Lockbox System - D-Key Troubleshooting

You have several options available to help you solve problems if they occur. Technical support options and troubleshooting tips are included in this chapter.

Before Calling Field Support

Field Support specialists are always eager to help you solve problems. When problems arise, it is a good idea to check the following items before you place a call to Field Support.

• Charge your DisplayKEY as described earlier in this guide. Make sure all the connections between the DisplayKEY, Cradle, power source, and phone line are secure. Make sure the DisplayKEY is seated properly in the DisplayKEY Cradle.
• Perform a reset on the DisplayKEY Cradle by inserting a paper clip into the reset hole in the back of the DisplayKEY Cradle.
• If your DisplayKEY is not updated, perform an immediate e SYNC to update your DisplayKEY.
• If a function fails, verify you are entering the correct PIN or shackle code and try the function again.

Troubleshooting Tips

Some common problems may occur. The following tips may help you resolve a problem before you have to contact Field Support.

Do not have active phone jack to plug in the standard DisplayKey cradle
This DisplayKey USB Cradle was developed for key holders who do not have an active phone outlet. In order to be installed, the cradle has the following technical requirements: Computer with Windows 2000 XP Home or XP Professional operating system Active high-speed internet connection (computer/internet connection must be on from midnight to 6am to Auto SYNC a DisplayKEY) Available USB port CD-ROM Drive If you would like to replace your current cradle, please call Carol at 401-785-9898 ext 6922.

Cannot return to DisplayKEY menu options
If you get into a menu option that you can't exit by pressing the up arrow key, press enter and 1 together to reset the Key.

KeyBox container will not open
If the KeyBox does not release the key container, you may have tried to access the KeyBox before or after timed access hours. Contact the KeyBox owner for access hours.

KeyBox shackle will not release
If the shackle does not release, verify that you have entered the correct shackle code and try again. Lift up on the KeyBox to relieve pressure on the shackle.

Key container will not close
Check to see if the listing keys are blocking movement of the key container. If nothing seems to be preventing the container from closing, do not force it. Take the KeyBox to your KeyBox office for service. Code: forgotten or lost Keep a master record of your codes in a secure location. If you forget a KeyBox shackle code, select one of the following options to find it:

• If you set up KeyBox information in the Assignments Maintenance screen, a listing of your KeyBoxes and their related codes, is provided. Log onto the agent website. Go to the Box Information screen in Reports.
• If you have not completed the KeyBox setup in the Assignment screen, call your KeyBox office for service.

Important! DO NOT call Field Support to assist you with lost codes. They cannot provide you with this information. Do not share your PIN code with anyone.

Bad Code Time-Out

When you enter ten incorrect codes within a 10-minute period, a buzz tone sounds and your DisplayKEY times out for 10 minutes. At the end of this time period, the Key self-activates and is again ready for use. To avoid a bad code time-out, verify that you are entering a correct PIN or Shackle Code before repeating the procedure.

Reset DisplayKEY Cradle

A tiny opening located next to the telephone ports houses the reset switch. If you place your Key on the Cradle and no lights illuminate in the Cradle's LED, this indicates that the Cradle has become locked and will not function. The Cradle must be reset to perform the battery recharge or complete an e SYNC.

Select one of the following methods to reset the DisplayKEY Cradle:

• Unplug the Cradle's power cord from the wall outlet then plug it back into the outlet.
• Insert one end of a paper clip into the reset opening and press the reset switch inside to reactivate the Cradle.

Unable to e SYNC

If you are unable to sync your key, you can call KIM Voice (1-888-968-4032) or go to the Agent Web Site for an update code. Call Field Support at 877-699-6787 if you continue to have trouble syncing your key.