Why isn’t the tick button working on my Loqee Smart Keybox?

Read before you start troubleshooting. 

If the troubleshooting steps in this article do not resolve the issue, we will ask you to provide a few photos and short videos 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.

- A short video demonstrating the issue.

- A screenshot of your lock's battery levels before and after you install new batteries

- A video showing what happens when you try to replicate the issue while powering your lock with a USB cable

- A zoomed out photo of where the lock is installed

- A screenshot showing the firmware of the lock is up to date

When the tick (✔️) button isn't working or the keypad is lighting up randomly and not accepting codes, it’s almost always a power or connection problem. Here’s what you should check:

Weak or unstable batteries

Low voltage is the most frequent reason for erratic keypad behaviour.

What to do:

- Replace all batteries with brand new, high-quality batteries.

- Do not mix old and new batteries.

- Avoid rechargeable batteries unless the model specifically supports them.

After replacing the batteries, test the keypad again before moving on. If it still doesn't work power up the lock with a USB cable (refer to this article for more info).

Slamming the lid

Repeatedly slamming the lid of the key box can loosen internal connections over time. The impact travels through the lock body and may partially dislodge the ribbon/cable that connects the keypad to the motherboard or stress the keypad board.

We encourage gentle closing of the lid.

Exposure to direct heat

Prolonged exposure to strong heat sources can raise the internal temperature.

- Direct sunlight for extended periods

- Nearby heaters or heat vents

Consistent exposure to high temperatures may cause the lock to overheat and the electronics to fail.

Exposure to rain, humidity, or salt air

Moisture can affect internal electronic components. If a lock has been exposed to rain, high humidity, or salt spray, moisture may reach the motherboard. This can interfere with the touch sensor and keypad board.

Signs include:

- A button not working 

- Random lighting without touch

- Intermittent response

- Corrosion in the battery compartment

Firmware not up to date

Firmware updates for smart locks are crucial software improvements that fix bugs, boost security, ehance 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. Performing a bulky firmware update could also result in batteries to drain. Therefore always install brand new batteries after a firmware update. 

See How to update the lock firmware?

Your smart lock may be stuck

Reset the lock and install brand new batteries. See https://support.smartdoorlocks.com.au/portal/en/kb/articles/how-do-i-reset-my-smart-door-lock-to-factory-default-settings

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 along with your order number (Contact Us). This will allow us to assess the situation more efficiently and provide a faster resolution.

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