→Troubleshooting 6- Mortise does not electronically lock

There are 2 possible scenarios causing this issue:

1. Mortise is malfunctioning

• To test if mortise is faulty, while the mortise and the front body are connected to the inbody (with batteries in the unit), press and hold the sensor button circled in red
  
• Make sure auto locking is on by shifting the switch to “A” (circled in green)
• With auto locking on, the deadbolt (circled in yellow) should extend
• If deadbolt does not extend when sensor is pressed, it means mortise is electronically faulty

Ask customer to send contact details (Name, mobile phone, postal address), a video of the mortise not working, serial number of door lock and proof of purchase to our support portal.

• Please advise that once information is sent to our support portal, processing for the case will begin and we will get back to the user with the outcome. 
• If within warranty period, replacement mortise should be sent out.

2. Cable is not fully connected or pin in the port is bent

• If cable is not fully connected into the port on the inbody, it causes the mortise to malfunction
• To check if cable is connected, inbody needs to be taken off the door (by taking the 4 screws off- 2 screws behind the batteries and 2 screws at the bottom 2 corners)
• Once inbody is taken off the door, please check if mortise cable is fully connected into the port circled in red below
  
• Check if pins in the port have been bent
• If pins haven’t been bent and cable is fully connected, the mortise should function normally