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. The application will not notify if the email is invalid.
4. The system will send you an email with instructions to setup a new Teleporte password.
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. Select the key icon in the app to see the keys assigned to you. Make sure the access period (valid from | valid until ) of the corresponding key is valid.
My padlock doesn't turn ON
1. The padlock LED must turn ON when pressing the button.
2. If the LED doesn't turn ON when pressing the button, connect an external charger to the micro USB port on the side of the padlock to power it. The external charger can be a USB cable connected to a laptop, wall adapter or a portable charger.
3. The battery of the padlock is replaceable but not rechargeable. The external charger can enable users to open the padlock as a backup, while the battery is replaced.
The app doesn't detect the lock
1. If it is a padlock, make sure to turn it ON by pressing the button. If the LED doesn't turn ON, connect an external charger to the micro USB port on the side of the padlock to power it. The external charger can be a USB cable connected to a laptop, wall adapter or a portable charger.
2. Close the app and then open it again to try to detect the lock.
3. Follow the troubleshooting steps to resolve Bluetooth issues here.
I don't see the option to UNLOCK after selecting the lock in the App
1. Close the app and then open it again to try to connect to the lock again.
The padlock is shown as open in the mobile app, when it's physically closed
1. Remove any tension on the shackle as this could be preventing the detection of the open/close status of the padlock. Manually push the shackle down to verify if the LED changes from red to green. If the AP3 LED changes to green only while pressing the shackle down, then you could have a lose sensor and the padlock would need to be replaced.
2. Override the lock status by selecting it in the mobile application. Select UNLOCK three times. If the app only shows the option to LATCH, then select the UNLATCH option in the app menu.
3. If the padlock is still shown as open when it's closed, connect an external charger to the micro USB port and repeat step #2.
4. Report padlock to the administrator if the padlock is still shown as open, as it is likely having a hardware failure.
The padlock is shown as open in the mobile app, when it's physically closed. For padlocks with CONNECTED LATCH enabled
1. Remove any tension on the shackle as this could be preventing the detection of the open/close status of the padlock.
2. Manually push the shackle down to verify if the LED changes from red to green. If the AP3 LED changes to green only while pressing the shackle down, then the AP3 has a damaged sensor, and the padlock would need to be replaced.
3. Reset the internal mechanism of the padlock by connecting to it with the Teleporte mobile application, and instead of selecting LOCK, select UNLATCH three times from the main menu as shown in the video below. The user will then need to push the shackle down and verify if LED is green.
4. If the padlock LED is still red, then repeat step #3 while also connecting an external power source with a micro-USB cable.
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. As sometimes the shackle could be jammed, the user might have to pull the padlock to open it after selecting UNLOCK in the mobile app.
2. If the padlock is shown as open in the mobile app, follow troubleshooting steps in The padlock is shown as open in the mobile app, when it's physically closed.
3. If the shackle still does't open, connect an external charger to the micro USB port on the side of the padlock to power it. The external charger can be a USB cable connected to a laptop, wall adapter or a portable charger.
The padlock shackle doesn't relock when I push it down
Some padlocks are configured to close manually, by pushing the shackle down; and some other ones are configured with the CONNECTED LATCH option, to only close when enabled through the mobile app by selecting LOCK. Please check which configuration is being used in your organization as this trouble shooting is only applicable to the locks that can be closed manually.
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 in order to select.
2. Release the shackle and push it down afterwards, the padlock should re-latch this time.
3. If the shackle doesn't re-latch, the repeat step 2 while connecting an external charger to the micro USB port on the side of the padlock to power it. The external charger can be a USB cable connected to a laptop, wall adapter or a portable charger.
If any of issues persists after following all the troubleshooting steps, please report to Sera4 by submitting a support ticket from the mobile application.
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