Troubleshooting

Troubleshooting

Basic Requirements

Before attempting troubleshooting steps, please verify that you are following the basic requirements that are detailed in this page.

I forgot my Teleporte password

1. Open the Teleporte mobile application, select option to SIGN IN under the accounts tab to open the Add Account page.
2. Select option "Forgot Password?" in the Add Account page.
3. Enter the email address that is registered to your Teleporte account.
4. The system will send you an email with instructions to setup a new Teleporte password.

My padlock doesn't turn ON

1. The padlock LED must show a green, red or blue light when pressing the button.
2. No LED lights after pressing the button could indicate battery problems.
3. Connect an external charger to the micro USB port on the side of the padlock to power it.
4. The battery is changeable but not rechargeable. The external charger can enable users to open the padlock while the battery is changed.

My smartphone doesn't detect the lock

1. If it is a padlock, make sure to turn it ON by pressing the button. The LED on the padlock must turn green, blue or red light. Visit this guide for more details.
2. Follow the troubleshooting steps for resolve Bluetooth connection issues here.
3. If your Teleporte application still cannot detect it, reset the padlock by pressing and holding the button for 41 seconds. You will need to use a chronometer to make sure to release the button after 41 seconds.

I don't have a key to open the lock

1. Contact the administrator of the site your are trying to access to request access.
2. If the administrator has confirmed that you have a key, then verify that your smartphone has data connectivity to download the assigned key.
3. The middle tab of your Teleporte mobile application - with a key icon - shows all the keys assign to you. Make sure the access period (valid from | valid until ) of the corresponding key is valid.

I don't see the option to UNLOCK after selecting the lock

1. Connectivity issues can take place when you don't see the option to UNLOCK after selecting the lock on the Teleporte mobile application.
2. Follow the troubleshooting steps for resolve Bluetooth connection issues here.
3. If your Teleporte application still cannot detect it, reset the padlock by pressing and holding the button for 41 seconds. You will need to use a chronometer to make sure to release the button after 41 seconds.

The padlock shackle is not released when I select UNLOCK

1. Remove any tension that could be obstructing the shackle, this includes heavy chains that could be pulling the body of the padlock down, in the opposite direction of the shackle.
2. Push and hold the padlock shackle down, while selecting UNLOCK in the Teleporte application. Then release the shackle once the lock icon is shown as open in the mobile application.

The padlock shackle doesn't lock when I push it down

1. Push and hold the padlock shackle down, while selecting UNLOCK in the Teleporte application 3 times. Every time you select UNLOCK, you need to wait until the option is shown again to select again.
2. Release the shackle and push it down again, the system should lock it this time.
    • Related Articles

    • Fix Bluetooth problems

      Verify if your connectivity problems have been resolved after each step below.  Step 1: Check Bluetooth basics 1. Verify that Bluetooth is ON in your mobile device 2. Keep your mobile device close to the lock, no more than 1 feet away (30cm) Step 2: ...