Why Your ButterflyMX Door Won’t Unlock (and How to Fix It)

One of the most frustrating issues for tenants and property managers is when a ButterflyMX system fails to unlock a door. Since the entire purpose of the device is to grant secure access, this problem can cause major disruptions. Luckily, most causes are simple to diagnose and fix without replacing the hardware.

Here’s a step-by-step guide to understanding and resolving unlock failures.

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Step 1: Check Power to the Lock

If the electric strike or maglock isn’t powered, it won’t release.

• Inspect wiring from the ButterflyMX controller to the lock.
• Verify the lock’s power supply is active.
• Test with a multimeter to confirm correct voltage output.

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Step 2: Confirm Lock Type Settings

ButterflyMX supports both fail-safe and fail-secure locks. If the wrong setting is applied, the lock may not behave correctly.

• Log into the ButterflyMX dashboard.
• Check lock configuration under the door controller settings.
• Match the setup with the actual hardware installed.

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Step 3: Test Unlock Command from the Dashboard

Sometimes the issue is with the app, not the lock.

• Send an unlock command directly from the property manager dashboard.
• If it works there but not from tenant apps, the problem is mobile connectivity.
• If it doesn’t work at all, the issue is wiring or lock power.

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Step 4: Inspect Relay Wiring

The relay inside the ButterflyMX controller must be wired correctly.

• Check that wires are connected to the proper terminals.
• Ensure screws are tightened — loose connections can prevent signal transfer.
• Replace damaged wiring immediately.

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Step 5: Restart the Device

A simple power cycle can fix temporary glitches.

• Disconnect PoE or power adapter.
• Wait 30 seconds.
• Reconnect and test again.

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Step 6: Look for Software or Firmware Issues

Sometimes the device itself is functioning, but software is the culprit.

• Update firmware in the ButterflyMX dashboard.
• Restart both the device and the lock hardware.
• Clear cached settings and reconfigure lock permissions.

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Step 7: When to Call a Professional

If all else fails, the issue may be:

• A faulty lock mechanism.
• Burnt-out relay in the controller.
• Damaged wiring inside walls.

These require professional repair to avoid further damage.

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Final Thoughts

A ButterflyMX door that won’t unlock can cause major headaches, but in most cases, the fix is simple — from checking lock power and wiring to updating firmware. For persistent issues, certified technicians ensure both the intercom and lock hardware are functioning correctly.

If you’re in New York or New Jersey, MetroCom Security offers certified repair services to restore reliable access quickly.