Schlage Smart Deadbolt is Stuck

Is your bolt stuck in a locked or unlocked position? Can you hear the motor, but the bolt is still not moving? Your lock is experiencing a Lock Jammed error, thankfully there are a few work arounds for this issue. 

Locks Affected by This Issue:

BE469 (Connect)

BE489 (Encode)

BE499 (Encode Plus)

BE479 (Sense)

What Causes a Lock Jammed Error?

1. Improper Installation or door prep
2. The deadbolt is obstructed by debris.
3. The lock motor is stuck.

How to Troubleshoot These Issues:

1. Review Installation Steps
    a.  Did you replace your old strike plate with the one provided with your new lock? It is important to replace all the parts with the ones provided in the box, since there are slight variations with products.
   
    b.  Check the installation instructions for your lock to ensure it has been installed correctly.
   Verify the door preparation measurements outlined in the instructions to ensure they are not preventing the bolt from moving freely or causing obstruction.
   Connect Installation Guide (BE469)
   Encode Installation Guide (BE489 and BE499)
2. Inspect for Debris or Obstructions
   Examine the deadbolt for any debris or obstructions. If no debris is present, this is likely not the cause of the issue.
3. Try operating the lock with the Door open: 
   These two steps will help you to determine if the issue is related to the motor or the actual deadbolt.
   a. Use the keypad to try throwing the deadbolt: If the deadbolt is thrown without issue, you should proceed to check the door frame prep as this is likely the issue. If the deadbolt cannot be thrown or there is still resistance proceed to step b.
   b. Use the physical key to try throwing the deadbolt: If the physical key works to throw the deadbolt, then the issue is most likely related to the motor.
4. Troubleshoot a Stuck Motor
   a. Perform a Soft Reset on the lock

Perform a Soft Reset:

• This simple action can resolve minor connectivity issues and will fix any potential Firmware bugs. 

1. Retract the Bolt.
2. Remove the Battery Cover.
3. Remove the Battery Tray.
4. Keep the battery tray removed for 10 seconds. 
5. Reinsert the battery tray back into the compartment, ensuring it is securely seated and connected.
   
6. Extend the bolt to the "locked" position.
7. Retract it back to the "unlocked" position. 
8. If your lock is paired to the Schlage Home app or any other 3rd party app logout from the app and then log back in; the lock's data is stored in the cloud and will not be lost.

   b. Perform a factory reset on the lock and test the bolt again to see if the issue is resolved.
Factory Reset a Schlage Connect Lock
Factory Reset a Schlage Encode Lock

Next Steps

If none of the troubleshooting steps resolve the issue, the lock may need to be replaced. Click here to submit a request. Be sure to detail the troubleshooting steps you’ve attempted, and a representative will reach out to assist you further.

To view steps for removing a stuck deadbolt, please click here.