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SAMSUNG Push Pull SHS-P718 do not open from inside (5-10% exits)

Certainly have enjoyed SHS-P718. I do though have an occasional (5-10% exits) issue arise where interior function not allowing one to exit home.

I couldn't determine if some sort of improper closure of door triggers the lock not to function on the next exit activity. When I get home it locks, but will not open from inside anymore.

Either way the solution requires keep trying or re-entering from outside generally with bio/keypad. There does not appear to be an interior override to lock from inside.

Also couldn't find any emergencial way to open from inside.

Batteries are new.

Obliviously, this represents a significant fire hazard that I must resolve.

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Mine is DP728. I had the bad experience on Sunday. Unable to unlock from inside...Support center closed on Sunday. Managed to find someone and guided me to get someone to open door from outside using my PIN. One neighbor came to my unit and helped. After few tries, door opened. Was told such issue occurred only when batteries run low. But I just changed the batteries lesser than 3 months. There was no warning or indicator that batteries were running low. Agree is a potential safety hazard. If there's fire, I wouldn't be able to escape if this happened.

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Hi Carlos, I have the same problems. Do you resolve the problems?

Thanks.

My door very difficult the open from inside

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Hi Fábio, no, couldn’t find a way to fix it. But I noticed that the way you pull the door to open really mathers, I must always open it from the upper part of the latch, and use a second hand to hold the device. If you use just one hand to open without enough strength on inicial pull, the lock system will go into a mid status where it doesn’t back to lock status and can’t go further to unlock status, this is not visible but obviously the door lock stops working... It’s really boring and non pratical, but I’m used now to use both hands to open it, and I don’t live in USA so Samsung support is really bad here.

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Don’t ever buy the push-pull models from Samsung. It’s a total fire hazard. The electronics can get scrambled by many scenarios: door slams (physical trauma), temperature shock (kids outside trying to burn your lock), etc.

The next lock I buy, I have to make sure I have manual override (to open) from inside. It makes no sense at all why the push-pull models have manual (key) override from the outside but not from the inside.

I hope nobody dies from being locked in. Meantime, I’m open for a class action to demand that Samsung recalls all push-pull models sold.

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I don't think there should be any worry about the electronics being "scrambled". Slamming the door isn't going to hurt it. When is the last time kids were burning your door/lock? There are many ways to vandalize a house. Breaking a window is easier. Plus I believe this lock detects high temp and unlocks in case of a fire (inside at least).

There is no key override on the inside because pulling the handle from the inside unlocks and opens the door. The mechanism for the inside is very simple (level turns a pin which turns a ring in the mortisse and opens the door). Even if they provided a key for the inside, it would just do exactly the same as pushing the lever.

Pushing from the inside always works for me. However, from the outside I must push quickly and forcefully. If I don't, the lock goes into the state described above where it doesn't open (though above they say it happened when using the inside lever). Pulling the lever, then pushing forcefully does unlock it, but it makes me a little nervous.

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Couldn’t find a way to fix it. But I noticed that the way you pull the door to open really mathers, I must always open it from the upper part of the latch, and use a second hand to hold the device. If you use just one hand to open without enough strength on inicial pull, the lock system will go into a mid status where it doesn’t back to lock status and can’t go further to unlock status, this is not visible but obviously the door lock stops working... It’s really boring and non pratical, but I’m used now to use both hands to open it.

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Im still having issues after trying this method. Any other suggestions?

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Still happening eventually. But much less frequent if I open it using both hands.

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Hi again, after 18 months of having this issue I would say it is finally solved. I used to have the mentioned issues once every couple of weeks. After six months even my wife and I accepted these issues as part of our way daily life and ‘routine’. However, after the last modification it has not failed; not even once in the last 3 months. I have to add that due to our daily activity, our door is opened-shut several times per day every day, so we have really experienced this issue for a looooong time.

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Anyway, this modification consisted in two things. One, changing the screws on the strike plate-door frame with bolts and nylon insert nuts for a better fixation. Second and what I think really did the trick, was doing whatever is needed to push and fix further/deeper into the door the whole latch assembly. In my case, it was flush with the door; as it should be. Now, I have reworked the door so I could push it further in. It is not flush anymore as it is about 1.5mm deeper in the door. This means there is a 1.5mm gap between the latch assembly and the strike plate when the door is shut.

Voila! No more getting stuck inside the house.

To be honest, I cannot explain why/how this worked. However, with the amount of ‘failures’ while opening the door from the inside that I used to had, I can say it really worked as I have not had one single issue for the last 3 months. Good luck and hope this helps you.

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Hi @carlosam ,

What time delay have you got for the Door Lock Time Setup Function? If it is the default of 1 second try increasing the time by a second or two and see if it makes a difference, you can always go back to the default of 1 second if it doesn't

This image taken from the user guide for the lock states that the deadbolt jam problem can be prevented by adjusting the time delay. I'm wondering if this may be what is happening with your lock.

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Hi @jayeff . It's not delay issue, since it happens many minutes (maybe hours) after I've entered my apartment.

It's like the unlock mechanism is not being triggered. So I have to keep trying pushing in different ways and strengths until it gives any signal of "life". Once or twice I had to force the open with a knife on the door's slit where the dead bolt is.

For some reason, when closing, the door is able to lock (dead bolt) but the system is not activated, so it's not able to trigger the unlocking system.

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Hi @carlosam ,

I'm still wondering. If the deadbolt is being jammed so that it is not "fully engaged" as far as the electronics are concerned it doesn't matter how long afterwards it won't work.

Have you tried adjusting the delay time anyway? If it doesn't prove to be the problem you'll know soon enough.

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It might be worth trying! I will set a longer delay! Thanks for you support!

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I hope to shed some light on this by sharing what we know about the issue and solutions that we attempted. We are perplexed with some cases (perhaps only Samsung engineers will understand). A few more discussions may lend to stronger conclusion.


Background: We have installed about 3000 of these Samsung locks (P718 and variants of these) since 2015 and we get the usual “I am locked inside” calls over the years. We noticed that we have cases in the very early days but subsequently the cases are from installations done by others; so experience counts in most of these cases.

Issues and solutions

Issue #1: Unable to unlock from inside when pulling the handle but manage to unlock after a few times. This is due to installation issue where there is friction between the bolt and the strike (on the door jamb). Temporary solution: push door in with one hand while pulling the Samsung handle. Proper Solution: Adjust the strike plate

Issue #2: Unable to unlock from inside when pulling the handle but unable to unlock even after many attempts. We are seeing a growing number of cases where the *bolt* is jammed so even if you have the mechanical keys , you cannot unlock from outside (because the internal bolt mechanism) is jammed up. Solution: get a + screwdriver and remove the rear lock body and plate so that someone from outside can remove the outer body and exposing the mortise. Stick in a ‘-’ screw driver into the slit (where the ‘ice-cream stick’ like shaft was) and apply force to forcibly turn to retract the bolt (note: may require a lot of force). Replace the mortise with a new one (note : some mortise seem s to work perfectly well after that attempt)


Issue #3: (mystery): We have heard of some users who solved the above problems after replacing the batteries and there are some posts in this thread that mirrors our thinking, that the mortise bolt mechanism went into an ‘in-flight’ state (that prevents even a manual pull to unlock). Cases from this scenarios resolved itself and the problem did not repeat (to our knowledge after).


It is issue #3 that requires more understanding. Hope the above helps.

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Thank many for your experience share, Atlantisfixit

Could you please instruct us how to solve problem with batteries quickly drained. (I use Samsung P718 with Baxel batteries).

It is better if i can solve this issue without main board replacing.

Thanks in advance.

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If your P718 had battery water leaked in the P718 before, then you need to replace the main circuit board. It is a 100% correlation.

If your P718 is still "new" ie no battery water leak, then it is more difficult to correlate. We would say 80% main circuit board but there is a chance one of the front body electronic component is faulty.

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My lock encountered the same issue but only today it can’t be open. I held e bottom of the handle (inside) and open it, voila.

Afterwhich I called e support and they mentioned that battery type is very important. Battery MUST be alkaline. After I change the battery, everything works perfectly. I have been using this lock for 1 year plus.

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Hey. The issue with mines is that it locks from the outside. I noticed that problem is with the sensor. If the sensor (once the door is locked) remains pushed in, the latch bolt will not budge. But then again, the sensor has to be pushed in order to auto lock. I am so confused now and don’t know what to do. Does anyone know how to contact Samsung in the US?

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Hi Great post and responses. Certainly helped me get 100% door openings from the outside.

I'm hoping I can get some advice on another matter. Battery performance!

At the moment I am only getting 1 month battery life. I've tried several different battery brands including Duracell but no change. The door is opened on average ten times a day.

My model is SHS-P710.

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Hello all,

I’ve recently purchased and installed an SHSP718. Unfortunately, I had the same issue last night. I couldnt open from the inside after several minutes and attempts.

Is there any update on how to sort this issue?

On the other hand, this doorlock came with 5 override mechanical keys. However, I couldnt find any slot for these to be used. Nor from the inside or outside.

Any input will be very appreciated.

Thanks

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Metal key holes at the bottom of the front body. There is a flap right at the bottom. Dig in with your finger nails to pop the flap open and you will see the key holes and the 9V battery terminals hidden there.

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The door won't lock when door is closed when i press and hold the sensor while the door is open the door locks .Any advice?

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It sounds like your lock is set to manual. Remove the cover from your batteries and you will see three control; the Reg button, the volume lever and the AlM lever. Push the AlM lever to the right and that should fix your problem.

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If the issue is recent (after installation), then it is likely it is an alignment issue. The sensor is not depressed in sufficiently by the strike plate. So focus on alignment.

If the issue appears after 2 or more years (after installation), the Samsung mortise needs to be replaced. We see a statistically higher average of sensor failures with the initial mortise model that comes with the P718 P728 series.

Note: the mortise model has since been replaced by a new variant in late 2018. Only time will tell if the new mortise model has the same issue.

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I am encountering a different problem. Whenever i close the door the deadbolt comes out then goes back in while the lock makes a sound. It eventually goes back in and remains open. Because of this issue, my door cannot be locked. Can someone assist please?

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Solved this problem

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Hi Stephen, did you manage to solve the issue? My door has the same problem. Locking unlocking and remains open.

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Statistically, it leans towards installation not done well or too tight with the screws. Dismantle and redoing it may be quick fix. That said, we sometimes have to replace the mortise for this issue. Do the former and if luck is not on your side, then the latter.

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The battery seems to be the cause of the problem. My Samsung SHS P718 suffers the same problem every time the battery is low and even after I replace the battery. The original battery of the lock was Alkaline and used for a very long time, about a year, and no issue happened then. But problem began to occur from the time I changed to non-alkaline bateries. Recently I accidentally used alkaline batteries and the problem no longer happened.

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As far fetched as the posting may sound (that a lock bolt jam could be due to battery), there is some truth in it. Refer to issue #3 in my post on Jan 20 in this thread. The non-alkaline battery power level drop near the tail end would be quite steep and that may leave an "in-flight" state with the bolt mechanism. Very odd but quite a few cases that we know of supports this basis - not to use carbon zinc battery for the push pull series locks.

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i…… stuck in the house, with no batter to change. the door cant open from the inside….

have to call security bring some batteries for me.

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I remove the spring bolt and use only the dead bolt problem solved . Been using it about 4 years now

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We have issue with p728 which cannot autolock after it got reset . I can auto lick using the key . How to resolve it ?

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I have this problem with Samsung Dr708 if I tried to pull the handle too early from the inside before the door opening melody finishes. This unintentional pulling cause the spring bolt to be “pressed” against the strike plate and prevent the door from opening. Just wait for the door opening melody to run about 1 second before trying to pull the handle.

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I noticed our SHS-P718 has been doing some strange things over the past couple of weeks, including unable to open from inside and random failure to lock/unlock like it was dead batteries, even though I had just replaced them. I had a good look at it today and thought perhaps the batteries were not contacting properly and the lock was intermittently losing power.

I gave all of the battery terminals on the lock a good clean with a bit of fine sandpaper and then stretched the springs slightly with a small screwdriver. Problem solved, the door lock is working great now!

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Carlos A M さん、ありがとうございました!
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