This article provides tips and ideas on why the lock control is malfunctioning. Before continuing to read this troubleshooting, it is a good idea to first read the article about HonestBox One to gain an understanding of its functions and installation: HonestBox One
Notification of changed status
If the control unit goes offline / loses contact with our server, an email will normally be sent to your contact person via a webhook. The message is short and simple: The control unit has gone offline. You will receive a message within about 10 minutes that something is wrong. This is most likely due to a disruption in the mobile network or in your local network. During this time, no one can unlock and open the door/lock.
When the control unit comes online again, a new message will appear stating that the control unit is online. Now everything is working properly again.
The recommendation is to wait 10 minutes after an "offline" message arrives before you take any action. If nothing comes online after several minutes, something is wrong. Continue troubleshooting to try to solve the problem yourself.
Status check
Under Location settings / Access system, in addition to the current status, there is also a button to perform a status check. When you click on the button, three checks are made. First, a call is made to our two servers that manage the control unit to see if the control unit is online on these. After that, an unlock signal is also sent so that you can check whether the lock is unlocked or not. However, we cannot see whether the lock is opened or not, so you must be on site to confirm. After the check, which takes 3-4 seconds to complete, the results are displayed. It may look like below:
Restart
There is also the option of a restart. We then send an SMS to the control unit and tell it to restart. However, this will not be possible if the mobile network is not ok.
Antennas connected
Check that all 4 antennas are properly installed, that they are mounted in a good location, the antenna cables are unrolled and the antennas are preferably as close to a window as possible. The two brown ones are marked "mobile" and should be placed as shown in the picture next to the "mobile" marking on the control unit. The two black ones are marked "wifi" and should be placed as shown in the picture next to the "wifi" marking.
Look at the back to make sure everything is connected correctly.
Power
On the far left is the transformer that supplies power to the control unit. That it is connected and providing power is indicated by a small green light at the bottom left. If it is not lit, there is no power to the transformer. Check the power.
Interference with the mobile operator
At the bottom right are 6 lights that indicate the status of the mobile network / 4G. If it is green, it is good. If it is flashing and does not light green, there is a problem with the 4G network. Maybe temporary. Maybe a problem with the SIM card. Maybe poor reception at the location. Also check the two antennas on the front of the control unit that there are two antennas marked mobile in each socket also marked mobile.
Almost always problems with the control unit are related to interference with the mobile operator. A lot happens in today's mobile world with the shutdown of old networks, etc. so interference occurs.
Telenor
Most likely, there is a SIM card from Telenor in your control unit. Click on their status page and check if there are any disruptions in your area. You can find the link from Driftstatus
Telia
You may have a SIM card from Telia. The same applies to Telenor - check their own status page if there are any disruptions in your area.
We have seen when our mobile network provider had operational problems, the control unit had to be restarted. Always worth trying: Restart the control box by unplugging it for a few seconds - then reconnecting.
Mobile operator
Normally we always ship with a SIM card from Telenor. Sometimes it may not be optimal, so we also have the option of switching to Telia. Contact us and we will arrange a new SM card. But it is usually not for an emergency solution but a more long-term improvement if Telenor is not working well.
SIM card is not inserted correctly
We have seen that the SIM card has been inserted incorrectly. Easy solution: Remove the SIM card from the SIM1 holder. Then insert it carefully so that it is inserted correctly. See further down in this article about replacing the SIM card.
Your network
The three connectors LAN1, LAN2 and LAN3 must NOT be used! If the control unit is to be connected to a router/switch, the WAN port should be used. The one on the far right.
Alternatively, wifi. Better with the cable but wifi is ok. Then contact HonestBox support so we can connect to your wifi.
Do you have interference in your network? Because if the control unit senses that there is a "network", the control unit may not switch to 4G even if there is no "internet". So double-check that there is really internet in your local network that the control unit is connected to.
Terminal block
The picture shows how the two cables that control the lock are connected. PORT 5 and PORT 10 are used according to the wiring diagram above.
Does it click?
When you choose to unlock, there should be a clear click in the control unit. Can you hear a click? A click when unlocking, a click when locking after about 10 seconds should be heard.
Short the cables to rule out a problem with the control unit
The two cables that go into the control unit terminals 5 and 10, they "short" when the control unit relay is activated. To check the rest of the circuit, you can disconnect the control box. Pull out the two cables that are in port 5 and port 10. short them and the lock should open. If the lock now opens, the entire circuit works and we know that there is something wrong with the control unit. If nothing happens, there is a fault in the circuit. Check all cables etc.
Restart
Always worth a try. Unplug the power. Wait a few seconds. Plug the power back in. Within 5 minutes the control unit should be up and running again.
Replacing the SIM card
You may have received a new SIM card from us or you may want to use your own.
To replace the SIM card, follow these three simple steps. However, it is important that the SIM card is exactly in the correct position in its holder before inserting it into the control unit. A bit fiddly and you need to be careful.
First, remove the SIM card that is in slot SIM1.
Insert the new SIM card into the holder. Note how it should be mounted.
Insert the holder with the SIM card into slot SIM1 again. Make sure that the SIM card is in the correct position.
Within a few minutes, the control unit should receive signals from the new operator. The control unit may need to be restarted.
Still not working?
If it still doesn't work - please contact us: support@honestbox.se. Then it is probably necessary to replace the control unit. However, it has never happened that it has been necessary...