The best way to resolve a customer issue on a lockbox is to set up a mutual time where the user has the lockbox in front of them where the diagnostic procedure can be followed and a resolution identified in a single call, unless the issue requires escalation.

NOTE: It is suggested that the customer remove the lockbox from the property until they can verify its operation to reduce the chance of missing a showing.

Commonly Reported Issues:

"Keypad does not work"

1. Conduct a keypad check to ensure all rows and columns register a key press. Press keys 1-5-9 and OPEN for full row/column coverage. Each key press should register a beep. One key press = one beep.
2. If a row or column is identified as not working, reference VaultLOCKS eLockbox Keypad Does Not Respond.
3. If flex tail is inserted and the connector lock is closed, send the lockbox in for repair as the keypad is defective.

"Batteries are dead"

NOTE: It is very unlikely that the batteries are dead, unless they are older than 6 months AND used heavily.

1. Ask what indication or observation leads them to believe the batteries are dead?
2. The user may reply that the lockbox didn't work.
3. Ask what specifically didn't work?
4. Ask when you press a button, do the lights come on?
5. Enter a code and press the OPEN button.
6. Record the error code.
7. Follow the error code diagnostics to determine the reason why the lockbox will not open. It is possible that the batteries are low and the lockbox will send the low battery error.
8. If so, replace the batteries and test using a door access code.

"Access codes do not work"

1. Ask the user which type of code does not work?
2. Ask if the lockbox gave an error message?
3. If yes, follow the error code diagnostics.
4. The most common cause for an access code to not work is the user is attempting to open the lockbox at a different time than was scheduled.

"Valid Access Code does not open the box"

1. Open the lockbox with the key.
2. With the box open, try a valid access code.
3. Close the box back up.
4. Try another valid access code to confirm it is now working.

"Lockbox won't open"

1. Does the lockbox send an error message?
2. If yes, follow the error code diagnostics.
3. If not, can you hear the mechanism trying to open the lockbox?
4. If the lockbox is trying to open and the mechanism just can't release the door, then it will need to be returned for service.

"Bluetooth won't connect"

The Bluetooth does not transmit when the lockbox keypad is lit. This may be different than other devices where it is required that a key is pressed to turn the Bluetooth on.

1. Ensure the lockbox keypad is not illuminated and attempt to connect to the lockbox.
2. If the keypad is lit, allow the lockbox to timeout after 30 seconds and attempt to connect again.
3. If unsuccessful, ensure the Bluetooth is turned on in the user's phone settings. Go to Settings, Bluetooth and set to on.

"Codes are intermittent"

1. Ask the user the type of codes they are using and to describe the conditions of intermittency.
2. Generate and test a fresh one-hour code, one-week code and shackle code and record the error codes.
3. Continue to diagnose based upon the error codes.
4. Given all codes are freshly generated, all codes should function properly.
5. A likely scenario when this condition is reported by a customer is that they are attempting to access the lockbox at a time other than the assigned time of their showing.

NOTE: The VaultLOCKS eLockbox has a 30 minute grace period before and after any code. For example, a one-hour code for 2:00pm EST will be valid from 1:30pm to 3:30pm.

"Shackle won't latch"

Reference Shackle Won't Latch on a VaultLOCKS eLockbox

Error code diagnostics:

The VaultLOCKS eLockbox provides error codes to assist the user in knowing why a lockbox does not open. For a description of error codes, reference VaultLOCKS eLockbox Error Code Diagnostics or see below.

Error code 1 (One long beep and one short beep) - Access code was accepted and the lockbox registered an open.

Error code 2 (One long beep and two short beeps) - Invalid code format (user did not enter 6-digits)

    Re-enter the code ensuring a beep is sounded for each keypress, then hit OPEN. One key press = one beep.

Error code 3 (One long beep and three short beeps) - Invalid code (incorrect time window for the code entered)

1. Ask the customer to generate a fresh one-hour code. A fresh code will ensure the code is valid for the current time period.
2. You may also log into their account and generate a code for them.
3. Enter the fresh code. If it still sends an error, verify the correct lockbox is on the door by viewing the serial number on the bottom of the lockbox and compare against the lockbox assigned to the property in the customer's account.
4. Generate a 7-day code and try again. The significance of generating a 7-day code is that a time zone setting could be off by an hour or two, which would make a one-hour code invalid, but would not make a 7-day code invalid. This would help to verify the clock in the lockbox is correct.
5. If you are questioning or would like to verify the system is generating the correct codes, the Senior Product Manager can generate codes from separate software and compare to the codes generated by the system through the user's account.
6. If the multiple codes do not work and are sending an error code 3, then contact the Senior Product Manager for further instructions.

Error code 4 (One long beep and four short beeps) - Low voltage

1. Verify the battery icon is flashing on the front of the keypad when a key is pressed.
2. Replace the batteries.
3. Enter the code again. Lockbox should function properly.

Error code 5 (One long beep and five short beeps) - Overcurrent, possible lockbox jam

1. Use the external key to manually open the lockbox.
2. Remove the keys or source of jam.
3. Ensure the keys are placed in the key tray and not dropped into the bottom of the lockbox.
4. After a jam, it is important to test the lockbox, as the jam can damage the opening mechanism.
5. To test the lockbox function, enter any door code and ensure the door opens.

Error code 6 (One long beep and six short beeps) - eLockbox detected a motor position error

The VaultLOCKS eLockbox detects and the motor position during each cycle of the motor for a shackle or key compartment open. It is possible that the motor position was not properly detected and the eLockbox cannot determine if it functioned properly. If this error is detected, please escalate to the Senior Product Manager

Error code 7 (One long beep and seven short beeps) - Battery too low to open - Batteries are dead, eLockbox will not attempt to open