Having issues with your Latch/Door Lock?

Please try these fixes before filling out a form:

Search for solutions on our online portal for residents:

https://www.cybersuitex.com/support/support-resident

You may find solutions to your issue here.

If it does not help to resolve the problem, follow the steps below:

Is this a hardware issue or software issue?

If it is a software issue, please contact your property manager and they should be able to assist you.

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Is this a hardware issue? Follow the steps below:

1. Does your lock light up when you touch the outer lens?
   1. YES – your lock is powered but you may need adjustments to your Latch/Door account. Contact property management team and they should be able to assist.
   2. No- Your Latch/Door device needs to have its batteries changed.
      1. Change your batteries with only brand-new Duracell or Energizer batteries. You will need 6 AA batteries.
      2. IF you see any white reside in the battery compartment, use an alcohol wipe to clean the contacts and try again.
      3. If you continue to have issues, take a video of the issue and forward it to your property manager. They will forward it to our team, and we may be able to resolve it via email or over the phone.
      4. Lastly if all these steps do not work fill out the service call form.

Note: These steps must be completed for the service call to be free. If a service call is completed and is resolved due to a battery change and or cleaning of the contacts. You will be charged a lock maintenance fee. This fee covers the technicians’ visit and the cost of batteries if we provide them. If the steps are completed above, your deposit will be returned to you on the same day of your service call.

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Is your lock is failing to lock when you touch the lens or is it hard to turn the physical key when locking or unlocking the door. This could be an issue with door alignment. Please contact property management and they can arrange for someone to investigate for you.

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Hello Resident,

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Before filling this form out to schedule a service call there is some steps that you can take on your own to resolve the issue.

1. Replace the batteries in the lock.
   1. Remove the 2 Philips head screws on the top and bottom of the Latch lock panel located within your unit.
   2. Remove the old batteries.
2. Inspect the battery compartment
   1. If there is any battery salts in the compartment do the following
      
      • Use a alcohol wipe or damp paper towel to remove all the salt buildup on the battery contacts. You can also use light abrasive like a dish scrubby to remove the salt deposits.
   2. Once the compartment is clean you now can replace the batteries.
3. Replace ONLY with 6 AA Duracell or Energizer batteries.
   1. Be sure to match the orientation of the batteries to the diagram in the battery tray.
   2. Use all new batteries from the same package.
   3. No not use different batteries from different sources.
4. Reinstall the panel and screw in the screws.
5. Wait 30 seconds.
6. Touching the lens on the outside of the lock unit should result in it lighting up.
7. If it does not light up, then a service call is needed.