connect does not fully retract

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Answer
Make sure the lock AA batteries are good. 4.8 VDC or higher.
When in its “Active state”, the mechanical key switch can prevent USB connection. Make sure the lock key cylinder and tailpiece are properly installed.
Make sure the mechanical triangles on the back of the outside escutcheon are aligned properly.  See the installation instructions at www.schlage.com/support Schlage Technical Support.&nbs...
If the Schlage Utility Software pops up a "E201 error", just ignore it, and tap "Device Options" or update your firmware. See 78451  
Make sure the HHD/SUS is set to USB communication by checking the small icon right of the "No Device Connected" message.  The symbol should be a USB symbol when working with USB enable product...
- AD Series and CO series products require that the Night Latch (NL) screw is installed in the exit device.  Be sure this screw is installed- Exit hardware and strike must be properly mounted ...
Bad dogging hook on the dogging assembly could cause the 33A/35A and 98/99 exit device latch bolt not to retract completely.
1) Make sure the lock batteries are more than 4.0 volts. The USB connection will not detect or communicate with a voltage lower than 4 volts. Many times a firmware update will draw d...
2) Make sure the SUS/HHD is set to communicate using USB connection mode in SUS.  You should see the familiar USB symbol on the SUS main Screen in the bottom right corner.  If you see a S...
3) When you update with NEW firmware replacing very OLD firmware a S1 RESET is suggested after the update. This initializes all the AD-Series memory locations to the new firmware. S1 is the ...
4) Make sure the HHD-USB cable is securely inserted into the HHD and into the lockset.  
5) Inspect the HHD-USB connector(s), ensure no pins are damaged, recessed or out of alignment. If a damaged cable is found customers should see their dealer for a replacement or they can order a re...
5) If working with a CO lockset, the mechanical key switch needs to be in its "Inactive" or normal position.  Ensure the triangle alignment on the front escutcheon and that...
CO Reader Modules are not individually replaceable, nor can they be swapped between locks. The inside and outside assemblies of a CO lock are a matched/mated set and cannot be swapped to change rea...