Learn how to troubleshoot a Kwikset SmartCode Door Lock in Xfinity Home.
What You'll Need
- Xfinity Home
- Access to the Kwikset Lock that you're having trouble with
Difficulty
Medium
My Lock Won't Pair
If the Lock can't be located by the touchscreen (Xfinity Home) or the Hub (Xfinity Home - Automation), it may need to be reset. Be aware that resetting the lock will delete all codes.
- Remove the battery pack.
- Press and hold the A or Program button while reinserting the battery pack. Keep holding the button for 30 seconds until the Lock beeps and the status LED flashes red.
- See the Installation and Programming Guides section for button locations for your Lock model.
- Press the button once more. When the LED flashes green and you hear one beep, the Lock has been reset.
I Can't Lock or Unlock My Lock
If a Lock can't be controlled, there may be a communications or battery issue.
- Verify that your touchscreen (Xfinity Home) or Hub (Xfinity Home - Automation) is online.
- Is there a lost communication trouble message for the Lock?
- Yes: Restart the Lock by removing its batteries, waiting a few seconds, and then reinserting them.
- If the problem persists, replace the batteries.
Unsupported Device Error Message
If the Unsupported Device error message appears on the touchscreen, the current firmware is unsupported. The supported versions are:
- Kwikset 910 - 0x30719b01, 0x3071CB04, 0x3071CB06, 0x30734B0C
- Kwikset 912 - 0x3071CC02, 0x30734C07
- Kwikset 914 - 0x30719401, 0x3071C404, 0x3071C405, 0x3072e409, 0x3073440F
- Kwikset 916 - 0x3071C606, 0X3071C614, 0X3071C615, 0x30732618, 0x30734619
- Remove the cover from the interior side of the Lock.
- Press and hold the A or Program button while installing the battery pack.
- See the Installation and Programming Guides section for button locations for your Lock model.
- Release the button three seconds after battery pack is installed. The yellow LED will flash to indicate the process is complete.
- If the issue is not resolved, the Door Lock will need to be returned to the location from which it was purchased. A lock with the appropriate firmware can be purchased through our Kwikset partner page.
Incorrect Profile Error
The touchscreen will display an Incorrect Profile error if the A or Program (model-dependent) button was not held down while inserting the battery pack during Lock installation. This will cause failure during the pairing process.
- Remove the battery pack.
- Press and hold the A or Program button while re-installing the battery pack.
- See the Installation and Programming Guides section for button locations for your Lock model.
- Keep holding the button for at least three seconds, then release (ignore any beeps).
- After 10 seconds, the yellow LED on the unit will flash once.
- Remove the battery pack and re-install after 20 seconds.
- Try to pair the Lock again.
My Keypad Light Is Blinking Red
The keypad LED light may blink red for one of the following reasons:
- The master code was set incorrectly.
- User codes were programmed incorrectly.
- User codes were deleted incorrectly.
- Batteries need to be replaced.
Setting the Master Code (914 and 916 only)
Using a master code is an optional, added-security measure that is not enabled by default. The master code (four to eight digits) is used to add and delete user codes but cannot unlock the door - unless the same code is programmed as a user code, which is not recommended.
The instructions for setting the Master Code depend on the model:
Programming a User Code
The instructions for programming user codes depends on the model. See the Installation and Programming Guides section for more information
Deleting All User Codes With Master Code Enabled
- Press the Program button once. The keypad will flash green, and you will hear three beeps.
- See the Installation and Programming Guides section to view button locations and descriptions for your device.
- Press the Lock button once.
- Enter the master code.
- Press the Lock button once.
- Press the 9 button six times.
- Press the Lock button once.
- Press the 9 button six times.
- Press the Lock button once.
- If programming is successful, the keypad will flash green once with one beep. To confirm, press the Lock button while the door is open. If the latch bolt does not extend to lock, then all codes have been successfully deleted.
My Keypad Light Is Solid Red
A solid red light indicates that a door handing process failed. Misalignment is a common reason for this problem. See the Installation and Programming Guides section to help solve potential causes of misalignment.
- If the Lock interior is not mounted perpendicular to the ground, remount the lock interior assembly.
- If the hole in your door is misaligned, disassemble the lock, and reinstall it without the adapter ring on the exterior side of your door.
- If the latch and strike are misaligned, causing the latch to bind, perform the door handing process again while the door is open. If it is successful only when the door is open, the latch and strike are not aligned correctly.
My Keypad Is Unresponsive
- Turn Switch #3 to the ON position.
- See the Installation and Programming Guides section to view button locations and descriptions for your device.
- Test each button on the keypad (one at a time), and listen for a beep as each button is pressed.
- If beeping is not heard on all buttons, replace the batteries.
- If battery replacement does not solve the problem, contact Kwikset Support at 1-866-863-6584.
I Changed the Batteries but the Lock Still Has a Low Battery Alert
When the batteries on the Lock are low enough to signal a low battery alert, the batteries need to be changed in a way that will trigger the Lock to restart.
To resolve the problem, follow the model-specific instructions for replacing the batteries and be sure to perform the "press and hold the Program button for five seconds" step before inserting the fresh batteries.
