Below are some common issues you might encounter while installing or operating your HAVEN
Lockdown.
If you do not see
your issue below, contact us at
.
TROUBLESHOOTING
QUICK START GUIDE
14
If the unit fails to lock/unlock you will need to check the straps and screws nearest the servo motor. Make sure your nylon strap is not
bunched up within the unit. Manually open the locking gate and pull/tug on the open gate to stretch or flex the nylon straps. They could
be kinked up in the gate or one strap could be too tight and need to be loosened. You can also take off the gate cover and pull the
straps with your fingers. This usually evens out the nylon and allows the servo motor to reach its locked position. Alternatively, also make
sure that the screw closest to the servo motor is not too tight. Sometimes if the screw closest to the servo (the left side of the unit when
it is facing the door) is overtightened, the servo can fail to lift when you attempt to lock it via the smartphone app or key fob. If the unit
bows in the wingtips, it is a good indication you over tightened the lock.
Below are some common issues you might encounter while installing or operating your HAVEN Lockdown Z. If you do not see your
issue below, contact us at
.
HAVEN will not turn on or no indication of
power.
Try resetting the device with the pin hole reset button. This action
also generates an LED flash and beep. Make sure you have fully
charged the unit ( Note: Backup batteries are no longer required for
Haven Connect Z). Simply, toggle the gate manually. You should see
an LED flash and a beep. If none of this works, please contact us at
HAVEN will not fit under my door or does not
reach the base of my door.
Be sure to visit our detailed installation guide at
https://in-
stall.havenlock.com
that will walk you through various scenarios
involving uncommon door and threshold sizes. In most cases this
fixes the situation, but if you still need help, contact us!
How do I turn HAVEN off?
HAVEN is designed to be “always on” so that it is ready to receive
commands from your Z-WAVE network. It automatically uses sleep
and low-power modes to achieve long built-in battery life.
I can’t get the thumb press to work.
The thumb press is designed to be pressed by an adult to prevent
false locking by children. Pulling straight down on the thumb press
will activate the locking gate.
HAVEN Lockdown Z Issues
I need to reset my HAVEN. Can I perform a
factory reset?
See Z-WAVE operation section for more details. Please use this
procedure only when the network primary controller is missing or
otherwise in-op.
Pairing troubleshooting
1. The blue light should be flashing once per second when the
device is in discovery mode.
2. If you controller supports "Smart Start" use that.
3. If you controllers asks about security choose "S2" if it is
supported. Otherwise it can use "S0" if needed.
4. Placing the unit in "Sleep/Shipping Mode" (see manual) wipes the
pairing from the unit. However, only do this if your controller will not
exclude your device through the normal means.
5. Not all Z-Wave controllers are certified or their certification has
lapsed. Please check our supported devices at havenlock.com. You
can search a product's certification status here - https://prod-
ucts.z-wavealliance.org/
Can I use the Haven App in the iOS/Android
stores?
No, Haven Connect Z requires a Z-Wave controller (not provided by
Haven) to work properly. In many cases, those controller platforms
have mobile apps and other integrations that can operate Haven
Connect Z, once connected.
What if I lose my DSK (Digital Security Key)
This is your unique security key for your lock. Haven will never ask
for your security key. Although haven makes no representation that
we will be able to restore your security key, contact support and we
will do our best effort to discover the key.
