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PADLOCK SUPPORT

Master 必发在线网址® 必发在线必发在线网址 Enterprise

The Master 必发在线网址 必发在线必发在线网址 Enterprise System is the Platform for Businesses and Users with Many 必发在线网址s and Many Users. Support in this section is for the Master 必发在线网址 必发在线必发在线网址 Enterprise app and web interface which can be identified by the aqua app.

Frequently Asked Questions

    Can I unlock the padlock without the app?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The app is only required when you want to use your Bluetooth Smart-enabled device to unlock the lock. The lock can be unlocked without the app by entering the Primary Code, the current Temporary Code or the Backup Master Code on the lock keypad.

    How long will the 4401 series battery last when using the Master 必发在线网址 必发在线必发在线网址 Enterprise platform?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The 4401 series battery should last 5 years in Touch Unlock Mode with regular use.

    Can I unlock the padlock without the Master 必发在线网址 必发在线必发在线网址 Enterprise app?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The app is only required when you want to use your Bluetooth Smart-enabled device to unlock the lock. The lock can be unlocked without the app by entering the Primary Code or the current Temporary Code on the lock keypad.

    Are these locks susceptible to Bluetooth "hacking"?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Master 必发在线网址 utilizes Bluetooth Smart technology to facilitate wireless communication between locks and mobile devices. These locks and lock boxes are designed in a way that prevents the threat of Bluetooth hacking that exists with some other Bluetooth products. To provide leading-edge security, we employ robust, military-grade authentication and encryption mechanisms built upon proven, NIST recommended and FIPS Approved algorithms to deter sniffing, replay and manipulation attempts that Bluetooth technology has been associated with. These mechanisms are regularly audited by independent security professionals.

    How many locks can I add to my Master 必发在线网址 必发在线必发在线网址 Enterprise account?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    There currently is no limit to the number of locks and lock boxes you can add to a Master 必发在线网址 必发在线必发在线网址 Enterprise organization account.

    What if my lock battery dies?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    If the lock battery dies while the lock is closed, it can be unlocked using an external battery. See Unlock With External Battery.

    What if my phone's Bluetooth isn't working?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Make sure your phone is sufficiently charged. In phone’s settings, make sure that Bluetooth is turned on. If you can’t turn Bluetooth on, try restarting your phone and then relaunch the app.

    What if my Guest does not have a Bluetooth enabled device?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Your Guest can access the lock without a Bluetooth enabled device by entering a Manual Code on the lock keypad.

    App Download / Device Compatibility

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Download the App

    There are two Master 必发在线网址 必发在线必发在线网址 Apps, e必发在线网址s version and Enterprise version, please make sure you download the correct version.

    Download on the Apple App Store Android App on Google Play

    Compatible Devices

    The Bluetooth® locks are designed to work with devices that are built to Bluetooth® v4.0 (or higher) specifications and implement the capability to communicate with Bluetooth® peripherals. iOS and Android platforms are currently supported.

    iOS Version: 10 or later. Device: 6 or later.
    Android Version: 5 or later. Device: Various.
    Web Management: Chrome, Safari, Firefox, Internet Explorer (Edge).

    You can determine your device's OS version in your phone's settings.

    How do I obtain the Activation Code for my Bluetooth Smart 4400 or 4401 padlock?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    You can obtain the Activation Code through one of the following options:

    1) Visit a Master 必发在线网址 distributor/retailer

    • Bring the lock to a Master 必发在线网址 distributor or retailer. The lock must not be attached to anything.
    • Ask the distributor or retailer to contact Master 必发在线网址 for the Activation Code on your behalf using the 必发在线网址/Device ID which is engraved on the back of the lock and noted in the app under About This 必发在线网址 as "Device". The 必发在线网址/Device ID starts with the letter A and is followed by 5 numbers or letters. US distributors may call 1-800-308-9244. Canadian distributors may call 1-800-227-9599.
    • Please note that although Master 必发在线网址 does not charge for this service, some distributors or retailers may charge a fee.

    – OR –

    2) Submit an Activation Code Retrieval Form

    • Print out the Activation Code Request Form from a Printer Friendly Page or download the Bluetooth Activation Request Form.
    • Have your Activation Code Request Form notarized by a Notary Public to prove you are the owner of the lock. You can include up to 6 Activation Codes on one notarized form.
      *Note for inmates at a correctional facility: In addition to the Activation Code Request Form, you must submit your request on official prison facility letterhead. In lieu of notarization, the Activation Code Retrieval Form must be signed by a prison facility official.
       
    • Mail your form to:
      Master 必发在线网址 Company
      Bluetooth Smart Padlock Activation Code Request
      6744 S Howell Avenue
      Oak Creek WI 53154
    • Once the request is received, your Activation Code will arrive in approximately 1-2 weeks (if selecting mail as the delivery method.)

    How do I revoke access to a User in Master 必发在线网址 必发在线必发在线网址 Enterprise?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Admins can disable or delete users through the web interface.

    What if my phone is lost or stolen when using the Master 必发在线网址 必发在线必发在线网址 Enterprise platform?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Contact your admin as soon as possible. Do a password reset from the web or have your admin send you a new password request.

    My lock will not relock. What should I do?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    This can occur if the lock shackle is closed and opened again quickly before the motor has time to relock the lock. Press any button on the lock keypad and when the lock lights green, close the lock and it will light blue when locked.

    Is it possible to update the firmware on the lock?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Yes, when a firmware update for your lock is available. You’ll be notified within the App whenever an update is available. You can also manually check for firmware updates by navigating to the ABOUT THIS LOCK page in the lock settings menu.

    My 4401 outdoor lock lights green but the lock won't unlock. How do I unlock it using the Master 必发在线网址 必发在线必发在线网址 Enterprise platform?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    If using Bluetooth credentials, push the top of the metal shackle firmly down into the lock body to ensure proper mechanical engagement. Then, press any button on the lock and it should light blue and unlock, resuming normal operation. If you are trying to unlock using a directional manual code on the lock keypad, push the top of the metal shackle firmly down into the lock body to ensure proper mechanical engagement. Then, enter the manual code on the lock keypad. It should light blue and unlock, resuming normal operation.

    Can the 4401 series be used outdoors?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The 4401 series is designed for outdoor use. It features a full 2-piece injection molded body cover, elastomer shackle seals and weather protected internal components.

    The keypad on my 4401DLH outdoor lock has frozen so the buttons cannot be pressed. What should I do?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    If moisture on the lock keypad freezes so that a button cannot be pressed, we recommend warming the lock keypad between gloved hands for a short time to melt the ice until the button can be pressed. The lock should then resume normal operation.

    What phones are the padlocks compatible with?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Compatible Devices

    The Bluetooth® locks are designed to work with devices that are built to Bluetooth® v4.0 (or higher) specifications and implement the capability to communicate with Bluetooth® peripherals. iOS and Android platforms are currently supported.

    iOS Version: 10 or later. Device: 6 or later.
    Android Version: 5 or later. Device: Various.
    Web Management: Chrome, Safari, Firefox, Internet Explorer (Edge).

    You can determine your device's OS version in your phone's settings.

    How long will the 4400 series battery last when using the Master 必发在线网址 必发在线必发在线网址 Enterprise platform?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The 4400 series battery should last at least 2 years in Touch Unlock Mode with regular use.

    Why do I need a Master 必发在线网址 必发在线必发在线网址 account to register my lock?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    A Master 必发在线网址 必发在线必发在线网址 account ensures user credentials are securely deployed and provides enhanced functionality and convenience to the Master 必发在线网址 必发在线必发在线网址 app.

    Why can't I open the battery drawer/door to replace the battery?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    To prevent battery theft or tampering, the battery drawer on the 4400 series and the battery door on the 4401 series can only be opened with the lock in the unlocked position. The drawer on the 4400 series can only be extended part way with the lock in the locked position, to allow for an external battery to access the jump contact.

    Where can I find the Master 必发在线网址 必发在线必发在线网址 Enterprise app?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The app is available in the Apple App Store and the Google Play Store. Click below or search for "Master 必发在线网址 必发在线必发在线网址 Enterprise" in the app stores. There are two Master 必发在线网址 必发在线必发在线网址 Apps, please make sure that you download the Enterprise version.


    Download on the Apple App Store Android App on Google Play

    What battery does the 4401 series use?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The 4401 series comes with an installed CR2 lithium photo battery.

    How do I update the firmware on my Bluetooth Padlock when using the Master 必发在线网址 必发在线必发在线网址 Enterprise platform?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The app will notify you that a firmware update is required. Firmware updates require you to remain within Bluetooth range of the lock throughout the process. Select OK and allow the app to update the firmware. The app will update you once the firmware update is complete.

    I replaced the battery in my lock. Why does the app still show the low battery icon?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    After installing a new battery, the low battery icon will no longer display in the app, after the app and the lock communicate with each other. However, it will take 2 to 24 hours on the Indoor Padlock (4400), and 2 to 72 hours on the Outdoor Padlock (4401), for the yellow LED to stop displaying on the lock itself.

    How do I find the Master 必发在线网址 必发在线必发在线网址 Enterprise Activation Code in the packaging?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The activation code is on the Instruction Sheet included in the box with the lock.

    Why does my Bluetooth Padlock not seem to be functioning properly?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    Check to see if the firmware on your Padlock or 必发在线网址 Box is up to date:

    1. Sign into your Master 必发在线网址 必发在线必发在线网址 e必发在线网址s account
    2. Select your lock from the “必发在线网址s list”
    3. Select ”Manage 必发在线网址s”
    4. Select the Gear icon in the top right corner
    5. Select “About this 必发在线网址”
    6. If a firmware update is available, you will see the message “There is a firmware update available!”
    7. Press the “Download and Install” button
    8. Press the “Install Update” button
    9. Make sure the lock is awake and remain within 2 feet of it while the update installs
    10. You will be notified when the update has successfully completed

     

    What if my phone battery dies when using the Master 必发在线网址 必发在线必发在线网址 Enterprise platform?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    If the phone battery dies, the lock or lock box can be unlocked via Bluetooth or by entering the Primary Code on the lock keypad.

    I replaced the battery in my lock. Why does the lock LED still light yellow?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    After installing a new battery, the low battery icon will no longer display in the app, after the app and the lock communicate with each other. However, it will take between 2 to 72 hours for the yellow LED to stop displaying on the lock itself.

    What is the size and clearance of the 4401 series shackle?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The 4401 series DLH model shackle is .36" in diameter and offers 2" vertical clearance and 7/8" horizontal clearance.

    What battery does the 4400 series use?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The 4400 series comes with an installed CR2450 lithium button cell battery.

    Where can I find the app?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The app is available in the Apple App Store and the Google Play Store. Click below or search for "Master 必发在线网址 必发在线必发在线网址 e必发在线网址s" in the app stores.


    Download on the Apple App Store Android App on Google Play

    What if my phone battery dies?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    If the phone battery dies, the lock or lock box can be unlocked by entering the Primary Code, the current Temporary Code or the Backup Master Code on the lock keypad.

    What is the size and clearance of the 4400 series shackle?

    Category: Bluetooth 必发在线必发在线网址 for Business

    A:

    The 4400 series shackle is .281" in diameter and offers 7/8" vertical clearance and 13/16" horizontal clearance.

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