No Response - Sesame keeps disconnecting

skarbro 2019-07-23 02:37:33 UTC #1

Sesame has worked well for a year. But recently (past two weeks), it has been disconnecting itself from Bluetooth and wifi. The error says “No Response”. I have to remove the batteries and replace them for Sesame to work again. But after a short time (maybe an hour) it drops connectivity again. I have the latest firmware installed. I’ve tried changing the batteries and the behaviour still happens. Is my unit a lemon??

cim 2019-07-24 07:23:49 UTC #2

It sounds like the battery contacts may have become loose, causing the batteries to fall from their place and Sesame shutting down due to loss of power. One solution is to wedge some folded up paper between the batteries and Sesame cover to keep the batteries in place. Unfortunately if this solution doesn't work, you most likely would need a replacement. Please email us at sesame@candyhouse.co so we can check the warranty information on your unit and let you know your options. Thanks! - CANDY HOUSE

chunmanchiu 2019-07-27 21:09:16 UTC #3

@cim I think mine is having the same symptom. It isn't the battery contacts.

It looks to me the lock went to sleep and turned off, and the only way to re-activate it is to pull the battery and re-insert.

This started after I installed the latest firmware on the lock and put in fresh battery a few weeks ago.

mwsuchocki 2019-08-27 12:35:32 UTC #4

I, too, am having this problem. It’s a brand new unit, I’ve only had it about a month but I’m having the same trouble. Removing and reinstalling the batteries only lasts a short time. The lock disconnects itself and doesn’t come back on. I’ve tried deleting and reprovisioning but I end up in the same place. Please advise. I’d rather not have to send it back but if that is the only way to fix it, I will.

mwsuchocki 2019-09-13 00:28:21 UTC #5

Still no reply from CandyHouse
Still cannot get my sesame to work.
And now the battery contacts have come loose.
Very bad workmanship

chunmanchiu 2019-10-05 02:00:46 UTC #6

@cim My lock hasn't worked since firmware update to 2019-04-30. Other than it going into sleep or disconnecting for no reason after a few hours (needs to take out the battery to turn it back on), it also chews battery like crazy. Fresh EBL 1600mAh or Duracell battery that I've measured at 3.2V lasts not even 3 weeks, during which the lock was NOT working at all (disconnected, or powered off, ie. shouldn't be using battery). What's going on??!!