Some of the most common questions we get asked

Many people want to know how to use a product after buying it.

Most of these questions can be answered by simply reading your user manual.

However we do understand that some issues may not be covered and some personal assistance will be required.

Please Note:  Installed software is not covered under any warranty.

Most Access Control software issues are from self created errors or interference from other sources, like your network has issues.


Fingerprint Locks:

Please be aware that not everyone’s finger will work on our products.

Every person is an individual and many circumstances may come together to stop that persons finger from working.

This includes age, line of work, medical conditions, arthritis  or even just having no fingerprints.

  • My finger does not work when it did before?   During times of low humidity (winter) your skin may become dryer than normal. This causes contact issues between your finger and the finger print reader so the lock gives an error. To overcome this, moisten your finger, wipe dry and then try again straight away.
  • Can I register more than 1 finger on my lock?  Yes, multiple fingers can be registered on your lock as long as there is spare template capacity. It is highly recommended that at least 1 finger from each hand is registered.
  •  I have young children, will their fingers work? Children from about 6 years on should be able to be registered. However care must be taken in registering and use. It is recommended to redo their fingerprints every 6 months as they grow.
  • My finger registered but does not open the door. The lock may register your finger but if it is of low quality, it may not pass the security level needed to open the door. If this happens, delete your existing finger and try to register it and other fingers again. Take care in how you place and hold your finger on the sensor. Continued errors may mean you may have to use an alternative method like a RFID card


Digital Door Locks:

Unlike a fingerprint lock, digital locks have very little ‘user’ errors.

Most issues can be attributed to installation of your lock.

  • If you enter your pin code too fast, you may get an error. Slowing down the time between pressing numbers will most times let you in without a problem.
  • Any issues with intermittent operation usually stem from the installation. Please make sure that connecting cables are not bent over onto themselves or pinched under metal parts, thus restricting electrical current
  • If having an issue with the E-Max2 lock not working correctly, it is common for people to squash the cable when installing the back (inside) body. Take the back body off the door, check the cables and also lock  operation off the door.
  • The E-Max2 is designed to automatically lock when the door is closed. However if you do not use the supplied strike plate and housing on your door frame, automatic locking will not work.
  • Make sure that you install your lock underneath adequate cover – locks will fail if they get wet and water gets inside
  • Cards do not work – cards can easily be bent which will break the memory chip inside. Check operation with a new card to see if the lock will read it.


Other common questions:
  • How do I know when to replace the batteries?  All of our battery powered locks are equipped with a low battery alarm. This gives you plenty of time to change your batteries before the device fails.
  • Can I use other types of batteries in my lock?  NO. Our locks are designed to use normal alkaline batteries only. Use of Lithium / Rechargeable batteries voids your product warranty due to excessive power output above recommended factory settings
  • Do I lose any stored information if I take out the batteries or they go flat whilst I am on holidays? No data is lost as it is stored in memory inside the lock
  • Is my lock waterproof – NO. Locks are designed to be used underneath a roofline only. A small amount of moisture will not affect the lock but if wet from a hose or continued exposure from ‘blow in’ rain will cause the lock to fail.
  • How long will my lock last?  Electronic locks are designed to provide many years of service. However, being electronic means that they are susceptible to the same things that can cause powered products to fail. 1. This includes sudden impacts which can crack the circuit board 2. Rough handling and use 3. Lack of maintenance 4. Moisture