FAQ & Troubleshooting

Please check the following:

• Turn the inside thumb turn to see whether the bolt extends and retracts smoothly.
• Make sure the latch and strike plate are properly aligned.
• Check that the front and rear panels are securely connected with the cable.
• Make sure the mounting screws are not over-tightened. Loosen them slightly and test again.

If the latch moves before installation but does not move after tightening the screws, the screws may be too tight or the lock body may be under pressure.

This is usually caused by alignment or screw pressure.

Please check:

• The latch and strike plate are aligned.
• The door thickness and cutout size are compatible.
• The screws are not over-tightened.
• The door opens and closes smoothly before final tightening.

Open and close the door several times before fully tightening the screws.

Fingerprint recognition may be affected if your finger is too dry, wet, dirty, or damaged.

Try these steps:

• Clean the fingerprint sensor.
• Wipe your finger and try again.
• Try another registered finger.
• Register the same finger from different angles for better recognition.

For best results, register more than one finger.

Please check the following:

• Make sure the correct passcode is entered.
• Press the confirm/unlock button after entering the passcode.
• Check whether the batteries are low.
• If the keypad lights up but the latch does not move, check the cable connection between the front and rear panels.

Please check the following:

• Make sure the remote FOB has been paired with the lock.
• Check whether the FOB battery has power.
• Try using the FOB closer to the lock.
• Avoid using the remote near strong signal interference.

If the FOB still does not work, pair it again according to the setup instructions.

You will need to perform a factory reset.

After resetting, all fingerprints, passcodes, and remote settings will be deleted. You will need to set up the admin password, fingerprints, passcodes, and remote again.

Please follow the Factory Reset instructions in the User Manual.

Please check:

• Make sure you are using the admin password or admin fingerprint to enter setup mode.
• Check whether the storage limit has been reached.
• This lock supports up to 50 fingerprints and 50 passcodes.
• If the memory is full, delete old users before adding new ones.

Please check:

• Make sure you are following the reset steps correctly.
• Hold the reset button long enough until the voice prompt or light indication appears.
• If reset still fails, remove and reinstall the batteries, then try again.

If the problem continues, please contact us.

Please check:

• The voice prompt may be turned off.
• The batteries may be low.
• The voice setting may need to be reset.

Please refer to the User Manual for voice prompt settings.

You have two emergency options:

• Use the Type-C emergency power port to temporarily power the lock, then unlock with a registered fingerprint or passcode.
• Use the included mechanical backup key.

Replace the batteries immediately after opening the door.

Note: The Type-C port only provides temporary emergency power. It does not charge the batteries.

The batteries may be running low.

Please replace all batteries with new AA batteries.

Do not mix:

• Old and new batteries
• Different battery brands
• Different battery types

Yes. This lock works locally.

No app, WiFi, account registration, or data upload is required for normal use.

Your fingerprints and passcodes are stored locally in the lock and are not uploaded to the cloud.

Tap Activate Now on the DORWAN Help Hub page and submit the required information.

Registration is free and takes about 1 minute.

After registration, your warranty will be extended by 6 extra months.