Sargent & Greenleaf Model 6120, 6123 Motorized Electronic Combination Locks Troubleshooting Guide
This troubleshooting guide is designed to help identify and solve problems encountered with Sargent & Greenleaf electronic locks. It is not a substitute for the original instructions. For missing instructions, contact S&G at the Nicholasville address or call (859) 885-9411. An automated literature extension and an automated lock help line (24/7) are available at (800) 826-7652, extension 500 (touch-tone phone required). Troubleshooting information is also available on S&G's internet site: www.sargentandgreenleaf.com.
Some troubleshooting procedures are intended for consumers, while others require a qualified safe technician. Sargent & Greenleaf electronic combination locks are not designed for user serviceability. Repairs beyond replacing the keypad or the lock body as a unit are not recommended.
All troubleshooting procedures should be attempted before forcibly opening a safe. If drilling is necessary, contact the safe manufacturer for their recommended procedures.
To locate a safe technician, call the Safe & Vault Technicians Association at (214) 827-7233. Warranty claims must be cleared by S&G's Technical Services Department before completion.
Basic Operation
Sargent & Greenleaf electronic locks are powered by alkaline batteries located under or within the keypad housing. Replacement instructions were included with the lock.
Locks are available in two bolt configurations: a traditional square bolt for most safe designs, and a beveled spring bolt for light safe doors and inner compartments of burglary safes.
When the correct code is entered followed by the '#' sign, a motor retracts the lock bolt, allowing the container to be opened. The bolt remains retracted for six seconds before the motor extends it again. S&G electronic locks feature a spring mechanism to automatically extend the bolt once an obstruction is moved from its path.
If a safe is shipped with the lock bolt retracted: With the door open and the safe handle in the fully locked position, enter the code (followed by '#'). Wait fifteen seconds, then repeat. The lock should then cycle normally. Close the safe door only after verifying proper lock operation at least three times.
Troubleshooting Table
| PROBLEMS | POSSIBLE CAUSE | POSSIBLE SOLUTION(S) |
|---|---|---|
| 1) Lock beeps and LED flashes on key press, but does not open with a six-digit code | • # sign is not being pushed after code is entered • Wrong code is being used • Batteries need replacement • Lock is in security lockout mode • Keypad is defective |
• Press '#' sign after entering code • Verify the correct code for the lock • See Battery Check and Replacement Procedure (#6) • Perform Lockout Test Procedure (#1) and Override Procedure (#2) if Master Code is available • Replace with a keypad known to be good |
| 2) Lock opens but doesn't beep or light when a key is pressed | • Feedback wire is broken • Sounder or LED is defective |
• See Wire Check and Repair Procedure (#5) • Replace keypad |
| 3) Lock will not enter programming mode when programming sequence is entered | • Lock is in security lockout mode • Incorrect Master Code is being used |
• Perform Lockout Test Procedure (#1) • Perform Master Code Check Procedure (#3) |
| 4) Lock can be heard starting, but not running far enough to open the safe | • Bolt is stalled due to side pressure • Batteries are weak |
• Move safe handle to fully locked position and enter code again • Move safe handle to fully locked position and perform Walk Back Procedure (#4) • See Battery Check and Replacement Procedure (#6) and Low Battery Warning Check Procedure (#10) |
| 5) Lock emits “click-click” sound but motor cannot be heard running | • Drive nut is cross-threaded | • Container must be forcibly opened by a qualified safe technician |
| 6) Motor can be heard running free, but safe does not open | • Stop pin has dislodged • Insufficient bolt retraction • Weak batteries • Safe's relock device is engaged |
• Perform Stop Pin Check and Opening Procedure (#7) • Perform Walk Back Procedure (#5) • See Battery Check and Replacement Procedure (#6) and Low Battery Warning Check Procedure (#10) • Perform Relock Device Check Procedure (#11) |
| 7) Lock opens intermittently when using valid codes | • Connection of wires to back of keypad is loose • Keypad is bad |
• Perform Keypad Connector Check (#8) • Replace with new keypad |
| 8) Lock beeps three times when code is entered, but doesn't open | • Lock is in time delay mode | • Wait for time delay to expire, then delete time delay—see lock operating instructions or consult toll free help line |
| 9) Unable to delete time delay | • Time delay can only be deleted during the opening window | • Wait for opening window before attempting to delete time delay—see lock operating instructions or consult toll free help line • The Master Code must be used to delete the time delay. Perform Master Code Check Procedure (#3)—see lock operating instructions or consult toll free help line |
| 10) Unable to set time delay for more than nine minutes or to adjust opening window on model 6123 lock | • Lock may be model 6120 | • Perform Model Check Procedure (#9)—see lock operating instructions or consult toll free help line |
| 11) After entering the code for a spring bolt lock, the motor starts, but the safe door cannot be opened | • Bolt of the lock is binding against the door frame or door strike | • Push in on the door while entering the code; remove the source of the binding after the door is open • Perform Walk Back Procedure (#5) |
| 12) Lock motor runs continuously after a battery change, and the lock stays locked | • The logic circuit did not reset properly when power was restored to the logic circuits | • Unplug the wire connector from the back of the keypad, leave it unplugged for at least 30 seconds, then plug it back into the receptacle on the back of the keypad. The processor should reset properly. |
| 13) Lock opens okay, but bolt will not re-extend far enough to lock safe. | • Batteries are weak | • See Battery Check and Replacement Procedure (#6) |
Test Procedures
1. Lockout Mode Test Procedure
S&G electronic locks have a wrong code lockout feature that prevents operation for five minutes after four consecutive incorrect code entries to prevent tampering. During this period, the lock will beep and the light will flash with each key press, but an error tone will sound when the '#' key is pressed. To determine if the lock is in lockout mode:
- Enter a valid code for the lock. Note the beep sound for each button press.
- After entering the six code digits, press the '#' button.
- If the beep after pressing '#' is the same as the beeps for code digits, the lock is not in lockout mode. If the beep is noticeably longer, lockout mode is active.
2. Lockout Reset Procedure
Ensure batteries are good and correctly installed in the keypad. Verify the lock cable is properly inserted into the keypad receptacle. Do not press any buttons for at least five minutes. Then, enter a code followed by the '#' sign. If the code is valid, the lock should open.
3. Master Code Check Procedure
When the lock is not in lockout mode (see Procedure 1), verify the correct Master Code by attempting to enter programming mode. Enter 74* followed by the Master Code and '#'. The lock will either:
- A) Emit five short beeps, indicating the correct Master Code.
- B) Emit a long, continuous tone (the “raspberry” sound), indicating an incorrect Master Code. Note: The Supervisor Code on a model 6123 allows entry into programming mode but is restricted and does not permit changing the Master Code, Time Delay, Time Delay Override Code, or Opening Window value.
4. Walk Back Procedure
This procedure retracts the bolt when side pressure on the lock bolt or other factors prevent full retraction. It involves repetitive retractions without allowing the bolt to extend. Ensure the safe bolt work is not binding the lock bolt (handle in the fully locked position). If the handle has any travel, place it in the middle of its travel and enter a valid code. This may be sufficient to open the lock.
Alternatively, replace batteries with a fresh set of nine-volt alkaline batteries (Duracell® recommended; “Extra Heavy Duty” batteries are not alkaline). Fresh batteries may provide the extra power needed for locks experiencing bolt side pressure.
If the above does not work, perform these steps:
- Remove the keypad from the door, keeping it plugged into the lock (for 2-battery keypads only).
- Enter a valid code, ensuring the safe handle is in the fully locked position.
- After the motor finishes its initial run (before the bolt extends again), unplug the wire connector from the underside of the keypad, or remove the battery compartment (for 1-battery keypads).
- Check if the safe handle can be turned to the unlocked position. If not, return the handle to the fully locked position and wait ten seconds before proceeding.
- Plug the wire connector back into the keypad receptacle or replace the battery compartment. Repeat the process starting at Step B.
If the safe does not open after ten tries, proceed to the next step in the chart. For spring bolt locks (lightweight safes without boltwork), pushing in on the door while entering the code and '#' key may help the door open.
5. Wire Check and Repair Procedure
The 6120 and 6123 locks require four wires from the keypad connector to the motor lock. One wire signals the lock to the LED and sounder. If this wire is broken, the lock will operate but will not beep, and the LED will not flash. If any other wire is broken, the lock will not operate until repaired. Spliced and/or insulated wires are recommended using 24-gage stranded copper wire. After the container is opened, the lock should be replaced.
6. Battery Check Procedure (voltmeter required)
Ensure batteries are alkaline (not “Extra Heavy Duty”). Use a voltmeter to check each battery's voltage. Each should indicate at least 7.75 volts. If below this, replace with a fresh battery. Fresh batteries should indicate 9.2 volts or greater.
7. Stop Pin Check and Opening Procedure
Check: The stop pin holds the lock bolt. On early models, it could dislodge, preventing the drive mechanism from engaging. The motor may run, but the bolt won't retract. To verify, ensure the safe boltwork is not binding the lock bolt (see Step 4). Enter a valid code and listen to the motor. If there's no sound, it's not a dislodged stop pin. If the motor runs normally, wait for its retraction/extension cycle (approx. 6 seconds). Enter a valid code while pulling the handle towards unlocked. If the motor sounds the same (free running), a dislodged stop pin is likely.
Opening: If the safe can be moved, orient it vertically with the lock bolt pointing up. Gravity may help the drive mechanism engage. Operate the lock two or three times in this position, trying the handle after each attempt. If unsuccessful, drilling is the remaining option. Contact the safe manufacturer for recommendations.
8. Keypad Connector Check
For intermittent lock operation, check for loose wires at the keypad connector (underside of the 2-battery keypad). It's a four-wire connection. Inspect each wire while pushing and gently rotating it where it enters the connector. If motion is detected, try pushing the wire in to tighten it. Operate the lock with a valid code. If looseness persists, S&G recommends replacing the lock.
9. Model Check Procedure
To verify if your lock is a model 6120 or 6123, press * 8. A model 6123 will emit one beep, followed by three beeps, then another series of beeps. A model 6120 will remain silent or emit one or two short beeps, depending on its manufacturing date.
10. Low Battery Warning Check Procedure
The lock has a low battery warning feature that changes the sounder's pitch when batteries need replacement. It also includes a low battery tester/demonstrator. To activate it, press and hold the '*' key until three beeps are heard. Then, enter a valid code while listening to the sounder. If the pitch changes, the batteries are okay (though checking with a voltmeter is always recommended). If the pitch does not change, the lock was already in low battery mode, and batteries should be replaced before further troubleshooting.
11. Safe Relock Device Engaged Check Procedure
A safe's relock device(s) may activate during shipment or after servicing. To verify:
- With the lock in the locked condition, note the safe handle's motion.
- Locate the safe handle in the middle of its travel range and operate the lock with a valid code.
- As soon as the lock bolt retracts, note the safe handle's motion again.
If the handle moves more when the bolt retracts, but the safe does not open, a relock device is likely engaged. Contact the safe manufacturer for recommendations. A trained and experienced safe technician should be employed.
The Safe & Vault Technicians Association in Dallas, Texas, can refer you to a local technician. Their number is (214) 827-7233.
