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Troubleshoot
Pairing is unsuccessful
• Try with a different mobile device, using the
same username and password
• Update your phone's operating system to the
latest version
• Restart the Bluetooth and Internet connection
on your mobile device
• Restart igloohome app on your mobile device
• Switch to a new set of batteries
Bluetooth Key is not working
• Restart the Bluetooth and Internet connection
on your mobile device
• Check on the timezone of the home listing
against your phone time
• Check if the Bluetooth Key is expired. It must be
accepted within 1 hour of generation
• Update your igloohome app to the latest version
• Switch to a new set of batteries
Generated PIN codes do not work
• Make sure that the generated PIN codes are
activated within the given hours
• Do a Bluetooth Unlock to refresh the app
• PIN codes may have been customised or expired
Keypad does not light up
• The Mortise battery is flat
• Use a 9V battery to jumpstart the lock and unlock
the Mortise to replace the batteries
• Refer to page 26 and 27
• Please unlock within 20 seconds
Unable to use a 9V battery
to jumpstart the lock
• Please ensure the two pins of the battery is in
contact with the 9V jumpstart pin securely while
unlocking it
• Please unlock within 20 seconds
• Please ensure that the 9V battery has sufficient
power
Keypad is flickering
• The Mortise is low in battery. Switch to a
new set of batteries
Keypad lights up on touch only
• Check if the mortise is in keypad lockout /
passage mode or security lockout mode
• Check that your lock is not muted
Re-lock is not working
• Check battery level of the lock
• Make sure you have enabled auto relock
function on the app and the magnet sensor
has been installed on the door frame
Slow locking / Unlocking
• The Mortise is low in battery. Switch to a
new set of batteries
Pressing the handle from the
inside does not unlock the door
• Make sure you do not activate the safety
handle function. If so, please refer to page
23 to deactivate it.
35
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