A: Before attempting troubleshooting steps, please verify that you are following the Basic Requirements of Opening a Sera4 Lock. If these requirements are met, please follow these steps:
- 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. Sometimes the shackle could be jammed, the user might have to pull the padlock to open it after selecting UNLOCK in the mobile app.
- Push and hold the padlock shackle down, while selecting UNLOCK in the Teleporte application. Then release the shackle once the lock icon is shown as open in the mobile application.
- Alternatively, 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.
- If the shackle still doesn'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. (see How to Identify a Padlock with a Low Battery)
- If the above steps do not work, reset the padlock (see How to Reset a Padlock)
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