Key confuses the lock

[Esmir]

So the lock is setup and working just fine, as long as nobody uses the key to lock or unlock
in that case the lock has no clue if it is locked or unlocked, and usualy needs to be calibrated again to work.
This Sucks big time, snice you say that key can be used ( i know as backup )

[cim]

Thanks for reaching out to us! We're sorry to hear you've experienced issues with getting Sesame to work with a key. In our experience, here are a few issues that may cause Sesame to get confused:

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 between the gripper and your knob so Sesame isn't accurately reflecting the knob's position when turned with a key. Solution: fill gap(s) with foam or purchase foam inserts

3) 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

Please give these tips a try and hopefully it will resolve the issue. Thanks! - CANDY HOUSE

[Esmir]

it is centered, but there is a gap, so i will fill it in with foam and try again
tnx for fast response