Auto unlock not working

[gennarojgalante]

My auto unlock does not work. When I leave my house area I receive a message which says, "goodbye sesame". When I get back in the area it says "hello". But my sesame does not unlock. I have the auto lock feature turned off as I don't want my door automatically locking. But I don't believe this has anything to do with the auto unlocking.

I've tried this with my app running in the background and also tried this with the app open. It will. It auto unlock.

[hsiang]

Hi @gennarojgalante, Please refer to the technical FAQ here - How do I set up Auto-Unlock and How does it work?

[gennarojgalante]

Yes. I performed those instructions. I received the message that Auto unlock is set up. Furthermore, every time I leave or come into my area, I get a message (hello or goodbye). So I know that the GPS is functioning. However, it doesn't seem to send a signal via Bluetooth to open the lock. It seems as if it properly detects my presence, but it doesn't open the door.

The opening and closing of the lock works when I press the icon on the app. So I know the Bluetooth is working. It just doesn't seem to work with the GPS though.

[gennarojgalante]

Any other suggestions?

[gennarojgalante]

I'm still waiting for some help. Please advise.

[hsiang]

Hi @gennarojgalante

Technically, the Sesame app will be waken up when you enter the 100m radius of your Sesame, and your iPhone will connect to Sesame via Bluetooth and send signal to unlock the door; however, the Bluetooth connection and signal strength will diminish greatly with a weak power source or low battery of your iPhone, and may result in erratic behavior with dropping or failed connectivity. In order to solve this problem, please go to Settings > General > Software Update and make sure you have installed any iOS updates waiting. These often include bug fixes, even for issues that are not listed in the brief release notes, and thus should always be installed.

[gennarojgalante]

Thank you for the response. I have the latest version of the app installed. The autouocking has never worked - full charge or less. I've had this feature set up now for about one full month. Not once has it worked.

[joerockt2112]

I've never experienced connecting to my sesame anywhere over 15-20 feet. Even inside my house I still have to walk within 15-20 feet to connect.

[macmarty]

My unlock has never worked nor do I see what you are describing as hello or goodbye. I have turned on the feature but I have to option the app all the time and unlock the door manually. The knock feature does not at all. This was the case on my iPhone 6S Plus and now on my iPhone 7 Plus. Seeing this behaviour on the beta app as well.
I followed the instructions and this is the first time it was asking me for the GPS location. I will report back if that fixed my issues.

I can now confirm that after being able to set the GPS location that Sesame unlocked the door for me.

[gennarojgalante]

This is getting old. Can someone please help troubleshoot my issue outside of telling me how to set it up via the standard link?

[hsiang]

Hi @gennarojgalante

Sorry that I wasn't able to get back to you sooner; I was just checking a few things and QA our app and make that it really works so I can help you with troubleshooting.

Can you please help check:
1. Your Bluetooth is turned on before entering the 100m radius?
If your Bluetooth is not on before entering the 100m radius, the message "Turn On Bluetooth to Allow "Sesame" to Connect to Accessories" will show up. After you turned the Bluetooth on, your phone will connect to Sesame; however, it wouldn't unlock the door for you. That is, your Bluetooth has to be turned on before entering the 100m radius.

2. What's the material of your door? Wood? Steel? Marble?
Bluetooth technology uses radio frequencies, or RFs, to send signals wirelessly from one device to another. When a Bluetooth device is in contact with another wireless device using the same band, the signal can be blocked. Metal objects and electrical equipment emitting strong RFs can also interfere with Bluetooth or block it entirely. From your description, I know that your Bluetooth is working, but could be the material of your door shortened the Bluetooth signal, and Sesame's not able to connect with your door automatically, thus you have to do it manually.

Please let me know the information, and we can help troubleshoot if the auto-unlock function is still not working for you. Thanks! We really hope you can enjoy Sesame and your new key-free life!

Alice

[hsiang]

Hi @joerockt2112 Can you please check if you have things that would interrupt such as filling cabinets, metal doors, refrigerators...etc around/ in your house?

Some physical objects can interfere with RFs more than others. In the case of Bluetooth and Wi-Fi signals, the worst culprits are metal objects like filing cabinets, metal doors, refrigerators and even metal studs in walls. Plaster, concrete and bulletproof glass aren't as bad as metal, but can still interfere with Bluetooth signals, particularly if the objects are thick and the Bluetooth signal is weak. Water, bricks and marble have a medium capacity for blocking Bluetooth. At the bottom of the list are wood, glass and synthetic materials like plastic.

Please let us know so we can help troubleshoot!

Alice

[hsiang]

Hi @macmarty

so Sesame has successfully unlocked the door for you? YAY!!!!!!!

Please let me know if you encounter any other issues. We hope you enjoy Sesame and your key-free life.

Alice

[joerockt2112]

I can understand maybe inside, but when I'm outside, there is only air and the wood door separating the sesame and my phone. 10-15 feet is the best it does. There are electronic devices above the sesame on the 2nd floor, probably 20 feet away. I have a Galaxy S6 on Android 6.0.1

I have a feeling I need to replace the battery. While it shows a charge, I think its weak. I had an issue earlier where the lock would not cycle fully after a few turns. Seems ok now, but still seems to struggle a bit at times, and my deadbolt is as loose as a goose, so its not that.

[gennarojgalante]

My Bluetooth is on. My door is wood. I can u lock my door from a reasonable distance (25 feet or so). But the door does not auto unlock. Please advise.

[gennarojgalante]

Still waiting for help.

[hsiang]

Hi @gennarojgalante

Can you check a couple things for me?

1. What phone are you using? If you're using iPhone 7, it might be your iPhone7's problem. Please refer to some information here: The iPhone 7's Bluetooth Is Totally Screwed Up for Some Users

2. You've set up Auto-Unlock according to the instructions How do I set up auto-unlock and how does it work?

3. The location on the map is correctly pinned.
   

   

4. Your Bluetooth is already on BEFORE entering the 100m radius.

5. There's no other guests sharing the Sesame key with you.

6. Your phone is the only possible Bluetooth connection for your Sesame.

7. You're within the Bluetooth range of your Sesame.

Let me know your answer. I really hope the auto-unlock function works for you.

[gennarojgalante]

1. IPhone 6 Plus
2. Auto unlock set up properly according to instructions
3. Map location is correct
4. Bluetooth is on
5. Nobody else is sharing Sesame
6. My phone is only possible Bluetooth connection.
7. I am in Bluetooth range

One thing I noticed is that Sesame does not show up in my Bluetooth settings like all other devices which my phone connects to.

I can open/close Sesame from my phone - so I know it works. It just doesn't appear as a connection.

[hsiang]

Hi @gennarojgalante

Does your "knock" function work? Also, can you let me know if you ever jailbreak your phone? Sorry that I asked.

Alice

[gennarojgalante]

Knock function works sometimes. Phone is not jail broken.