Troubleshooting

E01 - DOOR CONTACT ERROR (Door could not open)

Error Cause:

This error message is displayed when the door leaf is prevented from opening. If this obstruction is removed the next time you try to open it, the petWALK pet door will open normally again. However, the error message remains on the display to show you that an obstruction was present, at least for a short time.

Error handling:

Check whether there is any object preventing the pet door from opening or whether there is another reason why it is not opening. Once you have removed the interfering object from the pet door's range, confirm the error message by pressing the OK button on your remote control. The error message will no longer appear on the display.

E02 - Error closing the animal door

Error Cause:

This error message is displayed if the door leaf encounters an obstacle when attempting to close and is therefore unable to close.If the door leaf encounters an obstacle when attempting to close, it is stopped immediately. After a waiting period of 2 seconds, an acoustic signal sounds and another closing process is started. After the third unsuccessful attempt, this error situation is shown on the display.These closing attempts continue until the obstacle has been removed. The error message remains, however, to inform you of this fact.

Error handling:

If the petWALK pet door is still open, you must remove the obstacle. If the pet door is already closed again, you should check what could have prevented the pet door from closing in order to avoid this situation in the future. Then confirm the error message with the OK button on your remote control. This will make the error message disappear from the display.

E03 - Door does not close despite the drive motor running

Error Cause:

E3 is displayed when the door cannot close but the slip clutch is so loose due to age-related wear that it can no longer stop the opening motor. This does not represent any restriction for normal operation. The slip clutch is an additional safety device during operation to prevent jamming even if the electronics are defective. Over time, this can become loose due to normal wear. This represents absolutely no safety risk, as it reduces the pressure on an obstacle in the door even further. However, the slip clutch grinding accelerates the wear process, which can lead to the clutch starting to grind during normal operation and eventually no longer closing. In this case, we recommend having the petWALK pet door serviced. You can find information about this on our homepage. In the “Frequently Asked Questions” chapter you will also find further information on adjusting the slip clutch and under which conditions you can do this.

Error handling:

If the door is still open, you must remove the obstacle. If the door is already closed again, you should check what could have prevented the pet door from closing in order to avoid this situation in the future. Then confirm the error message by pressing the OK button on your remote control. This will make the error message disappear from the display. Use the following video as instructions for tightening the slip clutch or print out the instructions.

E05 - 12V power supply connected

Error Cause:

This error code is only listed here for the sake of completeness. It shows that the petWALK pet door is operated with a 12 volt power supply and that charging the buffer battery is therefore not possible. If you use the power supply included in the delivery or the flush-mounted power supply available as an accessory, this error message cannot occur.

Error handling:

Confirm the error message by pressing the OK button on your remote control. This will cause the error message to disappear from the display. The functionality of the pet door will not be affected for a certain period of time. However, you should use the original petWALK power supply again as soon as possible, as this will prevent the buffer battery from being charged for emergency operation.

E06 - Error tuning the RFID antenna

Error Cause:

This error code is only listed here for the sake of completeness. The built-in RFID antenna is tuned fully automatically during initial commissioning and periodically once a day. This error code shows that tuning of the antenna is not possible.

Error handling:

Confirm the error message by pressing the OK button on your remote control. This will cause the error message to disappear from the display. However, the pet door can still only be operated with motion detection. To resolve the error, please contact our customer service or one of our contractual partners.

A00 - Alarm: Door broken open

Error Cause:

This error message is displayed with a simultaneous alarm signal if the petWALK pet door has lost the locking contact when it was closed and has therefore been opened by force. The built-in RFID antenna is tuned fully automatically when it is first put into operation and periodically once a day. This error code shows that tuning the antenna is not possible.

Error handling:

When this error occurs, the pet door will normally still be open. It will also be broken and will therefore need to be repaired or replaced. You can switch off this error message and the alarm signal by pressing the OK button.

In very rare cases, this alarm can also be triggered if, for example, a heavy object hits the pet door at the exact moment when the closing motor is starting and the pet door opens immediately before it is blocked (e.g. due to stormy weather). In this situation, you will find the door closed with this error message, as it was able to close on the next attempt. The error message In then indicates the interim problem and you must confirm this with OK. The pet door is ready for use again. Nevertheless, you should check the pet door for any damage.

The door does not close (can not easily be moved in the closed state)

• Basically, the door panel is factory-set in the way that the silicon sealing is pressed against it with a gentle pressure and closes completely air tight. Over time, however, the pressure can change.
• For a high quality closure, an asymmetrical mushroom cap is used, which enables that a manually opened pet door can be turned frontal with a TORX T15. By rotating (up to 360 degrees), the contact pressure of the door leaf can change.
• The door closes more easily when the flattened side of the pane is facing inwards

The pet door does not respond to the remote control

Check that the protective film on the bottom of the remote control has been removed.

Check that the battery has not been inserted incorrectly.

The remote control works like the remote control for your television with infrared. The remote control transmitter is located on the top front, which you must point towards the pet door. The range is a maximum of 10 m and decreases at the sides.

The remote control battery may also be empty. In this case, replace it with a new battery.

Check that the microswitch for deactivating the infrared receiver in the storage slot is not damaged or jammed. The pin must visibly protrude 1-2mm into the slot and be easily movable.

When plugged in for the first time (start-up), the display remains dark

Check whether the power is actually switched on (socket, fuse).

Check whether the power supply plug is actually connected to the door.

Check that the 3 connecting cables between the inner and outer flange are firmly connected.

Adjust the contact pressure of the door leaf

Symptom:

When locking and unlocking the locking bolts, you can hear a rattling noise. The door does not open and displays the error message "E01".

Cause of error:

The contact pressure of the locking bolts may be too high.

Elimination of the error:

petWALK pet doors have adjustable locking bolts that allow you to adjust the contact pressure individually.

The contact pressure is ideal when the closed and locked door leaf can still be pressed very easily against the seals, ie when there is still a very small amount of play.

If the bolts are set too tightly, it may happen that the four-point locking drive can no longer open or close the door leaf. You will notice this if the drive "rattles" or the door does not open and the message "E01" appears on the display.

You can easily adjust the contact pressure by turning the bolts eccentrically using a Torx key size 15. The door closes more easily when the flat side of the pane faces inwards and more tightly when it faces outwards.

Door no longer responds, but display is illuminated

In rare cases, the door may stop responding. As with a computer, in most cases a restart will solve the problem.

To do this, the door must switch itself off and it only does this when it no longer has an external power supply and the battery charge is running low. You can do this by disconnecting the door from the power supply (pull the power adapter out of the socket) and waiting a few hours until all the lights on the display have gone out. Then plug the power adapter back in. The door will function normally again.

However, for the “Super-Silent” models and all doors manufactured after 1/1/2015 (serial number greater than xxx 01D xxxxxxxxxx), there are other, much faster options:

To do this, first carefully remove the decor on the inside of the door leaf on the "Large" model. You will see a narrow slot in the upper corner on the opening side and below that one of the locking bolts that lock the door leaf. On the "Medium" model, you can reach both bolts without removing the decor.

Now push the upper bolt upwards with a small screwdriver using gentle, slightly stronger pressure. You can now open the door manually. If you now push the door leaf open a little, this should trigger the burglar alarm. "A00" should appear on the display and an alarm tone should be audible. Do not let the door close, but first confirm the error with OK on the remote control. The door should then work normally again.
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The pet door does not respond to the remote control

Check that the protective film on the bottom of the remote control has been removed.

Check that the battery has not been inserted incorrectly.

The remote control works like the remote control for your television with infrared. The remote control transmitter is located on the top front, which you must point towards the pet door. The range is a maximum of 10 m and decreases at the sides.

The remote control battery may also be empty. In this case, replace it with a new battery.

Check that the microswitch for deactivating the infrared receiver in the storage slot is not damaged or jammed. The pin must visibly protrude 1-2mm into the slot and be easily movable.

Motion detector no longer responds after resetting the parameters

In certain rare cases, for pet doors that were delivered before October 2013, it may happen that after resetting the parameters to the delivery state (see operating instructions 9.9.1) or after resetting your settings (see operating instructions 9.9.2), the motion detectors inside and outside no longer work and thus the petWALK pet door no longer reacts to movement.

You can correct this malfunction very easily by putting the pet door into sleep mode (press the red button on the remote control; the operating mode symbol will then light up RED) and then interrupting the power supply (pull out the plug or switch off the fuse if using a flush-mounted power supply).

After a few moments, you can reconnect the pet door to the power supply and start using it. Both motion detectors will react as usual.

What can I do, if the door doesn't recognize the implanted transponder?

If the door has recognised the chip, the range during operation is approximately twice as high as when it was being programmed. If this is too low, then implanting a new chip may be the only solution. In the grey area, however, you could also deactivate RFID inside and work with motion detection so that the door functions like an entrance door with a knob, i.e. you have to unlock it from the outside and you can open it from the inside without a key.

Transponder can be taught, but will then no longer be recognized

If you hold the chip parallel to the door leaf when learning, it should be recognized at least 15cm in front of it. Then please try to teach the chip again. The door should recognize it and jump to the original program position. However, if it jumps to the next higher number, this is an indicator of a source of interference above the permitted limit (mobile phone mast, radio transmitter, solar system, cable provider, smart electricity meter, etc.) in the vicinity of the door, the same applies if the range of the chip supplied is less than 10cm.

Options if the implanted chip cannot be taught

If the use of a supplied RFID transponder on the collar is not an option, the implantation of an additional chip can be considered.

Before taking such a step, please contact our customer service, who will be happy to assist you with advice and assistance.

In any case, you should test the product first before implanting it. Get a "sacrificial chip" from the same batch of the product that is to be implanted and test it on your animal by temporarily attaching the chip to the fur with a piece of adhesive tape.

To be on the safe side, if you have two chips, the learning process should be repeated in different positions so that both transponders are taught, assuming they are both working. The chip that responds first will then open.

Only when the tests have been successful without any problems and your animal can use the door without any problems should you have this additional transponder implanted!

The petWALK pet door does not recognize my pet’s microchip

If the pet door does not recognize your pet's chip, please first check the following points:
- Is the pet door switched on? (Time and power lights are lit)
- Has the animal chip been programmed? If not, you can find out more about this in the user manual.

If the chip cannot be recognized repeatedly, this can happen for several reasons: Read more

Can the notifications be shown on two phones?

Yes, just log in with the same petWALK user AND VERY IMPORTANTLY, confirm that you want to receive notifications, when logging in. Otherwise, this function is not supported by iOS.

Warning with “petWALK door cable connection error, please check cable” or “No connection (try again)"

Please check the data cable connection. The data cable is a 4-pin connector with three strands (wires) - brown, black and grey. After connecting, restart the door: Switch off (red ring lights up), disconnect the power supply for 30 seconds and reconnect

Setup: I entered my WiFi access data incorrectly

Wait a few minutes, petWALK.control will automatically open the Wi-Fi network “petwalk.control.SETUP” if a successful connection to your Wi-Fi network has not been established.

Setup: no WLAN networks are displayed

Please check whether you have allowed the app to share your location. Both Google / Android and Apple / iPhone require permission to identify Wi-Fi networks. This is required for setup.

Setup: hangs after scanning the QR code and an error message is displayed

Check that your smartphone is connected to the WLAN “petWALK.control SETUP” and that the CORRECT QR code has been used (from the manual of the petWALK.control module, not from the manual of the door)

Setup: Password for the petwalk.control WLAN is required

Perform a factory reset of the petwalk.control module. To do this, press the button on the front of the petWALK.control twice briefly and hold it down for a third time. When the LED color changes and finally lights up solid blue and the WLAN “petWALK.control.SETUP” is displayed, the petWALK can be set up again in the petWALK app.

How can I change the WiFi network?

1. Reset the petwalk.control module to factory settings by pressing the button on the front (the one with LED) twice quickly followed by once for a long time (approx. 6 seconds, but no longer than 10 seconds). This is acknowledged by the LED color briefly changing to RED.


2. The LED should then change to YELLOW (WLAN initialization) and then to flashing BLUE (creating SETUP WLAN)


3. If the LED lights up constantly BLUE, the reset process was successful and the petwalk.control creates the setup WLAN network "petwalk.control.SETUP"


4. please repeat the steps of the petwalk.control manual "5.6 ASSIGNING YOUR PETWALK PET DOOR TO THE USER ACCOUNT" up to the step "Connection established - give your door a name". You can find the current version of the manual as a PDF here
   


5. At this point, the setup can be canceled because the door has already been added to the app and only the Wi-Fi setup steps were required.

Important : This does NOT require DELETING the door from the app !

Note : If the LED changes to RED for a longer period and then flashes RED, the button was pressed for too long (10 sec), which simply restarts the module

The app never connects after opening

Due to the operating system, the connection is always lost when the app is running in the background. The app reconnects automatically after a few seconds (and tries again continuously), or you can press the connection symbol.

The door can only be controlled via your own WLAN, NOT while on the move (red symbol is displayed)

Please log out and log in as the access tokens in the app may have expired (App -> Settings -> My Account). If the problem persists, please contact us.

I would like to use a different email address for my user account.

You can change and confirm your email address in the app under "Settings -> my account".