Why is my Loqee Smart Key Box Not Opening?

Prerequisites:

1. Make sure the smart lock is powered up using fresh batteries. 

2. Make sure the lock is configured (see this article to configure the lock).

Read before you start troubleshooting. 

If the troubleshooting steps in this article do not resolve the issue, please send us the following so we can assist you further. You are welcome to capture the necessary images and recordings as you work through the troubleshooting process, which will help us assess the situation more efficiently.

1. Screen shot of the app showing the battery level

2. Video of testing the lock with USB power

3. Video of unlocking the door with the mechanical key
4. Video of unlocking the key box while keeping pressure on the flap
5. Screen shot of the app showing the firmware is up to date

6. Zoomed out picture showing where the lock is installed

Weather changes

Changes in temperature and weather conditions can sometimes cause the rubber gasket around the lid to expand slightly, making the key box difficult to open. Apply gentle pressure to the front flap of the key box by pushing it inward. While keeping pressure on the flap, try unlocking the key box using a valid unlocking method.

Check for too many keys or bulky contents

If the key box is packed with too many keys or bulky items, the contents can push the front flap outward. This may cause the locking mechanism to become misaligned and prevent the key box from opening.

Low battery

One common reason for the latch not retracting is low battery power. Even if the lock's screen lights up and other functions appear normal, the batteries may not provide enough power to operate the motor. To address this, try replacing the batteries with high-quality, brand-new ones.

Firmware not up to date

Firmware updates for smart locks are crucial software improvements that fix bugs, boost security, enhance performance (like battery life, motor control, connectivity), and add new features, ensuring the lock stays modern and reliable without needing hardware replacement, usually installed through the lock's app over Bluetooth while the phone is nearby. 

Lock is stuck
If the lock becomes stuck during operation, it may not function correctly. Follow the instructions in the article to reset the lock and restore normal operation.

Faulty Motor

If the whirring sound when locking and unlocking is pale or non-existent, try powering up the lock with a USB cable. If that doesn't fix the issue and you've tried all the above troubleshooting steps, it may mean the motor is faulty. Although this is highly unlikely for a new lock.

Broken clutch mechanism:

If you find yourself unable to unlock your Smart Lock using the mechanical key, it could indicate a broken internal clutch mechanism (although not always). It is crucial not to force the key if you cannot rotate it. Instead, we recommend reaching out to our support team for assistance.

If the troubleshooting steps in this article do not resolve the issue, please send us the videos and screenshots requested in the sections highlighted in orange. This will allow us to assess the situation more efficiently and provide a faster resolution.

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