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Appendix A. Troubleshooting
This section provides information to help you diagnose and solve various problems that may arise while
configuring or using your Supra product and offers technical support contacts in case you need assistance. See
"Contacting Us"
on page 71 for details on how to contact Supra.
Device Programming Errors
Programming base errors are generally connection issues. To resolve:
•
Reseat KeyBox, KeyPad or KeyTag on programming base.
•
Check connections between programming base and computer.
•
Check power connections.
•
Turn the power to the programming base off and back on.
•
Close all programming screens in the KeyAdvantage software, log out and close the KeyAdvantage
software, restart the application and log back in again.
•
Check to make sure all inventory has been imported into the system software.
Device Diagnostics
KeyAdvantage software provides a function that allows KeyBox and KeyPad configuration and error information to
be read using the programming base.
See
"Diagnosing KeyBoxes"
KeyBoxes and KeyPads.
KeyBox-KeyPad Connection Errors
Most KeyBox errors occur when accessed by a KeyPad.
KeyBox-KeyPad errors can be connection or access issues. See
on KeyPad errors. To resolve many connection issues:
•
Reenter the PIN code and try again
•
Shield the IR path from direct light and try again.
Access issues arise when KeyPads attempt to access KeyBoxes to which the key holder does not have access
privileges. These errors can be when:
•
KeyPad serial number is on the KeyBoxes lockout list
•
User attempts to access KeyBox outside of their shift as defined in the system software and programmed
into the KeyPad
•
KeyBox belongs to a department to which the key holder does not have access privileges
Many other access errors are user-related. These occur when:
•
Wrong PIN code is entered
•
KeyPad is not updated
•
User entered too many incorrect codes and is locked out for 10 minutes.
•
User does not completely push up on the key container when attempting to access the KeyBox
•
KeyTag is not properly seated in the key container, not allowing the key container to close
on page 55 and
"Diagnosing KeyPads"
on page 49 for details on diagnosing
"KeyPad Error Messages"
66
Appendix A
Troubleshooting
on page 69 for details
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Table of Contents
Troubleshooting
