Overview
This article helps you identify and fix common issues with SentriLock 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.
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.
SentriLock is jammed, broken, or battery is dead
Please reach out to RentEngine Support via chat so that we can loop in SentriLock's technical support and help you start a warranty claim (if applicable)
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
Support can help verify account status and escalate with the lockbox provider when needed.