@easterbob 

For your case, we recommend reaching out to the support team directly for assistance. Contact Technical Support 

To receive more efficient assistance, we recommend including as much relevant information as possible in your email, such as:

• Device details: model, MAC address, firmware and hardware versions.
• A detailed description of the issue.
• Troubleshooting steps you have already tried.
• Several photos of the lock from different angles in various states.
• Ideally, a video showing the lock’s behavior during both automatic and manual locking.

This will help our team better understand and address your situation.