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Troubleshooting Your ActiveKey

There are three ways to update your key.

  1. ActiveKEY PC SyncSoftware; you can download the ActiveKEY PC Sync software from the Suprawebsite. To download the software, do the following:
    1. Go to www.supraekey.com
    2. Click Agents-Log on to KIMweb.
    3. Select the name of your association or MLS from the dropdown list, TX-Austin Central Texas Realty Info.
    4. Enter your ActiveKEY serial number and four-digit PIN.
    5. Click Login.
    6. In the left column of your screen, click Download Applications.
    7. Select Install ActiveKEY Software and click Run when the dialog box opens. The software is downloaded to your computer and the ActiveKEY PC sync setup Wizard opens.
    8. After you have installed the ActiveKEY PC Sync software, you can update your key anytime by connecting it to your computer with the provided USB cable. When you connect your ActiveKEY, the ActiveKEY update info window opens. Select Update key and the ActiveKEY will update using your computer’s Internet Connection.


  2. KIMweb; you can manually update your key by obtaining an update code from the KIM website. You canonly access one update code from KIM between eSYNCs. To obtain an updatecode from the KIM website, do the following:
    1. Go to www.supraekey.com
    2. Click Agents-Log on to KIMweb.
    3. Select “TX-Austin Central Texas Realty Info” from the dropdown menu.
    4. Enter your ActiveKEY serial number and four-digit PIN.
    5. Click Login.
    6. Click the Update Code link in the Left column of your screen. The update code displays.
    7. On your ActiveKEY press the on/off to turn on your ActiveKEY.
    8. Scroll to the manually input update menu option and press enter.
    9. Enter the update code using the keypad and press enter. There will be four quick beeps to indicate that the operation was successful.


  3. KIM Voice System; toobtain an update code from the KIM voice system, do the following (you canonly access one update code from KIM between eSYNCs):
    1. Call KIM at 1-888-968-4032.
    2. When prompted, enter your ActiveKEY serial number and PIN followed by the # sign on your phone keypad.
    3. KIM reads a list of options. Press 1 on the phone keypad for an update code.
    4. On your ActiveKEY press the on/off to turn on your ActiveKEY.
    5. Scroll to the manually input update menu option and press enter.
    6. Enter the update code using the keypad and press enter. There will be four quick beeps to indicate that the operation was successful.


I’ve lost my ActiveKEY
Report lost/stolen ActiveKEYs as soon as possible to ABoR for assistance. Contact ABoR Membership Department at 512-454/7636 or by email at membership@abor.com.

My ActiveKEY is expired
Your ActiveKEY remains active by connecting wirelessly to a compatible cellular network however; if you are out of coverage range for more than 24 hours, your ActiveKEY displays the message “Key is expired/update now”.

My ActiveKEY is locked up
Open a paperclip and gently insert into the reset hole located on the back of the ActiveKEY, just below the serial number label. Do not insert anything with a sharp point as you may damage the ActiveKEY. A successful reset occurs when the key displays GE SECURITY ACTIVEKEY.

**WARNING: Do not insert any object into any other opening of the unit. Doing so could result in equipment damage or serious personal injury.

My ActiveKEY shut down for 10 minutes.
If you enter ten incorrect PIN codes within a ten minute period, your ActiveKEY emits a buzzing tone and times out for ten minutes. At the end of this ten minute time period, your ActiveKEY reactivates and is ready for use. To avoid a bad code timeout, verify that you have entered the correct PIN or shackle code before repeating the procedure.

What do I do if I have a low/dead battery?
Make sure you are charging your ActiveKEY on a regular basis with either the GE wall charger or the GE car charger. A completely drained battery will take eight hours to fully recharge. If your ActiveKEY does not turn on or make any sounds and is not charging when plugged in, it probably has not been charged for an extended period of time. Plug in the ActiveKEY and do a reset with the power plugged in, then charge it for eight hours to completely recharge it.

What do I do if the ActiveKEY is stuck searching?
If your ActiveKEY is stuck while searching for a KeyBox, press the cancel button. If it is still stuck, press and hold the cancel button for several seconds. If it remains stuck do a reset.

How do I know if my ActiveKEY is in cell coverage?
To check for the presence of a compatible cell signal with your ActiveKEY, press the on/off button to turn on your ActiveKEY, scroll to View ActiveKEY status, and press enter. Scroll down to Cell Coverage. It will either say Cell coverage available or No cell coverage for this area. The third line indicates the strength of the cell signal. The number following Y ranges from 0 to -999 with 0 indicating a perfect signal and -999 indicating no signal.

What is a “Call to enable” or “Key expired” message?
Since there are several reasons for these messages, please contact Supra Technical Support at 1-866-699-6787 or the Membership Department at 512-454-7636.

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