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latch C2 Manual

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Latch C2 // Runbook
v.1.1 August 2023
1

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Summary of Contents for latch C2

  • Page 1: Table Of Contents

    5. Test lock Troubleshooting Workflow 1. Confirm User device is functioning properly 2. Update and Firmware Upgrade 3. Issues with the Latch App or Latch Manager App 4. Check the Lens 5. Check Power 6. Check for broken hardware / environmental impacts 7.

  • Page 2: Product Overview

    Latch OS. The Latch C2 model is similar in form to the Latch C1 but is 30% slimmer and without a camera. Our latest innovation gives developers greater flexibility by offering a non-motorized and non-keyed deadbolt option—perfect for retrofit...

  • Page 3: Best Practices And Field Notes

    5. Be Mindful of Beveled Doors a. Take special care when working on a door with a door bevel. See the guide under “Using Latch C cut sheets with a door bevel.” 6. Ensure Device Handing is Configured & Configured Properly a.
  • Page 4 Latch C2 // Runbook v.1.1 August 2023 a. If possible, always bring an additional Latch unit, along with hardware tools such as a Qi charger to ensure you’re fully equipped to service the issue, regardless of described symptoms/issues. Field Notes Door prep a.

  • Page 5: For Install And Service

    2. This is needed to perform a test unlock on the unit - note PM will have to set this up. Latch Specification Guide Onboarding Add a device a. Once you have installed the Latch device, you need to add and save the device's information: Open the Latch Manager App.

  • Page 6: Assign Or Create A Door

    Select the desired Portfolio and Property Information of the property you are installing in. Assign or create a door a. If you have pre-created a door in Latch Manager you can assign it by selecting 'Door Name.’ b. If you have not pre-created the door you’ll need to create one.

  • Page 7: Update And Firmware Upgrade

    2. Update and Firmware Upgrade a. Ensure the Latch device has been updated with the Latch App. b. Ensure that the Latch Device has been upgraded to the latest version of the firmware. 3. Issues with the Latch App or Latch Manager App a.

  • Page 8: Check Power

    When a user touches the lens on the Latch device, the LEDs should light up with a numeric display. b. If the device fails to respond attempt using a Qi Power Bank to jumpstart the C2 c. Inductive Jumpstart: Powering a C2 if the batteries fail The battery level of your Latch C2 updates passively after unlocking with the Latch App or actively after updating the device.

  • Page 9: Check For Broken Hardware / Environmental Impacts

    It is ok if you need to rotate the thumb-turn slightly to get it over the center. You will hear a buzz as the C2 boots up. This means you have found the right location. Keep holding the power bank or phone in power share mode in this location.

  • Page 10: Check Latch Device Functionality

    Latch C2 // Runbook v.1.1 August 2023 potential jamming risk and should be dealt with by building maintenance. a. The deadbolt should easily glide into the frame without any noticeable drag or friction 7. Check Latch device functionality a. Normal Unlock Sequence...

  • Page 11: Rma Process

    In order to replace a defective device, receive a replacement unit, and return the defective unit to our QA team for evaluation, an RMA will need to be submitted through our RMA process. Process Overview 1. Contact Latch Support with RMA details: support@latch.com b. +1 (888) 808-0670 2. Required Details a.

  • Page 12: Advanced Technical Support Guide

    1. Test with the door open 2. If the problem is not present with the door open: a. Likely a door alignment issue, not an issue with the Latch device. b. Move to door alignment & door prep troubleshooting 3. If a problem is present with the door open: a.
  • Page 13 Latch C2 // Runbook v.1.1 August 2023 Viewing From Exterior/Outside of Unit/Door...

  • Page 14: Device Jamming Troubleshooting

    If the deadbolt does not extend, make sure that the faceplate is not in the way of the deadbolt. 2. Remove the Device from the Door Entirely 3. Connect the Battery module and perform an unlock 4. If the device continues to fail when uninstalled please contact Latch Support for further assistance. Device Replacement...

  • Page 15: Door Prep Evaluation & Troubleshooting

    NOTE: Ensure you select the same door name when programming the new Latch device to ensure you restore access to the right door for all the right people. Once you have installed the Latch device, you need to add and save the device's information: 1. Open the Manager App.
  • Page 16 Latch C2 // Runbook v.1.1 August 2023 Symptoms 1. Thumbturn is difficult to turn. 2. The deadbolt does not extend fully/lock into place. 3. Friction or rubbing occurring. Evaluation/Troubleshooting 1. Check the 2” bore hole for proper clearance of hardware.

  • Page 17: Firmware Upgrade Troubleshooting

    Firmware Upgrade Troubleshooting Symptoms During the Firmware Upgrade process on a Latch C2 device, you may receive a red error screen appearing on the Latch Manager app. This can happen either during the initial activation process or during a routine Firmware Upgrade after installation. This indicates that the firmware upgrade process failed.

  • Page 18: Power Failure Troubleshooting

    5. Power cycle the Latch device by removing and reinstalling a battery. 6. Update the Device. a. Open the Latch App (instead of the Manager App) > My Doors > Select Door > Update > Press the “Update” button when close to the door/device.
  • Page 19 The new batteries should all be the same brand name. Duracell is recommended. d. Perform a door update using the Latch App instead of the Latch Manager App 2. If new batteries have been installed and the unit does NOT power on: a.
  • Page 20 Latch C2 // Runbook v.1.1 August 2023 Examples of corrosion Inspecting Lens Cable If the battery tray appears in order, batteries have been installed, and the unit does NOT power on: Inspect the Lens Cable Remove the back escutcheon This is completed by removing the screw beneath the thumb-turn on the back of...
  • Page 21 Latch C2 // Runbook v.1.1 August 2023 Remove the cable cover. Do this by lifting up the bottom of the cable cover. It should release from the bottom and have two small tabs holding the top portion in place. On the battery tray under the cable cover is where the lens cable plugs into the home system.

  • Page 22: Device Serial Number <> Nrf App

    - the unit using the Latch App (instead of the Latch Manager App) once it has rebooted. Device Serial Number <> nRF App In the event that a serial number needs to be identified, follow these instructions: 1.
  • Page 23 4. Tap the 'play' button in the top right corner to begin a scan. 5. The scan should show Bluetooth devices close to you. See if you can find anything with the name 'LatchHS', 'Geneva03', or 'Geneva01'. (This might be easier with only this C2 device around).

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