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Shepherd Lock

Troubleshooting

My Bluetooth connection is not finding Shepherd Lock.

Check to see if the lock is already paired to a different phone. Only one lock owner can pair the lock to their phone. If someone else has already paired the lock to their phone, they will need to share a virtual key with you to allow you to use the lock.

If your lock is not paired yet, here are some things you can do:

Turn Bluetooth off and then back on.

If you are having a difficult time connecting to your lock using your Bluetooth connection on your phone, first try turning the Bluetooth setting on your phone off and then back on again. Usually, your Bluetooth connection can be found under your phone’s settings. After you have turned your Bluetooth tab off for 30 seconds and then turned it back on, check to see if you can connect your Shepherd Lock to your phone.

‘Forget this Device’

On your Bluetooth settings on your phone, check to see if Shepherd Lock is listed as a connected device already. If Shepherd Lock is listed but the connection is still not working, click ‘Forget this Device’. Open your Shepherd app and try to connect again.

Force Quit your Shepherd Lock app.

Follow your phone’s steps to force quit the Shepherd Lock app. Open the Shepherd Lock app. Attempt to connect with Bluetooth.

Power Cycle Your Lock.

If needed, power cycle your Shepherd Lock. To power cycle Shepherd Lock, remove lock module cover. Remove battery case and set aside.

Facing your Shepherd Lock, place your finger on the inside right of the space where the battery case normally goes. Put pressure on the side facing you, press toward you. You will feel a small button. Hold this silver button firmly toward you for 10 seconds.

Place battery case back in and replace cover. Wait 10 seconds. You will hear the lock start-up chime. You’ll see 4 light blue LED notifications that indicate that the lock is operating.

Power Cycle Your Phone.

If the previous steps do not resolve the problem, try turning your phone off, waiting 30 seconds and then turning your phone back on. Make sure your Bluetooth settings are turned on. Open the Shepherd Lock app and try to connect over Bluetooth.

Replace the batteries in your Shepherd Lock.

If you are still having trouble connecting your phone to your lock with Bluetooth, you can replace the batteries in your Shepherd Lock. See Shepherd Lock’s online User Manual and Installation Guide. For best results, replace all batteries at the same time.

Be aware that Shepherd Lock works best when the phone is within 20 feet of the lock. Your mechanical, metal key will still work whether your Shepherd Lock is connected to your phone or not. If needed you can sign into the Shepherd Lock app on a different phone and try connecting with Bluetooth.

My lock beeps when I touch it but doesn’t unlock.

Your Shepherd Lock should not beep if you are touching the touch pad on the lock module inside your home. If it beeps while touching the lock module inside your home, you need to touch within the specified area on the touch pad (see User Guide for details).

Generally, there is a few second delay between touching your lock on the outside of the door and the deadbolt responding by locking or unlocking. Do not retouch your lock immediately after hearing the beep sound. If you are not an authorized user and you touch the deadbolt you will hear a beep followed by an error tone.

If you have touched your deadbolt lock and there is no lock or unlock activity after 5 seconds, you can touch your lock again.

Additional steps: Make sure your batteries are not low and that your phone is connected to your Shepherd Lock via Bluetooth (See Bluetooth Connection Troubleshooting). If needed, power cycle your Shepherd Lock.

To power cycle Shepherd Lock, remove lock module cover. Remove battery case and set aside. Facing your Shepherd Lock, place your finger on the inside right of the space where the battery case normally goes. Put pressure on the side facing you, press toward you. You will feel a small button. Hold this silver button firmly toward you for 10 seconds.

My lock is not locking or unlocking smoothly.

You may need to recalibrate your lock. To calibrate the lock, open the Shepherd Lock app. On the homescreen you will see an arrow facing down. Drag this menu down and select the correct lock from the list. Once you have selected the lock you will be taken back to the homescreen. Click ‘Settings’ in the bottom right-hand corner of the app. Click Diagnostics. Click Calibrate. Make sure your door is securely closed. Follow the in-app instructions.

My lock is jamming.

Check to see if you are using the correct lock adapter set for your deadbolt lock brand. See chart below.

Check the screws that hold your mounting bracket in place. Make sure they are not too tight. Check the screws that hold your module in place on the mounting bracket. Make sure they are not too tight. Check to see that your mounting bracket is centered between the left and right hand sides of the deadbolt hole (the circular cut into your door).

Slight door shifts may occur with seasonal temperature changes. If you believe this has happened, recalibrate your Shepherd Lock. To calibrate the lock, go to the Settings in the Shepherd Lock app. Click calibrate lock. Make sure your door is securely closed. Follow the in-app instructions.

My app is showing the wrong lock position (locked vs. unlocked).

If your app is telling you the door is locked but you see that your lock is set in the opposite setting, unlocked (and vice versa), you will need to recalibrate your Shepherd Lock. To calibrate the lock, open the Shepherd Lock app. On the homescreen you will see an arrow facing down. Drag this menu down and select the correct lock from the list. Once you have selected the lock you will be taken back to the homescreen. Click ‘Settings’ in the bottom right-hand corner of the app. Click Diagnostics. Click Calibrate. Make sure your door is securely closed. Follow the in-app instructions.

How do I transfer ownership of the lock from one phone to another phone?

To transfer ownership from one phone to another phone, simply log in to the Shepherd Lock app using the original phone's login credentials (email and PW). Open the 'profile' screen. Change the phone number from the old phone to the new phone.

There can be only one master account that has 'ownership' of your Shepherd Lock. If you own multiple Shepherd Locks, you can be the owner of one of them and the guest of another or others, depending on your needs.

Remember, you can always share temporary or permanent access through the mobile app.

My lock is not showing up in my app after I paired it to my phone.

Make sure you have followed every step in the pairing process. An internet or cellular network connection is needed to successfully pair your lock to your phone. If pairing has failed, start from Step 1 and try again. Make sure you are standing next to your installed Shepherd Lock and have new batteries in the lock module when pairing your lock to your phone.

Make sure you are using a compatible phone: iOS 13.0 (iPhone 7) or later or Android 8.0 or later.

I changed my batteries, but my lock is still not operating.

Make sure your battery case is properly placed inside the lock module and that your batteries are installed correctly.

If your lock is still unresponsive, perform a power cycle on your lock. To power cycle Shepherd Lock, remove lock module cover. Remove battery case and set aside. Facing your Shepherd Lock, place your finger on the inside right of the space where the battery case normally goes. Put pressure on the side facing you, press toward you. You will feel a small button. Hold this silver button firmly toward you for 10 seconds and then let go. Your lock will beep to confirm the power cycle has completed. You will be prompted on your Shepherd Lock app to close your door once the power cycle has completed, battery case put back in, and module cover placed on the lock module.

I paired a second lock to my app, but only my original lock shows up. What do I do?

If at any time during the pairing process something fails, you will receive a notification on the app that a failure or disconnect has occurred. Make sure you are connected to internet or your cellular network while pairing your lock.

Make sure you have gone through the pairing process correctly with your second lock. When pairing your lock, it is important that you are directly in front of your lock module inside the door and that your phone’s Bluetooth is turned on.

If you have paired your phone and lock correctly and the second lock is still not visible in your Shepherd Lock app, you can force quit the app and try again. You can also toggle your Bluetooth settings in your phone, off and then back on again.

Check to see if the lock is already paired to a different phone. Only one lock owner can pair the lock to their phone. If someone else has already paired the lock to their phone, they will need to share a virtual key with you to allow you to use the lock.

If that is unsuccessful, perform a power cycle on the lock.

To power cycle Shepherd Lock, remove lock module cover. Remove battery case and set aside. Facing your Shepherd Lock, place your finger on the inside right of the space where the battery case normally goes. Put pressure on the side facing you, press toward you. You will feel a small button. Hold this silver button firmly toward you for 10 seconds and then let go. Your lock will beep to confirm the power cycle has completed. You will be prompted on your Shepherd Lock app to close your door once the power cycle has completed, battery case put back in, and module cover placed on the lock module.

The adapter set 'Other' isn't working for my lock brand

Our universal adapter set (labeled 'O' and is the color red) works with most deadbolt lock brands. Occasionally, the fit might be a bit tight or loose. In this case, it is ok to use the blue or green adapter sets. On rare occasion, users have interchanged the flat adapter piece with a different colored round adapter piece to accommodate their deadbolt lock's unique shape and size.

FAQ

Does Shepherd Lock work without WiFi?

Shepherd Lock connects to your phone via Bluetooth. Once connected to Bluetooth, the touch entry, alarm, and key sharing features will work. Remote lock while in Bluetooth range will also work.

Note: Shepherd Lock requires a cellular network connection or a WiFi connection when pairing the lock.

How to remotely unlock or lock Shepherd Lock.

Open the Shepherd Lock app and tap the lock circle on the screen to lock. Once the door is locked the screen option on the app will update to give you the option to tap the unlock circle on the screen. If you don’t have a WiFi bridge then you will need to be in Bluetooth range to remotely lock or unlock your Shepherd Lock.

If you have more than one Shepherd Lock paired to your app, select the correct lock from the drop down menu on the homescreen and proceed to remotely lock or unlock your lock.

How do I recalibrate my lock?

To calibrate the lock, open the Shepherd Lock app. On the homescreen you will see an arrow facing down. Drag this menu down and select the correct lock from the list. Once you have selected the lock you will be taken back to the homescreen. Click ‘Settings’ in the bottom right-hand corner of the app. Click Diagnostics. Click Calibrate. Make sure your door is securely closed. Follow the in-app instructions.

How do I factory reset my Shepherd Lock?

To calibrate the lock, open the Shepherd Lock app. On the homescreen you will see an arrow facing down. Drag this menu down and select the correct lock from the list. Once you have selected the lock you will be taken back to the homescreen. Click ‘Settings’ in the bottom right-hand corner of the app. Click Diagnostics. Click Delete Device.

Note: Only the lock owner with a paired phone can factory reset their Shepherd Lock.

How do I power cycle my Shepherd Lock?

To power cycle Shepherd Lock, remove lock module cover. Remove battery case and set aside. Facing your Shepherd Lock, place your finger on the inside right of the space where the battery case normally goes. Put pressure on the side facing you, press toward you. You will feel a small button. Hold this silver button firmly toward you for 10 seconds and then let go. Your lock will beep to confirm the power cycle has completed. You will be prompted on your Shepherd Lock app to close your door once the power cycle has completed, battery case put back in, and module cover placed on the lock module.

How do I find my Device Code/Key?

Your unique Device Code is located inside the product packaging you received with your Shepherd Lock. This Device Code is on a sheet of paper located inside the box containing your User Manual and Pairing Guide.

Additionally, your unique Device Code is located on a sticker on your lock module along with other important information. Do not remove this sticker.

Where do I find my lock’s serial number?

Your lock’s unique serial number is located on a sticker on your lock module along with other important information. Do not remove this sticker.


Additionally, your lock’s serial number can be found with your lock’s information on your account in the Shepherd Lock mobile app. On the homescreen you will see an arrow facing down. Drag this menu down and select the correct lock from the list. Once you have selected the lock you will be taken back to the homescreen. Click ‘Settings’ in the bottom right-hand corner of the app. Click ‘Device Info’. Your lock’s unique information will be located under the ‘About’ section.

How is the firmware for Shepherd Lock updated?

Your Shepherd Lock app will prompt you to update as new firmware versions become available. It is important to always keep your Shepherd Lock app updated.

To locate the firmware version, open Shepherd Lock's app and click Settings - Diagnostics.

Is Shepherd Lock hackable?

Shepherd Lock uses a Link Layer Encryption (LLE) to ensure
information transmitted has been scrambled (encrypted), and the information
transmitted itself is encrypted using AES-256 military grade cipher, making it
safe from hackers. Each time a user touches their deadbolt and a BLE signal is
sent from the lock to Shepherd Lock’s app, the session key is used only once
and is not repeated. Any hacker who attempts to steal a session key will not be
able to use the key. Additionally, each signal sent from a user’s device to the
lock is verified with a digital signature to authenticate the source.

Can I still use my metal house keys?

You can still use your mechanical keys to get in and out of your house with Shepherd Lock installed on your door. Additionally, located underneath the magnetized cover of Shepherd Lock is a manual back-up thumb turn, in the event you let your lock's batteries run out before replacing them.

You will be alerted multiple times in the app to change your batteries when they are at 20%, 10%, and 5% capacity.

I need to speak to a tech specialist.

To schedule a tech support phone call, send us an email. Answer the following questions in your email so we can best serve you in a timely manner. If these questions are not answered in your original Support Request email, we will send them to you in our reply before scheduling a call for you:

1.) Lock brand (Kwikset, Schlage, etc)

2.) Phone type and app firmware version (iPhone, Android; firmware found in Settings - Diagnostics)

3.) Where in the process you are getting stuck (finding the lock on your app, pairing the lock, calibration, or something else)

3b.) Please describe the issue in detail, and your attempts to resolve the issue.

4.) Lock's Serial Number

Send your answers in an email to: support@shepherdlock.com with 'Schedule a Call' in the subject of the email. In this email, please include the best times to reach you when you will be home and with your installed Shepherd Lock, and your phone number.

What is Shepherd Lock's Return Policy?

If you are the original purchaser of the Product (Shepherd Lock) from shepherdlock.com and have changed your mind or purchased the lock without noting its compatibility or usage details, you may return the Product within thirty (30) days of its purchase date in its original condition and original packaging for a refund of your purchase price. Plan to allow fourteen (14) days for processing your returned unit and issuing a refund. Contact support@shepherdlock.com for returns mailing address.