Articles on: Lockboxes

Troubleshooting your Lockboxes

This guide will help you troubleshoot common issues with Codebox and SentriLock devices

If it’s giving an entry error on the Codebox device itself, check out this article to troubleshoot that error code
If it’s a low power issue or you believe the battery is low, check out this article on replacing the battery
If you're seeing a red error when generating a code in RentEngine, you'll want to check your Codebox account. Please login to your Codebox account and navigate to the Active Lockboxes. If the serial number is not in Active Lockboxes, check the Inactive Lockboxes tab. If you see the serial number in the Inactive Lockboxes tab, please move it to Active Lockboxes. If not in either tab, please reach out to processing@codeboxinc.com and ask them to transfer the box with that serial number to your Codebox account. As soon as they make the transfer, it will be ready for use in RentEngine
If the code is generating in RentEngine, but not working on the device, check the Property in RentEngine. It should be set up as a Digital Lockbox with the corresponding serial number. Also check the Lockboxes tab to see if the property is connected with multiple lockboxes. If so, uninstall the incorrect lockbox from that property.
If you're seeing “Failed to load lockbox information” when clicking a prospect in the Command Center, check the Lockboxes tab to see if the property is connected with multiple lockboxes. If so, uninstall the incorrect lockbox from that property.
If you're still not able to troubleshoot the issue, please reach out to RentEngine support via chat

If you're seeing a red error when generating a code in RentEngine, your RentEngine rep will need to check your SentriLock account. If that serial number is active under your account, then we will escalate the issue to SentriLock support. If it's not active in your SentriLock account, it likely means it’s a Gen 3.5/3.6 box that wasn’t successfully transferred with the Bluetooth step after onboarding. If it’s within 14 days of onboarding, please open the box with the SentriKey app via Bluetooth. Otherwise, we will need to re-request the transfer from SentriLock
If the code is generating in RentEngine, but not working on the device, check the Property in RentEngine. It should be set up as a Digital Lockbox with the corresponding serial number. Also check the Lockboxes tab to see if the property is connected with multiple lockboxes. If so, uninstall the incorrect lockbox from that property.
If you're seeing “Failed to load lockbox information” when clicking a prospect in the Command Center, check the Lockboxes tab to see if the property is connected with multiple lockboxes. If so, uninstall the incorrect lockbox from that property.
If you're still not able to troubleshoot the issue, please reach out to RentEngine support via chat

Updated on: 27/06/2025

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