HI Guys
Figured someone may have some advice as to why this occurs. The unit operates freely, very easily with the key. If I open the door and try and operate the lock using the keypad, it errors and I get this, see video:
Any suggestions?
Thanks!
FIxed the issue, just reset the unit! 
turns out the hand off wasn’t wrong. When you factory reset the unit and set the master code, the latch must be extended (not retracted)