SENTRILOCK: Lockbox Troubleshooting

1.  Are you at a showing appointment and unable to open the lockbox key compartment?

2.  Are you having trouble connecting to the lockbox with your SentriKey App? If so, it's likely a bluetooth settings issue.  Please follow the steps below to ensure that your bluetooth settings are correct for SentriKey.

For iPhone: To ensure that bluetooth is turned on when using an iPhone, open the Settings app.  And scroll down in Settings to find Bluetooth.  If Bluetooth is off here, turn on Bluetooth.  




Next, scroll down within your iPhone's Settings app to find and tap on SentriKey RE.  Ensure that within the SentriKey RE settings Bluetooth is toggled on and green.  You'll also want to make sure that Cellular Data is toggled on and that Location While Using is enabled.




For Android: To ensure that bluetooth and location are turned on for your Android phone, swipe down from the top of the Android to reveal a quick menu. (A double swipe down may be required.)  If Bluetooth is off, tap the Bluetooth symbol to turn on.  Please also tap to turn on Location within the quick menu.  When turned on, the Bluetooth and Location symbols will be white with a blue background.




Next, on your Android, open the Settings app.  Within Settings, tap Apps. Within Apps, tap the SentriKey app. Then tap Permissions.  If your Android phone enables you to deny or allow permissions for the SentriKey app,  you'll find what is allowed and denied here in Permissions.  Where applicable, ensure that the permissions for Bluetooth, Location, and cellular data are set to Allow within the Permissions menu. 

3. Do you need to open a lockbox in an area with bad service or no cellular service signal?

If you're going to a open a lockbox that is attached to a home located in an area with poor cellular signal, please complete the first two bullet points below before you start traveling to the home while you're still in an area with good cellular signal.

• Log in to the SentriKey application.  The SentriKey app is represented on your phone's homescreen by the icon below.
  
  
• After logging into the app, leave the SentriKey app either open or minimized.  But do not exit out of the app completely.
  
  
• Then after arriving at the property, go to the Settings app within your phone.  The iPhone Settings app icon is seen below in gray.  And Android's settings app icon is pictured below in blue.
  
  
  
             
• Within your Settings app, turn on Airplane Mode.
  
  
  
  
  
• After turning on Airplane mode, makesure that bluetooth is still enabled on your phone.  If bluetooth is disabled, enable bluetooth.  
  
  
  
  
  
• Exit out of your phone's Settings app.  And go to the main page of your phone's SentriKey application.
  
  
  
  
  
• Press the ENT button on the lockbox.
  
  
  
  
  
• The lockbox will unlock after you've pressed ENT and after the SentriKey app verifies your identity through Touch ID, Face ID, or your 4 digit SentriLock pin.
  
  
  

4.  Is your lockbox's key compartment left hanging open and unable to be closed? 

• If your key compartment is left open for an extended period of time instead of the key compartment being shut after the key is removed, it's possible that the key compartment motor may no longer be active.  And therefore, it will appear as if the lockbox is broken and that the key compartment can't be closed.  
• To fix this issue, simply follow the steps listed below that you'd normally take to open the lockbox using the SentriKey app.

a.  On your phone, log in to the SentriKey application.

b.  After logging in, stay on the SentriKey app home page.

c.  Next, press the ENT button on the lockbox keypad to wake the lockbox up.

d. After pressing the ENT button, the SentriKey app will ask you to verify your identity with your SentriKey PIN, Touch ID, or Face ID.  After verifying your identity, the app will notify you that the key compartment is opening. This is when the lockbox motor will turn on!  (For a more detailed instruction on opening lockboxes that includes pictures click here.)

e. Once the motor turns on you'll hear a motor humming noise.  After the humming noise, you'll be able shut your lockbox key compartment normally.

f. Press the key compartment closed.  The lockbox key compartment will clamp shut as intended.

• In the unlikely event that the above steps do not fix the key compartment issue, please contact SentriLock support directly by dialing 513-618-5800 in order to troubleshoot further.

5.  Is your lockbox operating slower than normal, making no noise when pressing ENT, returning a red error light when pressing ENT, or beeping strangely when pressing ENT?

• It is likely that the lockbox in your possession needs its clock reset, a firmware update, or a battery replacement in order to resolve the issue. 

a.  In order to determine the source of the error and know how to resolve, please contact SentriLock support by dialing 513-618-5800.

b.  SentriLock's support staff may be able to assist you solely over the phone and solve the issue during the call.  However for some troubleshooting, a power paddle, batteries, a battery pack, a rubber band, and a screwdriver may be needed. 

c.  If SentriLock support determines that any of the tools above are needed to fix the issue, please travel to the office of your local REALTOR® Association in order to gain access to the troubleshooting tools.  And once at the REALTOR® Association's office with tools in hand, please contact SentriLock support again by by dialing 513-618-5800 for further direction.

6.  Is your lockbox shackled to a door and unable to be removed?

a.  For SentriGuard Lockboxes

For owners of both tan lockbox types: If you are unable to release the shackle of the SentriGuard lockbox please contact SentriLock support directly by dialing 513-618-5800.  SentriLock's support team will be able to troubleshoot the SentriGuard box.  If the issue is being caused by a clock reset or firmware update need, SentriLock's support team may be able to resolve the issue solely during the phone call without a battery replacement.  However, if SentriLock's support team determines that you need a battery replacement, please travel to your local REALTOR® Association to acquire the correct tools and batteries needed as described below


Tools for tan front lockboxes with NO card slot:  You'll need to purchase batteries, checkout a screwdriver, checkout a battery pack, and receive a rubber band from your REALTOR® Association in order to successfully change your battery on location.  Once you've obtained the necessary items from the REALTOR® Association, travel back to the lockbox location and call SentriLock support again by dialing 513-618-5800.  Over the phone, SentriLock's support team will instruct you how to replace the batteries and remove the shackle.  After replacing the batteries, you must return the battery pack and screwdriver to the REALTOR® Association.

Tools for tan front lockboxes WITH a card slot:  You'll need to purchase batteries, check out a power paddle, checkout a screwdriver, and receive a rubber band from REALTOR® Association staff in order to successfully change your battery on location.  Once you've obtained the necessary items from your local REALTOR® Association, travel back to the lockbox location and call SentriLock support again by dialing 513-618-5800.  Over the phone, SentriLock's support team will instruct you how to replace the batteries and remove the shackle.  After replacing the batteries, you must return the power paddle and screwdriver to the REALTOR® Association.