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5099250 Troubleshooting English KWRev 01Troubleshooting Guide1Unsuccessful Calibration22Proper Cable Routing53Latch Bolt Operation64Audio/Visual Feedback75Touch-To-Open Functionality106Fob Enrollment137Fob Battery Replacement158Phone Enrollment16Kwikset Kevo :30am – 4:30pm PST Mon-Friday6:30am – 4:00pm PST SaturdayClosed Sunday 2013 Kwikset Corporation
1Unsuccessful CalibrationIf you are experiencing multiple unsuccessful calibration attempts, review thefollowing section and make adjustments as needed.A Device PlacementWhy does it have to be in my front pocket?Larger smart devicesThrough research and testing, we’ve determined that the frontpocket of your pants is the best location for your phone or fob duringcalibration. Placing the device here allows for the most flexibilityduring normal use.If you are using a larger smart device, like a tablet, it may not beable to fit in your front pocket. In this case, see Calibration LocationAlternatives.If you don’t have a front pocket, see Calibration LocationAlternatives.Calibration Location AlternativesYou can experiment with placing your device in your hand,backpack, purse or another pocket during calibration, but it mayrequire that you place it in the same general location duringnormal use (locking and unlocking the door).If you are calibrating in a purse or backpack, make sure to putyour device in the bag’s outermost pocket. During calibration,turn toward the lock (or turn your bag toward the lock) in order toestablish a direct line of sight between the lock and your device.B Device proximity to the lockDuring calibration, stand at an extended arm’s reach from the lock.C Battery cover removedMake sure that you place the battery cover back on the interior sideof the lock before going outside during the calibration process.
D Fob-specific calibration problemsYour fob may be in sleep modeYour fob may be unenrolledMake sure that your fob is not in sleep mode. Press and release thefob’s enroll button (do not press and hold). You should see the fob’sLED flash green to indicate that it is awake.Double-check that the fob you are calibrating has been enrolled inthe lock. To test whether or not it has been enrolled, hold the fobnear Kevo while you touch the deadbolt rose. The fob’s LED willflash green during locking and unlocking. If Kevo doesn’t respond bylocking or unlocking, the fob is not enrolled.See “Fob Enrollment Procedure” on page 13.D Phone-specific calibration problemsYour Bluetooth may be disabledNew eKey hasn’t synced with the lockAlways make sure your phone’s Bluetooth is enabled when you arecalibrating.If a new eKey user is attempting calibration, make sure theytouch the deadbolt rose to operate the lock with their eKey beforecalibration.E EntrywayEntryway layoutMetal appliance or object near the lockSome entryway layouts may prevent you from being able to establishan ideal calibration position (extended arm’s reach directly in front ofthe lock). For example: Your door is at the top of a staircase withouta landing, so your lock is above you. In this case, you may needto hold your device up (only during calibration). See “CalibrationLocation Alternatives” on page 2.If you have a metal appliance or object near the lock, this maydisrupt Kevo’s signal during calibration. Experiment with differentcalibration locations (hand, backpack, purse, another pocket) andproximity of your device to the lock.Someone leaning against the lock interiorThis may interfere with Kevo’s signal during calibration and inhibityour ability to calibrate. Make sure the area surrounding Kevo’sinterior is open and free of obstructions.
F Damaged antenna cableIf the antenna cable (thinner cable inside the lock) is cut or pinched,this could interfere with Kevo’s ability to detect your device.Temporarily remove Kevo’s interior and check for any damage on thethinner cable. If it is damaged, call Kevo support.When replacing the interior assembly, make sure to properly routethe cable out of the way. See “Proper Cable Routing” on page 5.G Accepting an unsuccessful calibrationIf you are still unable to obtain a calibration success after verifyingall of the above and calling Kevo Support, you can still use your Kevolock with your device. Test your device while it is uncalibrated toensure that your Kevo can communicate with it to lock and unlockthe door.WARNING: Accepting an unsuccessful calibration is notrecommended. Your inside-outside security functionalitywill be disabled for your device and your device’sactivation range will be extended both inside and outsideyour home, limiting Kevo’s ability to prevent your doorfrom being unlocked by an unauthorized user while yourdevice is inside.
2Proper Cable RoutingWhen you are installing Kevo’s interior assembly onto the door, make surethat the cables are routed properly in order to avoid cable damage.1Route the thinner cable around the outside of the thickercable’s square connector. When you look straight downthrough the battery compartment, the thinner cable will beto the left of the square connector.2Tuck the thinner cable’s connector behind the backplate(as indicated by the sticker on the interior assembly).Tuck cable hereInserte el cable aquíInsérez le câble ici3Lay the thicker cable flat against the interior assembly.5When pushing the interior assembly onto the mounting plate,pull the excess thinner cable toward the outside, away fromthe spindle.4Make sure that the thinner cable doesn’t lay in front of theinterior assembly’s mounting hole because the cable couldbecome pinched or cut when the interior is mounted on the door.
3Latch Bolt OperationA Door HandingB Door MisalignmentIf your latch won’t extend and retract correctly, the turnpiece isdifficult to rotate, or you hear a clicking sound when trying to rotatethe turnpiece, the Door Handing Process was not performed duringfirst-time battery installation. During the Door Handing Process, thelock learns whether your door is left-handed or right-handed, so ifyou are experiencing the issues above, the lock thinks your door isthe opposite of its actual orientation. Perform the procedure belowto correct the latch bolt.If you have a warped door, or your strike plate is not lining upwith the latch bolt, this may cause problems with latch extension/retraction. Check your door for alignment, and/or reposition thestrike if needed.Door Handing ProcessPerform this procedure while the door is open.1Remove the battery cover and batterypack.2Reinsert the battery pack while pressingand holding the Program button. Releasethe button when the battery pack is allthe way inside the lock interior.4The latch bolt will extend and retract onits own to learn the direction in which itcan move. When you hear the lock beep*and see the Status LED flash green, theDoor Handing Process is complete.5If the status LED turns solid red, this means the Door Handing Process was unsuccessful.This can be caused by low batteries or incorrect door preparation (the drilled holes in the doorare not perpendicular to one another, causing the latch to bind). Make sure to use a fresh setof batteries, and check your door for alignment.*Kevo will only beep if switch #3 is in the ON position.3Press and release the Program buttonagain.
4Audio/Visual FeedbackA Light RingBlue spin, two green flashes, two beeps*Blue spin, amber flash, one beep*UnlockingLockingKevo is unlocking.Kevo is locking.Blue spin, then shutting offBlue spin, magenta flashBlue spin, red flashIf the light ring spins blue but shuts offwithout unlocking or locking, Kevo wasunable to establish a connection withyour device. This could be a reminder thatyou’ve forgotten your phone or fob.Your device is outside of activation range,the area around the lock in which itcan detect your device and respond totouch. When locking or unlocking thedoor, bring your device closer to Kevo byturning toward the lock so that there is adirect line of sight between the lock andyour device. If this happens frequently,recalibrate your device.The lock has detected an unauthorizeddevice within activation range and will notunlock. An unauthorized fob is one thathas not been enrolled in your system, andan unauthorized phone is one with theKevo app installed that does not have aneKey to your lock.If you have your phone with you, makesure that your Bluetooth and BluetoothSharing (inside your phone’s privacysettings) are enabled, and make sure youare signed in to your Kevo app and that it’srunning.The blue spin error could also be becauseyou are standing too close to the door orbecause someone inside is using theirdevice near the lock interior. In eithercase, Kevo’s sensor is getting a strongersignal from inside the house. Touch thelock again after making any necessaryadjustments.If you still see magenta after you’verecalibrated, perform the following test:Hold your device up close to Kevo whileyou touch the deadbolt rose.If the light ring no longer flashes magenta,try calibrating your device again while it’sfurther away from the lock.If the light ring still flashes magenta evenwhen your device is held close to the Kevolock, the thinner antenna cable insidethe lock could be damaged. Remove theinterior assembly from your door andinspect the thinner cable for damage. If itis damaged, call Kevo support.When replacing the interior assembly,make sure to properly tuck the cable outof the way. See “Proper Cable Routing” onpage 5.*Kevo will only beep if switch #3 is in the ON position.You may notice this happen if you areat your door with someone that has anunenrolled Kevo fob or phone. Kevo mayhave detected the unenrolled devicebefore yours, but it stores the data inmemory. The next time you touch the lock,it will skip over the unenrolled devices untilit finds yours.
Red flashingSolid green or spinning greenSystem reset or unsuccessful calibrationCalibration in progressAmber spinningGreen flashingLock rebootingSuccessful calibrationTop two LEDs are solid redBottom LED is solid redSide LEDs flashing redThe AA batteries in the Kevo interior arelow and need to be replaced.The fob battery is low and needs to bereplaced.The deadbolt has jammed. Check yourdoor for alignment and make sure thelatch bolt can operate smoothly.Amber flashGreen flashRed flashDoor is lockedDoor is unlockedThe AA batteries in the Kevo interior arelow and need to be replaced.B Status LED
C Fob LEDGreen flashingSolid greenFob has been awakened from sleep mode, enrollment is in progress,or Kevo recognizes the fob during locking and unlocking.Successful enrollmentAmber flashingRed flashingCalibration in progressFob is entering sleep mode, or the fob battery is low.
5Touch-To-Open FunctionalityA Kevo doesn’t react to touchIncorrect Touch LocationDead or Incorrectly Installed BatteriesMake sure you are touching the deadbolt rose. The light ring will notreact if you touch the face of the lock.Make sure the batteries in the interior assembly are working andcorrectly installed.Improperly routed antenna cableDisconnected or damaged thicker cableTo determine if this is the problem, remove the battery pack andremove interior assembly from the door, but don’t disconnectthe cables. Make sure that when you look through the batterycompartment, the thinner cable is routed to the left of thethicker cable’s square connector and that the thinner cable’sconnector is tucked behind the backplate. See “Proper CableRouting” on page 5.To determine if this is the problem, remove the interior assemblyfrom your door. Inspect the thicker cable for damage. Call Kevosupport if the cable is damaged. If disconnected, insert the end ofthe thicker cable into the square connector on the interior assembly,and make sure the connection is tight. When reinstalling the interiorassembly, make sure to properly route the cables. See “ProperCable Routing” on page 5.Touching Kevo too soon after enrolling yourdeviceAfter device enrollment, Kevo is still processing your device’ssecurity certificate. Wait a few seconds, and try again.Removed Memory CardTamper Mode ActivatedThe memory card is located in front of the battery pack, and shouldNEVER be removed. The thinner cable connects to this card, andcard removal could permanently damage the cable. In this case,the lock cannot be operated by touch, it cannot communicate withyour smartphone or Kevo fob, and it can only be operated with astandard key. To determine if the card was removed, remove thebattery cover from the interior assembly — the black handle of thecard will be easily visible if it is still in place.If the lock is touched excessively, it will go into Tamper Mode toprevent unauthorized access attempts and to keep the battery fromdraining. The lock will return to normal functionality after a shorttimeout period.
B Kevo reacts to touch but doesn’t light upDisconnected or damaged thicker cableTo determine if this is the problem, remove the interior assemblyfrom your door. Inspect the thicker cable for damage. Call Kevosupport if the cable is damaged. If disconnected, insert the end ofthe thicker cable into the square connector on the interior assembly,and make sure the connection is tight. When reinstalling the interiorassembly, make sure to properly route the cables. See “ProperCable Routing” on page 5.C Kevo locks or unlocks without being touched directlyImproperly routed or damaged antenna cableSomeone unknowingly brushed up against KevoTo determine if this is the problem, remove the battery pack andremove interior assembly from the door, but don’t disconnect thecables. If the cable is damaged, call Kevo Support. Make sure thatwhen you look through the battery compartment, the thinner cableis routed to the left of the thicker cable’s square connector and thatthe thinner cable’s connector is tucked behind the backplate. See“Proper Cable Routing” on page 5.If you or someone else is very close to the lock (less than one inch away),Kevo may activate when an enrolled device is nearby.
D WeatherCold climatesWearing GlovesIf Kevo’s metallic touch surface becomes too cold to touch, you cantap your standard key to the deadbolt rose*, and the door will lock orunlock. Be careful not to damage the finish of your lock or door.The Kevo lock may not recognize your touch if you wear normal coldweather gloves, but it will work with touchscreen-compatible gloves.Ice and snowRainHot climatesIf Kevo is covered in ice or snow, you may haveto remove the ice or snow and clean the touchsurface in order to operate the lock by touch.Be careful not to damage the finish of your lockor door.In certain rain conditions, the light ring mayreact to the rain hitting the touch surface.The light may spin blue in this case, but it willnot lock or unlock unless an authorized Kevosmartphone or fob is within activation range.If the Kevo lock’s metallic touch surfacebecomes too hot to touch, you can touch yourstandard key to the deadbolt rose*, and the doorwill lock or unlock as needed. Be careful not todamage the finish of your lock or door.*Results may vary with finish.
6Fob EnrollmentA The fob that came with Kevo isn’t communicating with the lockMake sure that your fob is not in sleep mode. Press and release the fob’senroll button. Do not press and hold the button, as this may cause thefob to enter sleep mode (indicated by the LED flashing red). You shouldsee the fob’s LED flash green to indicate that it is awake.Test the fob with the lock again.If it still doesn’t communicate, perform the fob enrollment procedure below.Fob Enrollment Procedure1Press and release the fob’s enroll button(do not press and hold). The fob’s LEDwill begin to blink green.24Bring your fob and standard key outside with you and test to make sure that Kevo iscommunicating with your fob to lock and unlock.Press and hold the Program button fortwo seconds.3Hold the fob close against the backpanel. The fob’s LED will begin to blinkfaster. When it turns solid green, the fobis successfully enrolled.5If the fob doesn’t communicate withthe lock after you performed the FobEnrollment Procedure, you will need toreset the lock. See “System Reset” onpage 14.WARNING: Resetting your Kevosystem will restore your lock tofactory default settings and deleteall smartphones and fobs fromKevo’s memory.
System ResetWARNING: Resetting your Kevo system will restore your lockto factory default settings and delete all smartphones and fobsfrom Kevo’s memory.If you wish to perform a system reset, press and hold the Resetbutton on the back panel for 10 seconds until the lock beeps andthe light ring flashes red.After a System ResetPhones: After a system reset, you will need to re-enroll andcalibrate your Owner phone. You will still be able to send eKeysat no charge to anyone who previously had an active eKey atthe time of reset.Fobs: After a system reset, all fobs will need to be re-enrolledand calibrated.B Unable to enroll an additional fobIf you are unable to enroll an additional fob by following the FobEnrollment Procedure, reboot the lock (different from a system reset),then try enrolling the fob again.Rebooting the Lock1Remove the battery pack from the lock interior.2Wait a few seconds, then reinsert the battery pack.The light ring will spin amber.
7Fob Battery ReplacementThe fob is powered by one CR2025 battery.1Place the fob on a flat surface, with the fob’s enroll buttonon the bottom.2Use a small coin to twist and pry apart the two halves of thefob. You may need to use force.3Remove the circuit board and battery assembly, and keepthe gasket in the bottom half of the fob.4Slide the battery out from between the two contacts.5Dispose of the old battery according to local laws andregulations.6Insert a new CR2025 battery, sliding it between the twocontacts so that the positive face of the battery touches thepositive contact.7Place the circuit board and battery assembly back into thegasket, making sure that the side of the circuit board withthe LED and button face the gasket.8Press the two halves of the fob back together, making surethey snap into place.
8Phone EnrollmentIf you are having problems enrolling your phone to the lock, verify ALL of the following: Your phone or smart device isKevo-compatibleA Kevo-compatible device has Bluetooth Smart Ready/Bluetooth4.0, and a Kevo mobile app is available for the device. Your device has a data connectionYou won’t need a data connection during normal locking andunlocking, but you do need it for phone enrollment. Your phone is on Your Kevo app is running, and you aresigned in to your account Bluetooth is enabled on your device Bluetooth Sharing is enabled on your device Your lock is responding to touchWhen you touch the deadbolt rose, the lock should spin blue.If it doesn’t, check your cable connections and make sure thebatteries are fresh and installed correctly.Bluetooth Sharing, different from Bluetooth, can be found insideyour device’s privacy settings. Toggle the switch next to the Kevoicon to the ON position.Privacy Bluetooth SharingKevoIf you have verified the above, and you are still unable to enroll yourphone, reboot your phone and the lock, then try enrolling your deviceagain. See “Rebooting the Lock” on page 14.If, after a reboot, you are still unsuccessful, perform a system reset andtry enrolling your device again. See “System Reset” on page 14.Apps that have requested the ability to sharedata via Bluetooth will appear here. Theseapps can share date even when you’re notusing them.
Larger smart devices If you are using a larger smart device, like a tablet, it may not be able to fi t in your front pocket. In this case, see Calibration Location Alternatives. C Battery cover removed Make sure that you place the battery cover back on the interior side of the lock before going outside during the calibration process.
