Sesame Not Registering Locked Deadbolt as Locked

[gaithershop]

Although the sesame is installed and can lock a manually unlocked door, it will not unlock the door because even though the deadbolt is engaged it shows up on my app as still being unlocked.

How can I get around this problem?

[Evelyn]

Hey gaithershop,

Sorry for the late response.

Have you tried re-calibrating your Sesame via the app?

[gaithershop]

No. How do I do that? I'm using IOS. Thanks for your help!

[jerming]

No. How do I do that? I'm using IOS. Thanks for your help!

Please go nearby Sesame and ...

[geolocura]

Hi! I had the same problem when locking the deadbolt with a real key. The problem is that the deadbolt knob is slightly loose in Sesame's "grip" so locking with the key won't turn Sesame all the way to the lock position.

[raphael6163]

So if the key is the problem use the key to set the angle and not manually on the sesame itself
So set up again the angles according to the key so it will work also with the key

[stuw]

Whilst I still need to play with adaptors etc mine seems to get confused. It appears that if someone looks the door either with a key or rotating the sesame by hand - BUT A SINGLE THROW NOT ALL THE WAY TO THE CALIBRATED LOCK POSITION - that the sesame thinks it is open still. From an app point of view is it possible to have a range of locked positions so the sesame can Cole with this. Seems like a simple change? Locked is between X rotation and Y rotation. I'd always way the sesame to fully lock but I got locked out the other day as it didn't sense that the door was locked as someone had partially rotated by hand - the door was locked but sesame did 't hunk so. The range idea would have made it understand. I'm hoping this is in an FAQ or somewhere but haven't found it

[drjitesh]

I am having the same issue, the key doesnt turn the sesame knob completely as there is some wiggle room, so the lock doesnt sense locked/unlocked position when a key is used, hence it is not documented and i could be locked out, any help offered about this? I may end up returning this lock since i need to monitor entry and exits of my guests, thanks

[trisk]

If the knob itself is rotating freely because of a gap inside the Sesame mechanism, try inserting pieces of foam padding or sponge to fill the gap. If the problem is just the key does not fully rotate the interior knob, try turning the lock with the key only, and setting the lock and unlock angles in Sesame as described above.

[drjitesh]

so i followed your advice and actually paid for the foam inserts online. it is better but still occasionally would not recognize, especially when locking back, i tried calibratign with the key, it is either too narrow of an angle or it doesnt lock back. this is a bit frustrating since my dogwalker has a key and i want to keep a tab on her visiting. the new update wont even create a timestamp for manual unlocks.
and as always, auto unlock and knock x 3 sucks, may be because its an appt building. i had higher expectations

[sesame2]

Trish,

I am having the same problem as others (physical key-locking not registering as a locked door). Resyncing the Sesame lock to the key doesn’t help because of jiggle issues on the knob side. Jerry-rigging is inconsistent.

May I propose a software fix? The regular sync, like you have now. Then an advanced toggle, which opens up a new menu view where you can individually train Sesame to learn a key turn’s “locked” and “unlocked” distances. With a note that says “Use this if a key turn is not registering as a locked door” or something.

[sesame2]

Let me actually make that a little clearer. There are two angles you set up. One is the angles required when the lock itself using it's motor to lock and unlock your door. Just as it is now. But then there is a second angle parameter you set up - for key turns, whose smaller "radial movement" can still trigger the device to see the door has been locked.

Two angles. One for when the lock institutes the action. The other for when a human institutes the action.

[cim]

Thanks for your feedback! We understand that the difference in angles when used manually vs when using the app can affect the ease of use. Sesame doesn't currently support asymmetrical locks, and we recommend using only the app to lock/unlock to avoid this issue (if possible). Filling the gaps around the thumb turn can also help to help the app track the thumb turn position more accurately and reduce the likelihood of an incorrect lock state. We apologize for the inconvenience and hope to have a software fix for this issue in the future, but unfortunately we don't have a timeline for when this feature will be available. We'll post any feature updates on our social media, blog, and newsletter, so stay tuned! - CANDY HOUSE

[tommylao]

I have the same issue. The app shows locked whenever we manually unlocked the door. We have to reconfigure the angle to have it work again. Otherwise we have to use manual lock and unlock only. Plus I still have a issue receiving notifications for lock/unlock activities.

Hope some update will get this fixed.

Tommy

[cim]

Hi Tommy, sorry to hear it! Can you please email us at sesame@candyhouse.co with more information regarding the notification issue so we can check it out? It'd be helpful if you let us know which notifications aren't showing up for you, with a screenshot showing the specific log. We'd be happy to help troubleshoot so notifications are working for you again. Thanks! - CANDY HOUSE