Latch C1 troubleshooting

Deadbolt is repeatedly extending and retracting

This is the anti-jam routine. When the Latch C1 detects that the deadbolt cannot fully extend — due to a misaligned door, weather stripping, or the door being slightly ajar — it retracts and re-extends the deadbolt up to three times to give the user a chance to correct the condition.

What to do:

Pull the door firmly closed and try locking again by touching the center of the Lens
If the door closes correctly but the routine keeps triggering, check door alignment: the resistance felt when using the interior thumbturn manually is the same resistance the motor encounters — if it's stiff, the door needs adjustment
Long-term misalignment accelerates battery drain and wears the motor — have the property maintenance team adjust the door frame or hinges if the issue persists

Device won't unlock via app

Confirm Bluetooth is enabled on the resident's phone and they are within range of the device
Confirm the resident has an active key assigned to this door in DOOR OS → Access → Keys
Confirm the key schedule allows access at the current time
Ask the resident to perform a Door Sync from the DOOR app — credential changes made in DOOR OS don't reach the device until a sync is completed while in Bluetooth range
Ask the resident to close and reopen the DOOR app, then try again
Try unlocking via doorcode to isolate whether the issue is Bluetooth-specific

Device won't accept a doorcode

Confirm the doorcode is assigned and active in DOOR OS → Access → Keys → key → Doorcodes
Confirm the key schedule allows access at the current time
Ask the resident to perform a Door Sync — the device may not have received the latest credential update
Wake the Lens by tapping any key before entering the code — the Lens must be active to register input
If the Lens shows no response at all, check battery level (see Battery section below)

Locking isn't working — deadbolt won't extend

Confirm the door is fully closed — the deadbolt needs the frame clear to extend into the strike plate
Touch the center of the Lens firmly with a fingertip — a light tap may not register
Check the strike plate alignment: if the deadbolt tip catches on the plate instead of entering cleanly, the door or frame may need adjustment
Try locking via the interior thumbturn — if it extends manually with no resistance, the issue is with the touch sensor; contact support@door.com

Low battery or device stopped responding

DOOR OS shows the last reported battery level. When the device is no longer responding, batteries may be fully depleted.

If the device is still responding:

Replace the 4 AA batteries in the interior control module promptly
Use alkaline batteries — do not use rechargeable (NiMH) batteries, as their lower voltage can cause early low-battery warnings and unreliable operation

If the device is completely unresponsive:

The deadbolt remains in its last position
Use the physical key to unlock the door if needed — the Latch C1 includes a key cylinder that works regardless of battery state
Replace the batteries — the device resumes normal operation once batteries are inserted
Contact support@door.com if the device does not recover after a battery replacement

Resident's access credentials aren't working after a change in DOOR OS

The Latch C1 does not connect to WiFi — credential changes (new keys, schedule changes, revoked access) are not pushed to the device automatically. The resident must perform a Door Sync from the DOOR app while within Bluetooth range of the device.

If the resident cannot sync (for example, because their access was revoked and they no longer have the DOOR app open), the old credentials remain valid on the device until a sync is performed by someone with active access.

Device not activating after installation

Confirm batteries are inserted and the Lens responds when a key is tapped
Ensure a phone with the DOOR app is within Bluetooth range during the activation flow in DOOR OS
In DOOR OS → Access → Doors → door → Edit → Devices → retry the Add Device flow
If activation fails repeatedly, confirm the device has not been previously activated at another property — contact support@door.com to deactivate it before reuse

When to escalate

Contact support@door.com if:

The anti-jam routine triggers consistently even after confirming the door alignment is correct
A resident is locked out and battery replacement does not restore device operation
The device activates in DOOR OS but does not respond to app unlock or doorcode after a successful Door Sync
The touch-to-lock function does not work but the thumbturn extends the deadbolt normally

Include: the door name in DOOR OS, the device serial number (visible on the device or in DOOR OS), and a description of the issue and steps already taken.

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