and that Bluetooth sharing is enabled. You can change your Bluetooth sharing settings on an Apple device by navigating to Settings > Privacy > Bluetooth Sharing.

    2. Make sure you are touching the Kevo on the deadbolt rose. The light ring will not react if you touch the face of the lock.

    3. Make sure the batteries in the interior assembly are good and correctly installed. If you are using a Kevo fob, make sure the Kevo fob battery is good.  The Kevo fob's battery is good if its LED flashes green for a several seconds when you press the button on the fob.

    4.  Temporarily remove the interior Kevo assembly from the door, and make sure that both cables are connected tightly and not damaged.

    If the problem persists, call Kevo support.

    09/13/2016-Important message to Kevo owners regarding iOS 10

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