Trilogy Lock Troubleshooting: Everything You Need to Know

This Trilogy lock troubleshooting article will discuss some common problems you may encounter with your trilogy locks and related troubleshooting tips.

Last Updated on December 19, 2022 by Vincent Zhu

Introduction

A trilogy is an intelligent door lock used in many different places and settings. The lock can be used on doors, gates, cabinets, etc. It has many features that make it unique from other locks on the market today. There are many different models of trilogy locks; each has unique features and capabilities.

This article will discuss common issues you may encounter with your trilogy locks and related troubleshooting tips for fixing them quickly and easily!

The common Trilogy lock problems and troubleshooting

Trilogy lock not locking

trilogy lock not locking

Before calling in a locksmith, you can do a few things to troubleshoot the Trilogy lock problem.

Make sure the lock is unlocked. If the status light on your Trilock is red, it’s locked and won’t let you set a new code or combination. To open, press the reset button for about two seconds until all three lights flash green.
Slide the keypad up, then hold it down until it beeps. The red light should turn on. If not, check that your batteries are installed correctly and have enough power. You may also need to open up the back of the lock and replace them if they’re low or dead altogether.
Open your door and check for any obstructions near where you insert your key into the frame when locking/unlocking your door. Make sure there aren’t any loose screws or other pieces lying inside your keyhole either—these can get stuck between knobs inside when trying to turn them later on (and will often cause this problem as well).
Check your battery levels. If you can’t access your Trilock because its batteries are low, replace them with fresh ones of the same type (AAA). It would help if you also changed them yearly to keep up performance.
Inspect the door frame and walls where you installed your Trilogy Lock for damage that could interfere with its operation or reception of signals from other devices (such as mobile phones).

Please note that ShineACS Locks is just writing the Trilogy lock troubleshooting article and providing possible handling suggestions, not offering after-sales service. If you can’t finally solve your problem with our article content, please get in touch with the Official aftermarket.

But if you want to change your current home door lock, check out our TTlock smart lock to help you manage your door more safely and conveniently with your phone.

The Trilogy lock keypad is not working.

The trilogy lock keypad is not working.

There are three possible causes for the Trilogy smart lock not working.

The battery is dead. The lock has a small battery that runs the keypad and keeps track of your access history. If it dies, you can replace it with a coin battery like this: [insert link].
An administrator has disabled the lock. This is often done if someone forgets their pin, leaves their door open too long, or is banned from using our system (for example, they accidentally broke down and punched through the door).
Your physical keycode entry did not match ours exactly.

The Trilogy lock is not unlocking.

The trilogy lock is not unlocking.

If your Trilogy lock is not unlocking, there are several possible reasons:

The lock is not connected to the network. Check if your lock has a green light on the device to ensure it is connected.
The administrator has disabled this device from being used.
The battery in your Lockitron is low or dead and needs to be replaced.
If the lock is not connected to the network, you will see an error message on your keypad indicating that it has lost its connection. Pressing ‘Lock’ again should restore communication with the lock, but if you continue to receive this error message, try restarting all devices communicating with the lock before troubleshooting.
If you’re seeing a message similar to “Admin Disabled” or “Power Outage” on your keypad, check with your administrator for further assistance and ensure that they have given any necessary permissions for using Trilogy in their building or facility.

Lost Trilogy lock programming code

Lost trilogy programming code

If you have lost your Trilogy programming code, follow these steps:

Unlock the door with the lock’s existing programming code.
Remove the battery from the lock for 30 seconds and reinsert it (you should hear a beep). If there is no beep, place an envelope over both ends of the keypad and press firmly until you hear it click into place—this can take up to 10 seconds, depending on how much pressure is applied and where on the keypad is being pressed.
Enter your programming code in all four digits (for example, if your code were 4444, then enter 4444) and press the center of the keypad. If there is no beep or flashing light, repeat steps 1 through 4 until you hear the lock beep and see a flashing light.

Auto-lock function is enabled, but the Trilogy lock will not auto-lock.

Auto-lock function is enabled, but the lock will not auto-lock.

If the auto-lock function is enabled and your Trilogy lock will not auto-lock, a couple of things could be causing this.

First, ensure you’ve changed your Trilogy lock to an auto-locking model. Not all locks have this ability. If yours does not, it may be time to upgrade!
Next, we recommend checking the batteries on your Trilogy lock. Batteries can lose their charge over time and need to be replaced from time to time. If this is the case with yours, make sure that you check whether any other functions on your device are working properly before replacing them with new ones (e.g., if an LED light is turned off after changing batteries).
Finally, ensure that no door is unlocked or ajar—this could cause issues with how quickly or slowly it closes when the deadbolt is placed at night (depending on which model you own). If necessary, move the deadbolt back and forth until it disengages for doors to close fully while keeping intruders out!

Trilogy Lock not responding to commands.

Lock(s) not responding to commands

Check the batteries. If your Trilogy lock is not responding to commands, it may be that the batteries need to be replaced.
Check for open doors and windows in the home. See if you can lock them from inside your home or apartment to see if this resolves the issue. This will help rule out whether there’s an external reason why your lock isn’t responding correctly (i.e., there’s no power for the doorbell).
Reset or reinitialize your locks: If neither of these fixes works for you, try factory resetting or reinitializing all of your locks at once (you could do this by triggering all three waves with a single command from iComfort). The way we do this is below:
Press “Unlock” on one device until it says “Reset.” Press “Lock” on any other device until it says “Reset.” Then press both buttons at once (elevator button style) and hold until both say “Initializing Lock Mode,” then release both buttons immediately after they say that they’re initializing their mode (they’ll usually say something like ‘LOCKING’ before they’re finished).

The Trilogy lock did not recognize the physical keycode entry.

Trilogy Lock Troubleshooting: Everything You Need to Know 2

The first thing to check is the Trilogy batteries. If they are low, the lock will not recognize your physical keycode entry. Check the battery compartment and replace it with new batteries if necessary. If you have confirmed that you have fresh batteries in place and still can’t get it to work, try another code from our list of default codes below:

If none of these work for your lock, try reinitializing or resetting it by following these steps:

Remove all keys from their respective keyholes (if applicable)
Enter 9-9-9 into any keypad on the lock (you may need to press each number individually rather than hold each one simultaneously). This step may take several minutes; do not worry if nothing happens immediately after entering this sequence! This sequence will clear all previous codes and settings so that we can establish a new connection with your lock.* *Note: You must enter 9-9-9 precisely as written above; using different combinations will not work, nor will entering any other numbers should you accidentally hit a wrong number while typing.* 3) After entering these three digits into your padlock’s keypad, wait until lights flash twice before hitting “enter” again – all previous codes have been cleared out! Try again by inputting another code from our list of defaults above or searching for one online.*
Repeat steps 2 and 3 until the successful entry is made by pressing “enter” after typing in nine consecutive digits correctly (if unsuccessful after doing this method five times, then you may need professional assistance).

Other Possible Trilogy Lock Issues and Troubleshooting Tips

In addition to the above steps, you may also want to check the following:

Is the Trilogy lock damaged? Sometimes a broken lock can cause issues with functionality.
Are the batteries dead? If you haven’t changed them in a while and they’re running low on juice, this could be an issue. Check that they have enough power before attempting any troubleshooting steps listed below.
Is the lever mechanism locked or jammed? This means that no matter what you do with your key or code (or without), there’s no way for it to open or close properly because something isn’t working correctly inside your lock’s inner workings (i.e., this is not a mechanical malfunction).

FAQs About Trilogy Lock Troubleshooting

What is a trilogy lock?

What is a trilogy lock

A Trilogy lock is a sub-brand of ALARM LOCK, and a Trilogy lock is a keypad entry and proximity security lock. They are typically used in residential buildings, such as condos or apartments, to allow the owner of an apartment unit to grant access to guests approved by the owner.

Trilogy locks can be used for many purposes: for example, a landlord can use a trilogy lock as part of their rental application process.

Why do you need trilogy locks?

Why do you need trilogy locks

To understand why you need Trilogy locks, let’s examine why they’re so popular.

Security: The first and most apparent benefit is security. With access control, you can limit who has access to your property and when they have it.
Time and attendance: Another widespread use for trilogy locks is tracking employee time spent on the job by using them in place of punch cards or paper logs. It’s also helpful in tracking who comes in and out of your office throughout the day (or night).
Remote access: Many offices use these locks not only to let people into their buildings but also to allow remote employees to get into their offices from home or work remotely via computer. This will enable them to work from wherever they want without worrying about having all their files are stolen or someone walking off with a laptop full of sensitive information while they’re away from the office!
Management: Having an effective system in place will make life easier for everyone involved—whether it’s managers looking after employees’ needs or employees themselves looking after their own needs, like making sure everything runs smoothly before leaving at night, so nobody gets stuck inside when doors close automatically at seven ppm every day…

What are the the common models of trilogy locks?

standard models of trilogy locks

The Most common and standard models of Trilogy locks are DL1200, DL2700, DL2800, DL3000, PDL3000, and PDL3500.

How to change the master code for Trilogy lock DL1200 and DL2700?

Trilogy Lock Troubleshooting: Everything You Need to Know 3

Enter existing Master Code: [1] [2] [3] [4] [5]. A beep will sound, and the lock will open.
Within 5 seconds, enter Master Program Address: [AL] [1] [AL].
Within 5 seconds, enter new Master Code: [5] [4] [3] [2] [1].
Press [AL].
Enter Master Code again to validate (only the Master Code must be validated): [5] [4] [3] [2] [1]. Six beeps will sound, and the lock will relock after about five seconds.
Test the new Master Code. Enter: [5] [4] [3] [2] [1].
A beep will sound, and the lock will open.

Note: If only one code is required, stop here and proceed to program SPECIAL FUNCTIONS

To know more about how to change the master code on Trilogy lock:

https://www.youtube.com/watch?v=tV_TQJXpbpY

Changing master code on DL2700 trilogy (https://www.youtube.com/watch?v=tV_TQJXpbpY)

Changing master code on DL2700 trilogy

How to change the master code for Trilogy lock DL2800, DL3000, PDL 3500, and PDL3000?

Press the default Master Code: 1 2 3 4 5 6.
Wait for the green light and press the “AL” button; until multiple beeps are heard. You are now in Program Mode. (Note: The lock will beep every 6 seconds as a reminder that you are in Program Mode).
Enter a new personal 6-digit Master Code number by pressing the following keys:[AL] [1] [AL]+[new Master Code]+[AL]+[new Master Code]+[*].
Now that the Master Code has been changed, there is no need to change it again (unless you want to). Since you are still in Program Mode, you can proceed directly below and program various functions.

Note: Programming any Function, such as setting the time, follows a consistent 5-step pattern:

Enter Program Mode
Press [AL] ; [Function #]
Press [AL]; and enter the data
Press [*]: to end
Exit Program Mode (if desired).

How to replace Trilogy lock battery?

Trilogy lock battery replacement

Almost all Trilogy locks use five 1.5-volt Alkaline size AA batteries. You will know the batteries are weak when a valid code is entered and the following occurs: the light amber LED lights and the sounder sounds for 4 seconds.

To replace the batteries for your Trilogy locks:

At the back of the lock, remove the screw at the bottom of the lock housing and remove the cover.
Pull out the battery pack and quickly replace all five batteries – within 2 minutes.
If you do not hear the three beeps when power is reapplied, all programming and settings have been retained, and the lock is ready for use. Go to step 5.
If you hear three beeps when power is reapplied, do not press any keys for 15 seconds. After 15 seconds, the LED will flash red six times, and six beeps will sound. Reset the clock using functions 38, 39 and
40.
Replace the cover and tighten the screw.

Please note: Do not press any keys while batteries are　disconnected, or you may erase the real-time clock settings. Pressing any key will remove the voltage required to keep the system clock and Audit Trail in　memory.

https://www.youtube.com/watch?v=klMQoP9BqbM

Alarm Lock Trilogy T2 Battery Changing DL2700 LocDown (https://www.youtube.com/watch?v=klMQoP9BqbM)

Alarm Lock Trilogy T2 Battery Changing

How to reset Trilogy lock DL1200?

To reset Trilogy lock DL1200:

Enter the current Master Code (if not known, proceed directly to the ALTERNATIVE METHOD below). Wait for the green light. The lock will unlock.
Within 5 seconds (or current Pass Time interval), press the function; 000;
Listen for six beeps. The lock will relock. All settings and programming have been erased. Proceed directly to page 12, Quick Start, and follow the procedure “Enter Program Mode and Change Factory Master Code.”

How to reset Trilogy locks If you don’t have the master code?

If you don’t have the master code. Try the following steps:

Insert the key in the cylinder and turn counterclockwise to allow the battery compartment screw access. With the supplied 5/64″ Allen wrench, loosen the battery cover screw only until the battery cover can slide off.
Disconnect the battery pack.
Remove the back plate by unscrewing the two Phillips head screws. Note: Some models have four Phillips head screws. Be careful not to damage the motor drive wires.
Locate jumper header JP1 near the top of the printed circuit board and install the jumper (provided) across pins 1 and 2 of JP1.
Press and hold down; for 10 seconds (to ensure all power is drained from the lock) and release.
Connect the batteries and–within 5 seconds–press and hold; After hearing six additional beeps, release; If you do not hear these six other beeps, you must start over at step 2. Failure to follow this exact procedure can result in erratic lock behavior.
Test by pressing the default Master Code of 12345 (a beep will sound, and the lock will unlock).
Remove the jumper from JP1 pins 1 and 2 and place the jumper on one pin for storage.
Carefully reinstall the back plate STRAIGHT onto the lock body. Be careful not to pinch or damage the motor drive wires. While inserting the back plate, be sure the rear pin of the tailpiece inserts into the spindle hole–check this alignment after installation by pushing on the spring-loaded tailpiece to verify that it smoothly moves up and down. Replace the two (or four) Phillips head screws to secure the back plate. Note: It may be necessary to tighten the battery screw previously loosened in step 1.
Re-mount the lock on the door. With the battery back inside its compartment, slide the battery cover back in place and tighten the screw.
All settings and programming have been erased. Proceed directly to page 12, Quick Start, and follow the procedure “Enter Program Mode and Change Factory Master Code.”

Check this video to learn how to reset Trilogy Lock without the master code

https://www.youtube.com/watch?v=DOtpO9YD3s0

DL2700 Reset Non Traditional (https://www.youtube.com/watch?v=DOtpO9YD3s0)

How do reset Trilogy lock DL2800 and DL3000?

Unplug the battery pack.
Press any key to ensure the lock’s capacitor is fully discharged.
Re-connect the battery pack (the lock will give three short beeps).
Press any key within 5 sec after hearing the three beeps.
A series of beeps will be heard.

All settings and programming have been erased, and the lock is now ready for use. Note: All lock programming can also be erased (without the need to disconnect the batteries) by entering Function 99.

https://www.youtube.com/watch?v=sA4EeUkUmuc

Lock Tips: How To Factory Reset Kaba Alarm Lock Trilogy DL2700 & DL2800 Keypad Locks (https://www.youtube.com/watch?v=sA4EeUkUmuc)

How To Factory Reset Alarm Lock Trilogy DL2700 & DL2800 Keypad Locks

How to reset Trilogy lock PDL3000?

Remove the battery pack.
With battery power disconnected, press and hold down; for 10 seconds to ensure the discharge of all capacitors.
Reinstall the battery pack (the lock will sound like three short beeps). If beeps are not heard, then restart step 1.
Within 5 seconds after hearing the three short beeps, press and hold; until the lock begins to beep, then release.
5 RED LEDs and five beeps will be heard, followed by 10 seconds of silence, then 3 GREEN LEDs and three fast beeps.
All settings and programming have been erased, and the lock is now ready for use. Note: All lock programming can also be erased (without the need to disconnect the batteries) by entering Function 99.

How to install Trilogy lock?

To learn how to install Trilogy locks, please check the following video:

https://www.youtube.com/watch?v=-T830Fpxnv8

How To Install an Alarm Lock Trilogy T2 DL2700 Electronic Keypad Lever (https://www.youtube.com/watch?v=-T830Fpxnv8)

How To Install an Alarm Lock Trilogy T2 DL2700

Vincent Zhu

Vincent Zhu has 10 years of smart lock system experience and specializes in offering hotel door lock systems and home door lock system solutions from design, configuration, installation, and troubleshooting. Whether you want to install an RFID keyless door lock for your hotel, a keyless keypad door lock for your home door, or have any other questions and troubleshooting requests about smart door locks, don't hesitate to contact me at any time.

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Trilogy Lock Troubleshooting: Everything You Need to Know

Introduction

The common Trilogy lock problems and troubleshooting

Trilogy lock not locking

The Trilogy lock keypad is not working.

The Trilogy lock is not unlocking.

Lost Trilogy lock programming code

Auto-lock function is enabled, but the Trilogy lock will not auto-lock.

Trilogy Lock not responding to commands.

The Trilogy lock did not recognize the physical keycode entry.

Other Possible Trilogy Lock Issues and Troubleshooting Tips

FAQs About Trilogy Lock Troubleshooting

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Trilogy Lock Troubleshooting: Everything You Need to Know

Introduction

The common Trilogy lock problems and troubleshooting

Trilogy lock not locking

The Trilogy lock keypad is not working.

The Trilogy lock is not unlocking.

Lost Trilogy lock programming code

Auto-lock function is enabled, but the Trilogy lock will not auto-lock.

Trilogy Lock not responding to commands.

The Trilogy lock did not recognize the physical keycode entry.

Other Possible Trilogy Lock Issues and Troubleshooting Tips

FAQs About Trilogy Lock Troubleshooting

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