General FAQs Deadbolt Troubleshooting & FAQs Cyclindrical Troubleshooting & FAQs

General FAQs

Q: What is the PDK Red Lock series?

A: The PDK Red Wireless Smart Locks are specifically designed to work seamlessly with the PDK.io access control platform, delivering a great user experience for integrators and end users. PDK Red Locks deliver powerful security and convenience for any facility, eliminating the need for mechanical keys while enabling mobile credentials, remote access, and real-time monitoring—all in the cloud.

Q: Is the Red Lock an online lock?

A: Yes, PDK Red Locks maintain a continuous connection to the PDK.io platform through the PDK Red Hub. The Hub will connect to the same network as the Cloud Node via Ethernet. As an online lock, they will respond quickly to system commands and events, as well as to user access updates. Firmware updates can be applied remotely when available.

Q: How does a Red Lock communicate with a PDK system?

A: Red Locks will communicate to the PDK.io platform through the PDK Red Hub. Red Hubs must connect to the local network via Ethernet and communicate with Red Locks via Bluetooth. A collection of Hubs creates a wireless network (HubNet) that allows Locks to establish optimal connections for optimal performance and resilience. Unlike other lock gateways, the Red Hub does not require a controller connection.

Q: What credentials will the Locks accept?

A: The Red Lock will accept all the same credentials that PDK’s Red Readers accept, so that you can have a seamless experience across Readers and Locks on the system.

Red High-Security Credentials
Prox
Bluetooth
Mobile
PIN codes on units equipped with a keypad

NOTE: Not all SKUs support all credential types

Q: Where will the Red Lock and Hub appear in PDK.io?

A: During the installation process, Red Locks and Hubs will be found using Discovery. After installing the Red Lock, it will be seen in the PDK.io UI as a Device on the system, similar to wired doors. You can see and interact with the Locks on the Devices, System Health, and States pages. Hubs will also be visible in PDK.io under the Connections and System Health pages.

Q: What is the expected battery life for Red Locks?

A: The Red Locks are powered by 4 provided AA Alkaline batteries. As with all battery-powered devices, battery life varies with how often it is used and the environment where it is used. The expected battery life is up to 1 year. The battery level for each Lock will be visible on the System Health page, and low-battery alerts will be available.

Q: What is the range between a Red Lock and a Red Hub?

A: The communication range is 100 feet line-of-sight, in a typical indoor environment, when using the External Antenna. If you are using the Internal Antenna, you can expect a line-of-sight range of 70 feet.

Q: Can I add a Red Lock to any PDK system?

A: The Red Lock will require a PDK system running PDK.io v2.4.x or higher. If you have a 1.0 system and want to add a Lock, you must first migrate to PDK.io v2.4.x or higher.

Q: With the addition of Red Locks to PDK’s product line-up, will PDK continue to support and sell Aperio locks?

A: PDK has been selling and supporting Aperio locks on the PDK.io platform for several years, and we plan to continue to sell and support those locks going forward.

Q: What are the key benefits of using wireless locks?

A: PDK Red Locks provide several benefits to integrators and their customers, including:

Simplified Installation
- Reduced installation time versus wired locks
- Provides access to doors where power or network connectivity is difficult to reach
Simple Management
- Hubs and Locks self-discover in PDK.io
- Managed through PDK.io like other doors
Profitable Access
- Lower access control cost per door
- Increased RMR as access control can be brought to more doors
Operational efficiency
- Reduce/Eliminate Physical Key Management
- Grant access remotely when locked out
Flexible Credentialing
- Supports a full range of PDK credential options
- Same credentials work for the common area and residence doors

Q: What redundancy features does the Red Lock have?

A: The Red Lock has the Controller Continuity feature, just like Red Controllers, and the Cloud Node contains a complete local copy of the database in the Cloud. This means that if internet connectivity is temporarily lost at the site, the entire operation is expected to continue, except for interruptions to certain remote management features and Mobile Credential usage. If the Lock loses connectivity to Hubs in its area, it will operate on its local database, which is expected to retain up to 3,000 credentials, held by up to 3,000 people, for up to 14 days.

Q: How will the battery life indicator be displayed?

A: Battery life will be displayed in the System Health device drawer, where remaining battery charge percent will be listed. If a Lock enters a low-battery state, it will be indicated in the System Health list view under the Status column. In addition to what is indicated in System Health, during low battery, the LED on the Lock will flash red 5 times, and when critically low, it will flash 10 times when the Lock is used (Credential scan, PIN entry, etc.).

Q: Do Red Locks have changeable key cylinders?

A: Yes, Red Locks can be ordered with conventional or SFIC cylinders. A trained locksmith can change or rekey the cylinder if needed to meet the specific needs of the property where the Lock will be installed.

Q: What happens if I have one Hub on a system and it loses connection to the Cloud Node?

A: The Red Lock supports Controller Continuity similar to Red Controllers and will continue to accept credentials that are stored on the Lock if the Hub loses connection to the Cloud Node or the Lock loses connection to the Hub. To prevent downtime, we recommend building redundancy into your system by installing multiple Hubs, especially at critical access points. This ensures your Locks remain online even if one Hub goes offline.

Q: How will I need to prep my door for installation?

A: The Cylindrical and Deadbolt Wireless Locks are designed to fit a Standard 161 Prep. For new doors, you can order them with the standard prep. For existing doors, use the Installation Template on ProdataKey.com for each Lock to verify whether the existing prep will work.

Deadbolt Troubleshooting & FAQs

Q: My Deadbolt is not engaging smoothly

A: Check the alignment of the Inside and Outside Escutcheons to ensure they are parallel to the edge of the door. Additionally, check the mounting screws to ensure they are hand-tightened and not over-torqued.

Q: When I try to unlock the Deadbolt with a Credential, it fails to unlock.

A: If you don't hear the Lock trying to unlock, check the connections to the control board, ensuring that all connections are connected properly. If you hear the motor trying to unlock, check to ensure the Deadbolt is moving freely and that nothing is obstructing its path when engaging.

Q: I have batteries installed, but my Lock appears to have no power

A: Check to see if batteries are installed properly and are new batteries. Additionally, check the battery pack's connection to the control board and ensure it is properly plugged in.

Q: The Deadbolt thumb turn seems to be jammed

A: If you feel resistance when attempting to use the thumb turn, the motor is not in its proper position. Actuate the Lock electronically (via the Lock button on the keypad, Credential, or the PDK.io UI) to clear this condition. If that does not work or there is no movement on a thumb turn, ensure the Lock is properly oriented to engage the latch bolt and the mounting screws are not over-tightened.

Q: My installed Deadbolt doesn’t reach the tail piece for the key cylinder

A: The Deadbolt may need to be adjusted depending on the backset of the door. To adjust it, turn the Deadbolt latch to unlock and extend it to the proper length.

Q: Everything is installed and connected, but the thumb turn is stuck

A: Remove the Lock from the door and adjust the tail piece so that it is in a neutral position.

Q: Are Red Deadbolt Locks outdoor rated?

A: The Deadbolt Locks are IP65 rated for the exterior side of the Lock only.

Q: What ANSI rating do the Deadbolt Locks have?

A: The Red Locks are ANSI Grade 2 rated, with the Deadbolt rated for 150,000 mechanical cycles.

Q: What are the dimensions of the Deadbolt Lock?

A: The exterior side is 2 15/16" x 1 1/16" x 5 13/16". The interior side is 2 15/16" x 1 9/16" x 6 15/16".

Cylindrical Troubleshooting & FAQs

Q: I have batteries installed, but my Lock appears to have no power

A: Check to see if batteries are installed properly and are new batteries. Additionally, check the battery pack's connection to the control board and ensure it is properly plugged in.

Q: The levers for my Cylindrical won’t lock into the chassis

A: Ensure that the chassis is installed for the proper door thickness, and adjust the plate as needed to seat the levers properly.

Q: I cannot remove the outside lever

A: Insert the key and turn it 45 degrees to remove the lever with the pick tool provided with the Lock.

Q: The Cylindrical is installed and powered on, but it will not unlock or lock

A: Check the motor harness connection to the board, ensuring that it is installed properly and all connections are secured properly, and check for any breaks in the wire as well.

Q: The lever can be pulled off when the Lock is secured to the door.

A: The lever may not have been seated correctly in the chassis. Make sure to push the lever into place (the key must be at a 45-degree angle if it is the outside lever) until you hear a click. The backplate may also need to be adjusted to account for the door thickness.

Q: Are Red Locks outdoor rated?

A: The Red Lock Cylindrical Locks are IP65 rated for both the exterior and interior sides of the Lock.

Q: What ANSI rating do the Cylindrical Locks have?

A: The Red Locks are ANSI Grade 2 rated, with the Cylindrical rated for 500,000 mechanical cycles.

Q: What are the dimensions of the Cylindrical Lock?

A: The exterior side is 3 5/16" x 13/16" x 6 1/4" (not including the lever). The interior side is 3 5/16" x 1 7/16" x 6 5/16" (not including the lever).