Yes, email them for support with your specific issue. They are pretty responsive and seem to know the fixes. Write really simply as I think it all goes through a translator.
I’m dumping my exchanges here in case it helps someone.
Thank you for quick response.
This fixed it .
From: cxj <[email protected]>
Sent: Tuesday, 23 April 2019 8:18 PM
To:######### 连骆鑫 <[email protected]>; [email protected]; [email protected]
Subject: Re:RE: Re:Issue setting up Sherlock S2
Intelligent key recovery factory settings: long press button until the traffic lights flashing alternately immediately release the button and then press the button to release.
Hello, please check your operation method is correct.
陈晓军
客服专员
陨石科技/售后部
厦门
------------------ Original ------------------
From: ########
Date: 2019年4月23日(星期二) 下午5:49
To: "连骆鑫"; "[email protected]"; "[email protected]";
Subject: RE: Re:Issue setting up Sherlock S2
Hello,
Now I have another issue.
I bought 4 Smart keys with my Sherlock S2.
2 were added, but then stopped working. The LED still functions as expected, but the door doesn’t respond. I tried to reset them by holding down the button, then I removed them from the app. But now I can’t add them back again. Maybe there is something you can reset on your side for the 2 faulty smart keys so I can use them again?
I was able to add a 3rd one that I hadn’t unboxed yet.
Can you help?
From: ############
Sent: Sunday, 17 March 2019 4:01 PM
To: 连骆鑫 <[email protected]>; [email protected]; [email protected]
Subject: Re: Re:Issue setting up Sherlock S2
Ok. Yes the device has disappeared from app which is good. I will reset and try to set up again.
From: 连骆鑫 <[email protected]>
Sent: Sunday, March 17, 2019 3:59:28 PM
To: ######## [email protected]; [email protected]
Subject: Re: Re:Issue setting up Sherlock S2
hello,
I have already helped you untie the success. You can restore the device to factory settings. Press and hold the function key 6S until the indicator light flashes red and green alternately
连骆鑫
客服专员
陨石科技/售后部
厦门
------------------ Original ------------------
From: ########
Date: Sun, Mar 17, 2019 12:43 PM
To: "连骆鑫"<[email protected]>; "[email protected]"<[email protected]>; "[email protected]"<[email protected]>;
Subject: Re: Re:Issue setting up Sherlock S2
Thankyou.
I am using the most recent app but I’ll check again.
From: 连骆鑫 <[email protected]>
Sent: Sunday, March 17, 2019 3:40:19 PM
To: ########## [email protected]; [email protected]
Subject: Re:Issue setting up Sherlock S2
hello,
I can help you untie the device. You take a photo of the QR code in the battery compartment.
APP question you can see if the app store has an update。
连骆鑫
客服专员
陨石科技/售后部
厦门
------------------ Original ------------------
From:
Date: Sun, Mar 17, 2019 12:34 PM
To: "[email protected]"<[email protected]>; "[email protected]"<[email protected]>;
Subject: Issue setting up Sherlock S2
When I tried to set up my Sherlock S2 the set up process failed.
I have tried reinstalling the app and resetting the device.
My lock shows as testing not complete but when I try to test it says it has been reset and needs to be reinstalled.
But it is not possible to remove the untested lock or reinstall the lock.
I think I have tried all options in the interface and nothing works.
This is very frustrating.
Maybe if you reset my account?
Video:
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