Sounds like the lock isn’t responding or the response isn’t reaching your hub.
Custom handlers address a specific need. It would be to bring out additional functionality or fix bugs in the locks firmware or other issues. There are many really good/updated handlers out there but getting the basic lock / unlock functionality working would be the first step.
Did you try to look for error messages while pairing the lock? How far is your lock from the hub?
Try these steps:
- Exclude your lock
- Reboot and power cycle your hub
- Reset your lock / remove batteries for 5 minutes
- Open IDE Live Logging
- Pair your lock and see what messages are printed and copy paste them back here.
Don’t forget steps 2 and 3 and I’ve seen at times these help with some troublesome locks.