I will take a guess here - you had installed the lock, it worked perfectly, then the firmware had updated and it no longer worked perfectly (e.g. fingerprint will not unlock/respond, yet fingerprint registration works fine)?
There is a long/growing post about this, with many of us in the same boat - lock out of warranty, magically stops working, all troubleshooting/logic points to software issue vs. hardware, but Uloq does not address (or just offers 20-30% off a new lock):
I would love to see an real response from Uloq, not just scripted responses, and an action (firmware update?) to resolve for all.
This feels like programmed obsolescence. I feel embarrassed after having several friends purchase these locks per my recommendation from when it was working great early on.