Issue

  1. After entering a code, the lock sounds like it is trying to unlock but nothing happens. You may hear a clicking sound as though it is responding, but it does not unlock.
    1. With the door open, use the default PIN (1234567890)  to unlock the deadbolt, and use the "lock" button to relock the deadbolt.   If operation is opposite  (ie  it  unlocks when using the lock button),  then handing calibration needs to be performed.
      1. Use the NterNow app to first "Manage" and unpair the lock.
      2. remove the lock serial number from the property ID
      3. Use the NterNow app to Activate. Pay special attention to the calibration step, and select which side of the door the lock is positioned from standing INSIDE the home.
    2. If the bolt moves about 1/4" and then stops,  it is likely the tailpiece was installed incorrect.
      When installing the keypad assembly,  the tailpiece should be Horizonal,  and the deadbolt should be in the retracted position.
      1. Re-install the lock using the following guideline: when sliding the exterior (keypad) half of the lock through the latch, ensure that the flat piece is HORIZONTAL
  2. During the pairing process, the app shows an error that the lock is already paired.
    1. NterNow will need to determine if the lock is paired to another NterNow property or if it was paired to an Igloohome account. Record the "bluetooth ID" from the NterNow app - the screen will show the bluetooth icon and a list of devices. It will start with IGB4.  
    2. NterNow Admin can search this ID in Properties to see if it is connected to another Property. Admin can also search in Inventory to determine when it was initially setup and if the lock is in NterNow's system or if it may be registered in Igloo
      1. If the lock is on another property ID, use the NterNow app to Manage and Unpair from that incorrect property. Then try to pair to the correct property.
      2. If the lock is suspected to be paired to Igloo (some locks have a screen protector film with a qr code that prompts a person to register the lock with Igloo), then the Igloo Customer Service team must be notified to remove the lock.
        1. NterNow Support can use the Slack channel to contact Igloo and request that the lock be removed.
        2. Non NterNow employees should contact Igloo Support at 929-224-0688. Let them know this lock is used for NterNow, but it was accidentally added to an Igloo account. Please delete the lock (share the bluetooth number from above) so that it can be paired to NterNow.