Auto Unlock Only Kind of Works

[twood20]

My Auto Unlock seems to be functioning only partially. When I return home the app will tell me the lock is unlocked but when I attempt to open the door the deadbolt is still engaged. When I look at the app the unlock "icon" shows the lock was only partially unlocked. I would say the icon looks like the deadbolt was turned only a quarter of the way. I have to lock the deadbolt and unlock the deadbolt in order to get in the house.

I've already run through all the typical troubleshooting steps including but not limited to:
resetting sesame
changing to new batteries
resetting profile in sesame app

Any thoughts and/or suggestions?

[cim]

Sorry to hear it! Is this issue happening only with auto-unlock and not when you use the Sesame to unlock or when you turn the knob manually? Do you use your use the app to lock/unlock Sesame exclusively or do you also use a key or turn the knob manually?

If you frequently have issues with Sesame not turning fully, there are a few potential causes and solutions:

1) Sesame is not installed directly over the center of the thumb turn and it's getting stuck due to being off-center. Solution: reinstall Sesame on your lock

2) There is a gap around your knob so Sesame isn't accurately reflecting its psition. Solution: fill gap(s) with foam or purchase foam inserts

3) Sesame's motor is defective or too weak for your lock. Solution: take a video of you using Sesame via the app and manually, and send video to sesame@candyhouse.co

4) Turning with your key results in Sesame ending up at different positions than when using the app to lock/unlock. Solution: reconfigure angles while turning with your key

5) Your lock requires turning 350 degrees or more. Solution: if possible, reconfigure your lock position to be within 350 degrees of your unlock position. If this isn't possible, unfortunately Sesame is likely incompatible with your lock. The good news is that our next-generation Sesame will be able to support 360+ degree locks!

However, none of these issues would affect only auto-unlock and not when you unlock with your app otherwise. Could you double check to see if any of the above may be the cause of this issue? We would particularly appreciate if you could send a video of your Sesame malfunctioning to sesame@candyhouse.co so we can take a closer look and help determine the issue. It'd be helpful if you can show how your Sesame behaves when you use the app vs. using the key vs. turning Sesame manually. Thanks! - CANDY HOUSE

[twood20]

Thanks for the input. Here are the answers to your questions:

It only happens with auto unlock.
I use both key and app to unlock.
The sesame lock didn't do this at first it only started happening when I had to replace batteries and then reinstalled the lock.

I have reinstalled the lock several times since the issue first started occurring. Nothing has changed either in the physical parts of the lock, inserts, deadbolt, or door.

If the sesame was not installed properly/directly over the center of the thumb turn would it work properly if I used the app to unlock?

I will try to remember to take a screen shot of the app after auto unlock fails, and I will attempt to shoot a video of the door being locked.

[cim]

Thanks for the information. Is it possible that you're locking the door with your key when you leave? From what you've described, it sounds like auto-unlock has not been triggering at all, since auto-unlock only triggers when the Sesame app considers the door locked. If the app is showing the door to be unlocked when you return home, the most likely possibility is that you locked the door with your key when you left, but due to the key's lock angle not being identical to the configured lock angle, the app considers the door unlocked. As a result, auto-unlock isn't being triggered at all.

It sounds like this issue is caused by scenario 4: a difference in lock/unlock angles when using the key vs. the angles configured using the thumb turn on Sesame.

You can test this for yourself by opening up the app, locking the door with your key, and checking to see if the app is also showing the door as locked. If the app shows the door to be unlocked, you've found the issue. It can be solved by either 1) reconfiguring the angles using your key instead of turning the thumb turn or 2) using only the Sesame app, auto-unlock, and auto-lock to operate the lock rather than using the key as well, in order to avoid the app misinterpreting the lock/unlock status.

Hope that helps! - CANDY HOUSE

[twood20]

It would seem that the problem is as you described. Whenever I lock the door with my key the app shows the door unlocked. I will attempt to resolve the issue using one of the two suggestions you provided.