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[SmartThings] Incorrect Lock State (SmartThings app vs physical lock)

If you're experiencing incorrect states from your lock within the SmartThings app, check the following:

  1. Batteries: Make sure the batteries are not drained and that the lock is responding. If the batteries are low or it's dead, the SmartThings app will always report the last known state of the lock.
  2. Range: Your lock may be too far away to send commands to the SmartThings Hub. To confirm whether this is the case, try unlocking or locking the door lock from your SmartThings app to see if it responds. If not, you may need to relocate the Hub or install other Z-Wave devices to extend the range of your network.
  3. Network Connection: Make sure your Hub is plugged in and receiving an internet connection. Additionally, make sure your smartphone has a solid connection so that changes and updates from the Hub can be sent to the phone.
  4. Z-Wave Associations and Secure Inclusion: During the connection process, an extra layer of “handshaking” between the Hub and the lock occurs. This happens automatically when connecting a lock. If your lock does not correctly report its status, it's likely that it only partially connected or an association (also known as a secure inclusion) failed during the connection process. Perform a z-wave exclusion to unpair your lock from the SmartThings Hub and then reconnect the lock in order to attempt the association again.
    • Click here for steps to perform a z-wave exclusion. Select 'Removing and excluding a device that is already connected'.
    • Click here to pair your lock again to the SmartThings hub