14 Vivint Door Lock Problems Troubleshooting (Solved)

Vivint stands out as a significant player in the home security industry, providing advanced technology that merges various features into one streamlined and effective system. However, this big player isn’t without its fair share of troubles. 

One area where you might be having trouble with this home security is its doorlock. If you’re experiencing issues with your Vivint doorlock system, here are 14 common doorlock problems and how to fix them.

1. Vivint Door Lock Low Battery

Fixing a low battery in your Vivint Door Lock is easy and should take just a few minutes. Here’s what you need to do:

Smart Lock (892)

1. Disarm Your System: Ensure your system is disarmed to prevent accidental alarms.
2. Remove the Battery Cover: Slide the battery cover up and off from the inside part of your door. Use a Phillips screwdriver if screws need to be removed.
3. Replace Batteries: Take out the old batteries from the battery pack, dispose of them safely, and insert four new AA batteries, ensuring they’re correctly oriented.
4. Reassemble: Slide the battery pack back into the lock, ensuring the arrows on the pack point towards the door. Then, slide the battery cover on and secure it with screws if necessary.
5. Update Lock Status: Press the Kwikset button on the keypad and wait for the lock to stop beeping. This updates the lock’s status in your system.

Smart Lock (888)

The steps for changing the batteries in the Smart Lock (888) are identical to those for the Smart Lock (892). After reassembly, just remember to press the lock button on the keypad to update the lock’s status.

Smart Lock (9910)

Changing the batteries in the Smart Lock (9910) follows the same steps as above. After reassembling and ensuring the lock is in place, press the lock button on the keypad to complete the process and update the system’s status.

2. Vivint’s Door Lock beeped.

If your Vivint Door Lock is beeping every time a button is pressed, and you want to change this setting, here’s a simple way to do it:

1. Remove the Back Cover: Start by pulling the back cover of the door lock upwards to remove it.
2. Locate the Switches: Inside, you’ll see a set of four switches. The third switch controls the beep feature.
3. Adjust the Beep Feature: If you want the lock to beep, ensure this third switch is up. If you prefer the lock to be silent, push this third switch down.
4. Replace the Cover: Once you’ve set the switch to your preference, put the back cover back on by sliding it into place.

That’s it! You’ve now customized the beeping feature of your Vivint Door Lock.

3. Vivint Door Lock Keypad Not Working

If your Vivint Door Lock keypad isn’t working, here’s a straightforward solution to troubleshoot and possibly fix the issue:

1. Check Battery Level: If the red light on the back of the lock is constantly blinking, or if there’s a low battery alert on your panel, replace the batteries with four new AA batteries. (See steps to replace batteries in issue 1)
2. Manual Lock Test: Try turning the latch to lock and unlock the door. If it moves smoothly, the issue might be with your user codes or the lock’s communication with the panel.
3. Check for Obstructions: If the key doesn’t turn quickly, look for anything blocking the lock or the door jamb. If the lock was obstructed while trying to lock, it might need recalibration.
4. Reboot the Lock: If batteries are new and there are no obstructions, try rebooting the lock. Remove the batteries for one minute, then put them back. This can help the lock reconnect with your panel and app.

Still Not Working? If, after these steps, the keypad doesn’t work or you can’t lock/unlock remotely, contact Vivint’s Smart Home Specialists for further assistance.

4. Vivint Door Lock Reset Code

To reset your Vivint door lock code, follow these simple steps:

Through the Vivint Smart Home App

1. Open the Vivint Smart Home app on your smartphone or tablet.
2. Navigate to the “Locks” section and select the door lock you wish to update.
3. Go to “Manage User Codes” to view or change codes.
4. You can create a new code by selecting the option to add a user code and then entering your new desired access code.
5. (Optional) Assign a name to the new code for easy identification.
6. Save the changes. Your door lock will now recognize this new code.

Directly Through Your Panel

1. Access the menu on your panel by pressing the three dots in the corner.
2. Select “Users” and enter your current panel PIN when prompted.
3. Choose “Primary Admin User.” Keep “Separate Lock PIN” off for a single PIN across devices. To set a new door lock PIN, turn it on.
4. Go to “Lock PIN” and enter the new PIN you wish to use, then tap “Save.”
5. Confirm the new PIN by entering it again, and then save it.

After Changing Your Code

• Once you’re done, test the new code on your door lock’s keypad to ensure it works correctly.
• Confirm the change when you see the confirmation pop-up on your panel.

Quick Tips for Door Lock Codes

• Use a unique, hard-to-guess code.
• Regularly update your codes for enhanced security.
• Temporary codes are great for guests or service people.
• Keep your codes confidential.
• Test new codes right away to ensure they work.
• Monitor access history through the Vivint app for added security.

5. Vivint Door Lock Command Failed

If your Vivint Electronic Door Lock isn’t responding to commands from your app or online account, follow these simple steps to troubleshoot the issue:

1. Manually Test the Lock: First, go to your door lock and try locking or unlocking it using your codes.
2. Check Panel Control: Next, see if you can lock or unlock the door from your Vivint panel. If this works, try using the app or online account again to control the lock.

The issue is resolved if the lock responds to the panel and then starts responding to the app or online commands.

1. App and Online Account Test: If the door lock can be controlled via the panel but not through the app or online account, try arming the system using the app or online account. 

This tests whether the issue is with the lock specifically or a broader communication problem.

2. Communication Issue: There may be a communication issue if you cannot control the lock from the panel or have trouble arming the system from the app or online account.

In this case, it’s best to chat with a Vivint Smart Home Specialist for further assistance.

Performing these tests should help you to identify and potentially resolve the issue with your Vivint Door Lock not receiving mobile or online commands.

6. Vivint Door Lock, Not Locking

If your Vivint door lock isn’t locking or unlocking, here’s a straightforward solution:

1. Check Batteries: If a red light blinks on the back of your lock or your panel displays a low battery alert, it’s time to replace the batteries. Use four new AA batteries. 

This is relevant for Smart Lock models 892, 888, and 9910. (See issue 1 on how to change the batteries for each model)

1. Manual Test: Try manually turning the latch to lock the door. If it locks smoothly, the issue might be with your user codes or how the lock communicates with the panel.
2. Look for Obstructions: If the key doesn’t turn smoothly, inspect for any physical blockages in the lock or door frame. 

Sometimes, if the lock stops locking due to the door not being fully shut or because of an obstruction, it may need recalibration.

1. Recalibration: For model 9910, you might need to re-hand (recalibrate) the lock if it’s physically unobstructed yet still struggles to lock.
2. Communication Check: Ensure your lock has fresh batteries and operates smoothly manually. 

If so, but you still face issues, try rebooting the lock. Remove the batteries for a minute, then replace them. This can help it reconnect with your panel and app. 

Simply follow these steps to recalibrate (or “rehand”) your model 9910 Deadbolt Door Lock. This process helps the lock determine the correct direction to extend or retract the bolt:

• Remove the Back Plate: Slide the back plate off the back of the deadbolt.
• Remove the Battery Pack: Carefully remove the battery pack from the lock.
• Wait: Pause for about 10 seconds.
• Press and Hold: Reinsert the battery pack while holding the Lock button on the deadbolt’s keypad.
• Listen for a Beep: You should hear a loud beep. Once the deadbolt motor starts, you can release the Lock button.
• Observe: Wait for about 20 seconds. The deadbolt will move on its own as it recalibrates.
• Confirmation: Once recalibration is finished, the lock’s interior LED will flash green, and you’ll hear a beep, indicating the process is complete.
• Test the Deadbolt: To ensure everything works as it should, manually test it twice by extending and retracting the bolt with the turn piece.

The bolt should fully extend and retract, and the turn piece should align as shown in the diagram for a right-hand door (RHD) or a left-hand door (LHD).

1. Rebooting: If rebooting doesn’t fix the remote lock/unlock issue, there could be a more profound communication problem.
2. Contact Support: If, after these steps, the lock still isn’t working correctly, contact Vivint’s Smart Home Specialists for further help.

7. Vivint Door Lock Flashing Yellow

If your Vivint Door Lock (Smart Lock 9910) is flashing yellow, it simply indicates that the lock is in the locked position. 

If the flashing yellow light is unexpected or if you wish to turn off this LED indicator, here’s a straightforward way to manage it:

1. Access the Interior Cover: Start by removing the cover on the interior side of your door lock. You can do this by gently pulling it upward.
2. Locate the LED Light Control Switch: Look at the bottom right corner above the settings area. You will find four switches here. The first switch is dedicated to controlling the door lock light.
3. Adjust the Light Setting: If you want the LED light to be on and indicate the lock status, ensure this switch is up. Flip the switch to the down position if you prefer the light to be off and not display any status.
4. Replace the Cover: After setting the switch to your preferred setting, carefully replace the cover by sliding it back into place.

This simple adjustment allows you to control whether the LED light on your Smart Lock 9910 indicates the lock status or remains off.

8. Vivint Door Lock Flashing Orange

The Vivint doorlock doesn’t typically flash orange, but yellow. And this is to indicate that it’s locked. Green means the doorlock is unlocked, and the red light indicates a low battery. See issue 7 for steps to troubleshoot the issue.

9. Vivint Door Lock Red Light

If your Vivint Electronic Door Lock is flashing red and beeping, it could indicate a low battery or an error. Here’s a straightforward solution to address this issue:

Changing Batteries

Check Battery Status: If the lock flashes red, it must ensure the batteries aren’t low. If they are, replace them with fresh, non-rechargeable alkaline AA batteries.

(Follow the specific battery replacement instructions as seen in issue 1 for your Smart Lock model: Smart Lock (892), Smart Lock (888), or Smart Lock (9910).)

Error Troubleshooting

1. Verify Correct Code: Ensure you’re entering the correct code programmed into your door lock through your online account and that the lock is connected to your panel.

If the code is not set or you don’t have lock access, you can update it through your online account by following the instructions provided.

2. Reset Door Lock:

• Remove the cover on the inside part of the door lock and take out the battery pack.
• Wait a full minute before reinserting the battery pack while holding the lock button.
• The door lock will beep and perform locking/unlocking actions as part of the reset process.

Suppose the issue persists and the lock flashes red after you try the above steps. In that case, it’s advisable to contact Vivint’s Smart Home Specialists for additional support. 

They can provide further assistance and troubleshooting steps to resolve the issue effectively.

10. Vivint Door Lock is Not Connecting

If your Vivint door lock isn’t connecting, it might be due to various reasons. Here’s a simple guide showing the possible reasons for the problem and the solution you can implement to address it:

Possible Reasons

1. Weak Wi-Fi Connection

• Check your router’s signal strength to ensure it’s strong enough.
• Make sure no other devices are using bandwidth excessively.

2. Incorrect Network Settings

• Please verify that the lock or base station has the correct network settings.
• Consider resetting the Vivint smart home device if needed.

3. Outdated App Version

• Ensure you have the latest version of the Vivint Smart Home app.
• Update the app if necessary and try reconnecting.

4. Manual Locking

• Confirm if the device has been manually locked by you or another user with access to it.

5. Z-Wave Network Key

• Enter the Z-Wave network key on your lock again if required.

Solution

1. Troubleshoot Step-by-Step

• Start by checking your Wi-Fi connection and router signal strength.
• Next, verify the network settings on the lock or its base station.
• Ensure you have the latest version of the Vivint Smart Home app.
• Confirm if the lock has been manually locked.
• If none of these steps resolve the issue, consider entering the Z-Wave network key again.

2. Contact Support

• If the problem persists after troubleshooting, contact Vivint support for further assistance.

11. Vivint Keypad Not Working After Battery Change

If your Vivint keypad isn’t working after changing the batteries, here are some simple solutions to troubleshoot the issue:

1. Check the Batteries

• Ensure the batteries are alkaline AAs and non-rechargeable.
• Check for any corrosion in the battery compartment.
• Confirm that the batteries and battery pack are correctly oriented.

2. Replace the Batteries

• Slide the cover-up and off the door lock to access the battery pack.
• Grip the battery pack and pull it up and out.
• Remove the old batteries and replace them with four AA alkaline batteries.
• Ensure the batteries positive (+) side faces up when inserting them.

3. Reboot the Panel

• Tap the Menu icon, navigate to the Smart Home Settings section, and tap Devices.
• Enter your PIN, select Smart Hub, and Reboot. Yes.

4. Delete, Reset, and Re-add the Lock

• Unlock the Installer Toolbox.
• Select the menu button (…) and tap on Software Version.
• Enter the 4-digit code displayed in Site Manager after unlocking the Installer Toolbox.
• Choose Smart Home Devices, then Z-Wave, and finally Remove Node.

Additional Tips

• Ensure all steps are performed accurately to ensure proper functionality.
• Double-check the orientation of the batteries and that they are correctly inserted.
• If the issue persists, consider contacting Vivint support for further assistance.

12. Vivint Keypad Buttons Not Working

If your Vivint keypad buttons aren’t working, you can try the following steps to fix the issue:

1. Reset the Keypad

• Locate the button labeled PAIR/RESET next to the battery tray.
• Insert a paperclip into the hole until the button depresses.
• Hold the button down for ten seconds.
• The green light will blink rapidly while the button is pressed.
• After ten seconds, the light will go out and turn red when the reset is complete.

Note: Resetting the keypad removes it from any connected networks. Only use this procedure when the network primary controller is missing or inoperable.

2. Replace the Batteries

• Open the battery pack and replace the batteries with fresh Alkaline ones.
• Ensure the batteries are new, non-rechargeable, alkaline AAs, and correctly oriented.

3. Recalibrate the Lock

• Slide off the back cover and remove the battery pack.
• Keep the door open and confirm the power is drained from the lock by pushing and holding any button on the exterior keypad.
• While holding down the lock button, replace the battery pack simultaneously.
• Release the button when you lock it.

Additional Tips

• Follow each step carefully to ensure proper execution.
• Double-check the orientation of the batteries when replacing them.
• If the issue persists, consider contacting Vivint support for further assistance.

13. How do you change the batteries on the Vivint door lock?

Changing Vivint batteries for the different models is relatively straightforward. See the steps highlighted in issue 1: change your Vivint door lock batteries.

14. How do you connect the Kwikset to the Vivint door lock?

To connect your Kwikset door locks to your Vivint system, follow these steps:

1. Prepare Your Locks:

Perform a hard reset to ensure your Kwikset door locks are ready for pairing. This may involve excluding them from any previous networks.

2. Pair with Vivint System:

• Bring your Kwikset locks close to your Vivint panel.
• Initiate the pairing process on your Vivint system.
• Follow the prompts to pair the locks with your Vivint system. Ensure they pair securely if prompted.

3. Troubleshooting:

• If your locks fail to pair or respond appropriately, try performing a hard reset again and repeating the pairing process.
• Check for any signal interference or obstructions affecting connectivity between the locks and the Vivint system.
• Ensure your Vivint system’s firmware is up-to-date, as outdated firmware can sometimes cause compatibility issues.

4. Contact Support if Needed:

• If you encounter persistent problems, reach out to Vivint support for further assistance. They can provide troubleshooting guidance or offer solutions to help you successfully connect your Kwikset locks to your Vivint system.

Summary

Here are some of the most common issues you’ll be faced with when using the Vivint doorlock. 

Some of the solutions are pretty intuitive, while some might require some technical knowledge to implement. If you still encounter troubles after implementing some of these steps, don’t hesitate to contact customer support.