Unresponsive keypad (no sounds, no lights) or partial function

Unresponsive keypad (no sounds, no lights) or partial function

The keypad is the gateway to communicate from the outside of the safe to the lock located inside the door.
Let's review one topic at a time.

Unresponsive Keypad

If the safe is not operated often, it might be forgotten that it uses a battery that requires enough amperage to work properly, however, the battery might lose all its energy costing the keypad to not respond. 

if this is the case, when swapping the old battery for a new one, please verify that the new one meets the following criteria:

1. Alkaline 9v battery.

2. Expiration date five years ahead (the current year 2023, battery 2028).

3. Duracell or Energizer brands are the recommended brands per the manufacturer.

We recommend replacing the battery every 6 months to ensure you will not have a problem accessing your safe.

If the battery has been replaced and the keypad is still unresponsive, it will be required to verify that the wires are connected properly on both ends.

Please see a couple of scenarios with our current keypads below: 

Standard keypad




It is required to open the safe using the key. Below is a video on how to remove it: 



Once your safe is open, please remove the door panel to access the back of the door.

Verify all wires are connected properly.

If there is one wire disconnected or loose, please reconnect it.

If the issues persist, please contact Customer Service at the following link.

NL keypad


Remove the keypad on the front of the door.

Step 1. Simply apply pressure on the keypad and then push it up: 



Step 2. Make sure the wire is still attached to the inside of the safe and the keypad. 


Step 3. Re-attach the keypad by simply aligning it with the screws on the front of the door, applying pressure and pushing it down. 


If the issue persists but the door is open, please continue the next steps.

Step 4. Remove the panel, behind the door: 



Step 5. Use the pockets to lift the door panel and pull outward from the bottom first, sliding the panel outwards: 


Step 6. Please verify the keypad is connected to the lock. 


If the safe is closed, unfortunately, it will be required the assistance of a locksmith to drill open the safe and install replacement parts.

Please keep in mind that the warranty for electronic parts, in this case, the lock & keypad are covered with a 1-year warranty. Parts are covered so we can provide you with them free of charge so you can hire a locksmith to install the parts.


You can review the warranty on our website: https://www.cannonsafe.com/warranty 

If your safe is still within warranty, please record a quick video that shows the battery expiration date, you putting in the code and the keypad not responding. Have it ready to share with a representative. 

Keypad partial function

A partial keypad issue might happen sporadically due to electronics tending to require a power cycle, a simple reset should resolve this problem and it is the only way we can guarantee the safe will unlock using the battery. 

1. Remove the keypad from the safe. If you encounter issues removing the keypad, below is a video on how to remove it.



2. Disconnect the battery.

3. Press all the buttons once.

4. Reconnect the battery.

5. Test if the issue is resolved.

If the issue persists and your safe is still within warranty, please record a quick video that shows the Battery expiration date, you putting in the code and the keypad partial function. Have it ready to share with a representative.


We hope these steps are helpful.

Sincerely, 

The CSP Team.