Interconnect (eGenius) troubleshooting

Lens does not light up

If the Lens does not respond when keys are tapped:

Check the batteries — the Interconnect runs on 4 AA non-rechargeable alkaline batteries. Open the inside cover and battery tray (Steps 10–11 of the install guide), confirm the batteries are seated with correct polarity, and replace them if they are depleted
Check wire connections — pinched or partially seated wires between the inside battery tray, the backplate, and the outside trim can cut power to the Lens. Open the inside cover and confirm all connectors are fully seated and no wires are pinched between trim plates
Wait through a credential-error time-out — if a recent invalid credential triggered a time-out, the Lens may be unresponsive briefly. Wait, then try again
If the Lens still does not light up, contact support@door.com with the device serial number

Credential accepted but the lever doesn't engage or retract the bolts

If the Lens spins (credential accepted) but the exterior lever stays free-spinning or won't retract the bolts:

A spinning Lens confirms the device already validated the credential — the resident's or staff's key is active and any schedule permits access at this moment. Do not ask them to verify their key or schedule.

Perform a Door Sync from the DOOR app — the device may be holding a stale credential state
Check for a pending firmware update: DOOR app → Access → select the door → Firmware upgrade
If the lever consistently doesn't engage after a sync and firmware check, the interconnected mechanism may be mechanically stuck — see "Lever feels stiff or doesn't retract both bolts" below

Lever retracts both bolts without a credential

This is a handing issue, not a security problem. The outside trim handing was not set correctly during install.

Remove the lock from the door
Adjust the handing on the outside trim assembly per Addendum C of the install guide
Re-install per Step 4 of the install guide
Test again — the lever should not retract the bolts unless a valid credential has been presented (or the mechanical key has been turned)

Latch bolt retracts when lever is rotated up, not down

The hub on the latchbolt was not installed in the correct orientation.

Remove the lock from the door
Re-adjust the latchbolt orientation per Step 2 of the install guide (handing)
Re-install and verify

Outside lever does not extend the deadbolt

If rotating the outside lever upward does not extend the deadbolt, the deadbolt was not extended during installation, or the handing on the outside trim was not set correctly.

Remove the inside lever, back cover, and battery tray
Extend the deadbolt manually before reinstalling parts (per Step 8 of the install guide)
If the deadbolt still does not extend from the outside lever after reassembly, the outside trim handing is wrong — adjust per Addendum C and reinstall (Step 4)

Deadbolt binds or does not fully extend

This is almost always a strike alignment issue.

With the door open, confirm the deadbolt extends smoothly when the interior thumbturn is turned. If it binds with the door open, the issue is in the lock body — contact support@door.com
With the door closed, confirm the deadbolt enters the deadbolt strike pocket cleanly. If it catches the edge or only partially extends, the strike or armor plate is out of alignment
Adjust the strike and armor plate per Step 12 of the install guide
Confirm the door is plumb and closing flush — a door that has shifted or sagged will misalign the strike even if the strike itself is positioned correctly

Key will not come out of the lever after installation

The key cylinder was not installed correctly.

Use the lever removal tool (included in the package) to remove the outside lever
Re-install the cylinder per Step 5 of the install guide
Re-install the lever and verify the key inserts and removes smoothly

Lever feels stiff or doesn't retract both bolts

The latchbolt and deadbolt require no power to move — stiffness is a mechanical issue, not a battery or credential problem.

Check door alignment: the latchbolt should enter the strike pocket cleanly when the door closes
With the door open, manually operate the outside lever (after presenting a credential) and the interior lever — both should rotate smoothly. If they bind, the spindle may not be fully seated or the mortise body is not square in the pocket
Check that the trim mounting screws are tight but not overtightened — overtight screws can deform the trim and bind the lever
Confirm the handing on the battery tray (Step 9) matches the actual door handing — a mismatched handing setting can prevent the lever from cleanly retracting both bolts
If only the outside lever is stiff, the issue may be with the outside trim assembly or the cylinder set screw — contact support@door.com

Mechanical key doesn't turn smoothly

If the cylinder is tight or won't turn:

Confirm you are using the key issued for this lock — keys are not interchangeable across cylinders
Insert the key fully before turning — partial insertion binds the pins
If the key turns but the bolts don't move, the cylinder depth may be misadjusted — adjust per Step 5 of the install guide, then verify with a cylinder test
If the cylinder turns freely but the lock doesn't respond electronically, the cylinder is fine — diagnose as one of the credential problems above

Device won't accept a doorcode

Confirm the resident or staff member has an active key that includes this door: DOOR OS → People → user → Keys. If a schedule is applied, verify the current time falls within the allowed hours
Perform a Door Sync — the device may not have received the latest credential update
Ask the user to 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 when tapped, see "Lens does not light up" above

Latch Keycard not working

Confirm the user has a Keycard assigned: DOOR OS → People → user → Keycard information
Perform a Door Sync — Keycard credentials must be synced to the device
Confirm the user is tapping the Keycard flat against the center of the Lens — NFC range is very short. Only Latch Keycards issued through DOOR OS are guaranteed compatible
If the Keycard is assigned but still doesn't work, the card may be damaged — issue a replacement

Low battery or device stopped responding

DOOR OS shows the last reported battery level. When the Lens is unresponsive, batteries may be fully depleted.

If the device is still responding:

Replace the 4 AA batteries in the interior battery tray promptly
Use non-rechargeable alkaline batteries — do not mix new and old batteries, and observe the polarity markings in the tray

If the device is completely unresponsive (batteries depleted):

The Interconnect has two recovery paths — use them in this order:

Mechanical key (recommended): the Interconnect cylinder works regardless of battery state. This is the simplest path to regain entry when batteries are fully depleted
Qi wireless charger (if the mechanical key isn't available): hold a Qi-compatible wireless charger against the exterior Lens. With the charger in contact, open the DOOR app and tap Unlock — the device draws enough power from the charger to perform a Bluetooth unlock once. The Interconnect uses the same Geneva Lens as the Latch C2 and Latch G-M2 and accepts Qi jumpstart as an emergency measure
Replace the batteries as soon as the resident or staff member has re-entered
Contact support@door.com if neither path restores entry

Credentials aren't working after a change in DOOR OS

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

If the user whose access changed cannot sync (for example, because their access was revoked), the old credentials remain valid on the device until a sync is performed by someone with active access — for example, a property manager or another resident on the door.

Device not activating after installation

Confirm batteries are inserted (4 AA alkaline, correct polarity) and the Lens responds when a key is tapped
Confirm the door exists in DOOR OS → Access → Doors before attempting activation
Ensure a phone with the DOOR app is within Bluetooth range during the activation flow
Retry activation from the DOOR app → Devices tab → Add a device → scan the QR code or enter the serial number → follow the on-screen flow
If activation fails repeatedly, the device may be registered to another property — contact support@door.com to deactivate it before reuse

When to escalate

Contact support@door.com if:

A valid credential is presented and the Lens spins, but the exterior lever never engages after confirming the door alignment and strike are correct
The outside lever retracts the bolts without any credential and adjusting the outside-trim handing (Addendum C) does not resolve it
The deadbolt binds even with the door open — indicating a lock-body issue, not a strike alignment issue
Batteries are fully depleted and neither the mechanical key nor Qi jumpstart restore entry
The device activates in DOOR OS but does not respond to any credential after a successful Door Sync

Include: the door name in DOOR OS, the device serial number, the CTC variant (4" or 5.5"), and a description of the issue and steps already taken.

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