Kwikset Smartcode 916CNT - Contemporary Touchscreen Deadbolt with Z-Wave Plus - Troubleshooting Guide

©2018 Spectrum Brands, Inc.
Programming and Troubleshooting Guide
Mastercode 2
Troubleshooting: Installation

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Troubleshooting: Door Jamming and Door Handing
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Troubleshooting: Touchscreen

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Troubleshooting: Smart Home Systems
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Troubleshooting: Battery

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Battery FAQ
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Mastercode
Programming timeout: If the screen is not pressed for 20 seconds, the system will time out

(indicated by three beeps and the “X” pattern flashing three times), and you will need to restart the procedure.
1.
Keep door open. Press and HOLD the Program button until the
Checkmark symbol illuminates (about 5 seconds).
2.
Press Checkmark symbol once.
3.
Enter new Mastercode.
4.
Press Lock symbol once.
5.
Re-enter Mastercode.
6.
Press Lock symbol once.
Using a Mastercode is an optional, added-security measure. It is not enabled by default. A Mastercode is
used to add and delete user codes, but it cannot unlock the door (unless the same code is programmed
as a user code, though this is not recommended). The Mastercode must be 4-8 digits.
Procedure continued on next page
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About the Mastercode
Enabling and Setting the Mastercode ©2018 Spectrum Brands, Inc.
If programming is successful, the Checkmark will illuminate and you
will hear one beep.
If programming is unsuccessful, the “X” pattern will flash three times,
and you will hear three beeps. Make sure the Mastercode has not already
been programmed. Attempt the procedure again, making sure to enter
the same new Mastercode in step 3 and 5.
7.
Make sure switch #3 is on, and press the Program button once. If you
immediately hear five beeps and see the Checkmark flash five times,
the Mastercode is enabled.
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1.
Keep door open. Press the Program button once. The Checkmark will
flash five times and you will hear five beeps.
2.
Press Checkmark symbol once.
3.
Enter Mastercode.
4.
Press Lock symbol once.
5.
Enter new user code.
6.
Press Lock symbol once.
If programming is successful, the Checkmark will illuminate and you
will hear one beep.
If programming is unsuccessful, the “X” pattern will flash three times with
three beeps. Make sure the user code is not a duplicate and that it is
between 4 and 8 digits during your next attempt. Make sure the lock has
room for an additional code. If all user codes are filled, delete a code to make
room for this one. Make sure to enter a valid Mastercode in step 3.
7.
While the door is open and locked, test the user code to make
sure it unlocks the door.
The procedure for adding user codes is different when the Mastercode is enabled. For instuctions on how
to add user codes when the Mastercode is disabled, see the Installation and User Guide that came with
your lock.
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Adding User Codes with the Mastercode Enabled ©2018 Spectrum Brands, Inc.
1.
Keep door open. Press the Program button once. The Checkmark will
flash five times and you will hear five beeps.
2.
Press Checkmark symbol once.
3.
Press Lock symbol once.
4.
Enter Mastercode.
5.
Press Lock symbol once.
6.
Enter user code to be deleted.
7.
Press Lock symbol once.
8.
Re-enter user code to be deleted.
Procedure continued on next page
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Deleting a Single User Code with the Mastercode Enabled ©2018 Spectrum Brands, Inc.
9.
Press Lock symbol once.
If programming is successful, the Checkmark will illuminate and you
will hear one beep.
If programming is unsuccessful, the “X” pattern will flash three times with
three beeps. Make sure to enter a valid Mastercode in step 4.
10.

While the door is open and locked, test the user code to make
sure it no longer unlocks the door.
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1.
Keep door open. Press the Program button once. The Checkmark will
flash five times and you will hear five beeps.
2.
Press Checkmark symbol once.
3.
Press Lock symbol once.
4.
Enter Mastercode.
5.
Press Lock symbol once.
6.
Press “9” six times.
7.
Press Lock symbol once.
8.
Press “9” six times.
Procedure continued on next page
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Deleting All User Codes with the Mastercode Enabled ©2018 Spectrum Brands, Inc.
9.
Press Lock symbol once.
If programming is successful, the Checkmark will illuminate and you
will hear one beep.
If programming is unsuccessful, the “X” pattern will flash three times with
three beeps. Make sure to enter a valid Mastercode in step 4 during your
next attempt.
10.

While the door is open and unlocked, press the Lock symbol. If
the latch bolt does not extend to lock, then all codes have been
successfully deleted.
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1.
Keep door open. Press and HOLD the Program button until the
Checkmark symbol illuminates (about 5 seconds).
2.
Press Checkmark symbol once.
3.
Press Lock symbol once.
4.
Enter Mastercode.
5.
Press Lock symbol once.
6.
Re-enter Mastercode.
7.
Press Lock symbol once.
If programming is successful, the Checkmark will illuminate and you
will hear one beep.
If programming is unsuccessful, the “X” pattern will flash three times, and
you will hear three beeps. Make sure the Mastercode has been enabled
before trying to disable it. Attempt the procedure again, making sure to
enter the same Mastercode in step 4 and 6.
8.
Make sure switch #3 is on, and press the Program button once. If you
don’t immediately hear five beeps and see the Checkmark flash five
times, the Mastercode is disabled.
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Disabling and Deleting the Mastercode ©2018 Spectrum Brands, Inc.
Troubleshooting: Installation
If you encounter any of the problems above, the deadbolt latch may be
installed upside down. Remove the interior assembly, mounting plate,
and exterior assembly from the door, and look at the latch inside the
door hole.
If the word “UP” is upside down and at the bottom of the latch, the latch
is installed incorrectly.
Reinstall the latch, making sure the word “UP” faces upward.
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The interior mounting screws are difficult to tighten.
The interior and exterior assembly won’t mount parallel to the door edge.
The interior assembly does not fit on the mounting plate. ©2018 Spectrum Brands, Inc.
Troubleshooting: Door Jamming and Door Handing
The door handing process was not executed
during installation.
Perform the manual door handing process in the Installation Guide.
The hole in the door is misaligned.
Disassemble the lock, and reinstall it without the adapter ring on the
exterior side of the door.
The wrong deadbolt latch is installed.
SmartCode deadbolts require a tapered latch bolt for ease of operation.
If the latch being used is from an older lock, it will likely not have a
tapered latch bolt. Remove the lock from the door, including the old
latch. Replace with the new tapered latch that came with the lock and
reinstall the lock.
The deadbolt latch and strike are misaligned,
causing the latch to bind.
Adjust the tab of the lower strike (for your knob or lever) to help align the
upper latch and strike so that the latch bolt enters the strike when the
door is locked.
The lower latch and lower strike (for your knob
or lever) are misaligned, putting too much
load on the deadbolt latch.
As a test, rotate the turnpiece on the deadbolt so the latch is retracted
(unlocked), and close the door. If you have to push, pull or lift the door to
get it to close, adjust the position of the lower strike.
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The lock jams and the turnpiece does not rotate smoothly.
The lock beeps, the Checkmark and Lock symbols alternate flashing, and the
door cannot lock. ©2018 Spectrum Brands, Inc.
The hole in the door frame for the latch bolt is
not drilled deep enough.
Make sure the hole in the door frame is drilled at least 1” (25 mm) deep.
The mounting plate is placing tension on the
torque blade.
Attempt to lock and unlock the door with the key. If it is unable to rotate,
remove the interior assembly from the mounting plate. Test the key
again. If it is still unable to rotate, loosen the screws on the mounting
plate and reposition the plate so there is no tension on the cylinder
torque blade. Make sure the latch bolt can operate smoothly with the key
and reinstall the interior assembly.
The clutch is disengaged.
Remove the battery pack. Remove the interior assembly from the
door. Verify that the lock can be operated smoothly with the key while
the interior is removed. Attempt to rotate the turnpiece on the interior
assembly to the vertical position. If it cannot rotate to the vertical position,
the clutch has become disengaged.
Place the battery cover onto the interior assembly, making sure to align
the turnpiece with the shaft. Rotate the turnpiece 180° clockwise (you
will need to use force when rotating the turnpiece, and you will hear it
click). This will re-engage the clutch.
180°
Align the turnpiece with the torque blade and reinstall the interior
assembly on the door.
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The handing process may have been executed
previously.
Follow the instructions inside the Installation and User Guide to perform
the manual door handing process
The battery level is too low.
This is indicated by the Checkmark and Lock symbols flashing
simultaneously five times with five beeps. Use a fresh set of batteries, and
perform the door handing process again.
The hole in the door is misaligned.
Disassemble the lock, and reinstall it without the adapter ring on the
exterior side of the door.
The mounting plate is placing tension on the
torque blade.
See page 12.
The battery level is too low.
This is indicated by the Checkmark and Lock symbols flashing
simultaneously five times with five beeps. Use a fresh set of batteries,
and perform the manual door handing process.
The latch and strike are misaligned, causing
the latch to bind.
Perform the manual door handing process while the door is open. If it
is successful only when the door is open, the latch and strike are not
aligned as they should be. Ensure door preparation is in accordance with
the door drilling instructions, available online.
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The door handing process does not happen
automatically when the batteries are installed.
The touchscreen indicates a failure after the door handing process.
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The deadbolt latch does not extend or retract on its own during
the door handing process. ©2018 Spectrum Brands, Inc.
Troubleshooting: Touchscreen
Screen activation
To activate the screen, use one of the three options below:
1.
Touch screen with palm or back of hand until digits illuminate.
2.
Touch lower left area of screen (where Checkmark is located) until
digits illuminate.
3.
Touch screen with three or more fingers until digits illuminate.
One-second pause
The lock requires a one-second pause immediately after locking or
unlocking before the touchscreen will re-activate. Fully remove hand
from screen until the Checkmark or Lock symbol turns off, and then
activate the screen again.
Touchscreen lockout
If three incorrect codes were entered within one minute, the touchscreen
will lock for 60 seconds.
No user codes are programmed.
If there are no codes in the lock, the lock symbol will not lock the door.
This is indicated by the “X” pattern flashing three times with three
beeps. Program at least one user code and test the Lock symbol again.
The door handing process was not executed.
Perform the manual door handing process, following the instructions
inside the Installation and User guide.
The battery is too low to lock the door.
This is indicated by the Checkmark and Lock symbols flashing
simultaneously five times with five beeps. Remove the batteries and
replace with a fresh set.
The mounting plate is placing tension on the
torque blade.
See page 12.
The clutch is disengaged.
See page 12.
SecureScreen is enabled.
SecureScreen is an added-security feature that displays random digits
before you enter a user code to unlock the door. This feature ensures
that there are fingerprints on all digits so that codes cannot be identified
by examining the touchscreen for fingerprints.
If desired, this feature can be disabled by turning switch #4 to the off
position.
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The touchscreen is unresponsive.
The Lock symbol does not lock the door.
Only two digits illuminate on the touchscreen. ©2018 Spectrum Brands, Inc.
Troubleshooting: Smart Home Systems
The lock was not removed completely from
another network before being paired with the
new network.
Follow your smart home system’s instructions to remove (exclude/unpair)
the device from any other network. Then, attempt to pair (add/include)
the lock again.
The lock is not close enough to the controller.
Some Z-wave systems require that the lock be within 12" of the
controller during the pairing (inclusion/adding) process. If this is the
case, remove the lock from the door to perform the pairing process
closer to the controller.
IMPORTANT: The lock has an anti-tamper alarm that will sound if the
interior is disconnect from the exterior while the batteries are installed.
Follow steps in order:
a.
Remove the battery pack from the interior assembly.
b.
Remove interior assembly from the mounting plate.
c.
Remove the exterior assembly from the door.
d.
Connect the cable from the exterior assembly to the interior
assembly.
e.
Reinstall the battery pack.
f.
Perform the inclusion process while the interior and exterior are
connected.
Z-Wave
Controller
12"
305 mm
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The lock fails to pair with a Z-wave smart home system. ©2018 Spectrum Brands, Inc.
The system needs a repeater or router to
reach the lock.
Adding repeaters to your system may help communication between your
lock and the controller, especially if they are far away from each other.
The network configuration changed.
If any repeaters or routers in the system were moved since adding the
lock to the system, perform the “rediscover” process in your system’s
user interface.
The lock is in sleep mode.
If the lock has been unable to communicate with the system after
multiple attempts, it will go into sleep mode. Lock and unlock the door
with a key so that the lock status transmits to the system. If it still does
not communicate, remove (exclude/unpair) the lock from your system.
Then, pair (add/include) the lock with your system again. If the problem
persists, add a repeater or router between the controller and lock if none
presently exist in the system.
The light module or switch is not beaming
capable.
Z-Wave locks: Ensure the light module or switch located between the
controller and lock is beaming capable.
ZigBee locks: Ensure the router is reachable by both controller and lock.
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I can see the lock in my controller, but I can’t control it from the controller.
1.
Reboot the lock:
a.
Remove the battery pack from the lock.
b.
Press the "Program" button for 5 seconds and then the "A"
button for 5 seconds.
c.
If TS (touchscreen controller) shows low battery trouble for
the lock subjected to the firmware update then install new
batteries in pack.
d.
Replace the battery pack into the lock.
e.
If lock still fails to OTA update firmware, proceed to Step 2.
2.
Delete, default, and pair lock again:
a.
Delete the lock from TS (touchscreen controller).
b.
Perform a factory reset:
i.
Remove the battery pack from the lock.
ii.
Press the "Program" button for 5 seconds and then
the "A" button for 5 seconds.
iii.
Press and hold the "Program" button while
reinserting the battery pack. Keep holding the button
for 30 seconds until the lock beeps and the status
LED flashes red.
iv.
Press the "Program" button momentarily.
v.
After several seconds, the lock will flash the status
LED red and green several times and beeps twice
(if audio is enabled) to indicate factory reset is
complete.
c.
For model 910 or 914, perform handing on the lock. For
model 916, it will automatically perform handing.
d.
Pair the lock with TS again.
e.
If lock still fails to OTA update firmware, proceed to Step 3.
3.
If lock still fails to OTA update firmware after going through steps

1 and 2, it is recommended that your MSO/service provider contact

Kwikset/Weiser for advanced replacement of the lock.
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The lock fails to update or pair with a service provider's ZigBee smart
home system.
Lock fails to OTA (Over the Air) update firmware. ©2018 Spectrum Brands, Inc.
Troubleshooting: Battery
The lock must be replaced. Contact Technical Support.
The Wireless Card LEDs are staying on.
Remove the battery pack, press and hold the program button for 10
seconds. Replace the battery pack. If the Wireless Card LEDs continue
to stay on, contact Technical Support.
The smart home system’s user interface falsely
reports a low battery.
If you receive an alert from your smart home system indicating that
the battery is low, confirm this is true at the lock. Turn on switch #1 so
that the status LED flashes every six seconds. If the LEDs turn amber
or green, followed by a red flash, the battery is low. If the red flash is
not seen, the battery is not low. This is an error on the smart home
system side that will often be fixed when the lock is manually locked or
unlocked.
The smart home system controller’s
communication with the lock is draining the
battery.
Remove the lock from your system. Put a new set of batteries in the
lock. Operate the lock in stand-alone mode for a week. If the batteries
drain within the week, the problem resides in the lock. If the batteries do
not drain, the problem may be the smart home controller. Call Technical
Support.
The smart home system controller’s ping
frequency is too high.
Decrease the ping frequency from the controller to the lock to the lowest
possible setting.
To ensure proper operations post power cycle, allow 30 seconds
between battery removal and replacement. If the lock still displays low
battery behavior and/or fails to join/rejoin a ZigBee network, remove
the battery pack, press and hold the program button for 5 seconds then
press and hold button A for 5 seconds. Replace the battery pack.
D
The lock still shows low battery behavior locally and/or on SmartHome console
after fresh batteries were installed:
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The batteries drain within one day.
The batteries drain within one week.
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The batteries drain within a few weeks. ©2018 Spectrum Brands, Inc.
Battery FAQ
How long will the lock operate on a set of
batteries?
Based on 10 operations per day, a single, new set of Alkaline batteries
will operate the lock for over a year.
What type of batteries do you recommend?
For best results, use new non-rechargeable Alkaline batteries only.
I am planning to be away for several months.
Will my lock operate when I get back?
When the system is idling, it consumes minimum power (very close to
battery shelf life.) With alkaline batteries, the lock should be operable
after years of idle.
I replaced my batteries less than a year ago
and need to replace them again.
Check your door alignment. If the deadbolt makes several unsuccessful
attempts to lock or unlock the door, it may mean that the door is warped
and the latch does not line up correctly with the strike. Operating the
lock excessively reduces battery life. Avoid turning on the keypad light
unnecessarily.
What settings should I use to get the
maximum battery life out of my lock?
Set all switches to the OFF position.
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