Troubleshooting: Padlock Operation Issues

If you have a Padlock that is not opening when keyed, you'll want to try the following troubleshooting steps: 

Steps to Resolve the Issue:

1. Use Your Key to Interact with the Padlock

• When keying any lock, hold the key up to the IR port.

• Press and release the button on the key.

• Continue holding the key in place for about 2 seconds (or until the key beeps and lights up).

• Important: Pulling the key away too quickly can cause the lock to be unsure whether to open or stay closed. If this happens, simply key the lock again for the appropriate amount of time.

2. Relieve Any Tension on the Shackle

• Any significant tension on the padlock's shackle will prevent it from releasing when you try to open it.

  • Example: Someone pulling on the shackle before opening the padlock.

  • Example: The padlock is securing two ends of a chain that is taut.

• Ensure there is no tension on the shackle before attempting to open the lock.

3. Firmly Pull the Shackle Once the Lock is Engaged

• After the key indicates that the padlock is ready to access, firmly pull the shackle to release it from the lock body.

• Note: You do not need to yank the shackle. However, if you do not pull firmly enough, the shackle may not release. This can give the impression that the lock cannot be opened, even when it can.

4. Contact InVue Tech Support

• If the above steps do not resolve the issue, please reach out to InVue Tech Support for further assistance.

  • Phone: 1-888-554-6883, Option 1

  • Email: techsupport@invue.com

Additional Notes: Ensure that the key and padlock are free from dirt or debris, as this may also interfere with proper operation.

*If all other methods are unsuccessful, we suggest gently tapping the underside and top of the lock with a rubber mallet, ensuring safety and avoiding any potential damage to the fixture. After consulting with Tech Support, if the lock needs to be removed urgently, prioritize safety and proceed with any method you feel confident and comfortable using.