Overview
This article helps you identify and fix common issues with Codebox lockbox devices used in RentEngine.
General troubleshooting steps
Before digging into device-specific problems:
Go to the Lockboxes tab in RentEngine.
Confirm the lockbox’s serial number matches the device at the property.
Click the Generate Code button and see if any errors appear (this will help with troubleshooting using the guide below)
If a property has multiple lockboxes connected, remove the extra ones and keep only the correct device.
Codebox troubleshooting
Use these steps when your Codebox device isn’t behaving as expected:
Code doesn’t generate or shows error
Log in to your Codebox account and open Active Lockboxes.
If the serial number is under Inactive Lockboxes, move it back to Active.
If the serial number isn’t present, contact Codebox support at processing@codeboxinc.com to move the device into your account.
Code generates but does not open the device
Confirm the property in RentEngine is set up as a Digital lockbox for showings.
Check the Lockboxes tab for duplicate lockbox assignments and remove extras.
Verify that the serial number in RentEngine exactly matches the lockbox’s physical serial.
“Failed to load lockbox information” in Command Center
This typically means RentEngine sees more than one lockbox connected to the property.
Open Lockboxes and remove any incorrect devices from that property.
Re-try generating the code.
Codebox is jammed or broken
Contact Codebox's device support at (888) 507-8885
SentriLock troubleshooting
Use these steps when your SentriLock device has issues:
Code doesn’t generate or shows error
Contact your RentEngine representative so they can check your SentriLock account.
If the serial is active in your SentriLock account, RentEngine may need to escalate with SentriLock support.
If the serial is not active and it’s a Gen3.5/3.6 lockbox, it may not have been successfully transferred via Bluetooth after onboarding.
Open the box with the SentriKey app via Bluetooth to complete the transfer (if within 14 days of onboarding).
Otherwise, work with your RentEngine rep to re-request the transfer.
Code generates but does not open the device
Confirm the property in RentEngine is set up as a Digital lockbox for showings.
Remove any extra lockboxes assigned to the property in the Lockboxes tab.
Confirm the serial number in RentEngine exactly matches the physical SentriLock device.
“Failed to load lockbox information” in Command Center
This typically means RentEngine sees more than one lockbox connected to the property.
Open Lockboxes and remove any incorrect devices from that property.
Re-try generating the code.
When to contact support
If the steps above do not resolve the issue:
Reach out to RentEngine Support via the chat
Provide:
The lockbox’s serial number
A description of what’s happening
Whether a code is generating or not