Charlotte Regional Realtor® Association : Frequently Asked Questions

Home May 13, 2008

Frequently Asked Questions about the Supra System

DisplayKEY Questions

You have several options available to help you solve problems if they occur. Technical support options and troubleshooting tips are included in this chapter.

Before Calling Field Support

Field Support specialists are always eager to help you solve problems. When problems arise, it is a good idea to check the following items before you place a call to Field Support.

Make sure your DisplayKEY is charged. Make sure all the connections between the DisplayKEY, Cradle, power source, and phone line are secure. Make sure the DisplayKEY is seated properly in the DisplayKEY Cradle.
Perform a reset on the DisplayKEY Cradle by inserting a paper clip into the reset hole in the back of the DisplayKEY Cradle.
If your DisplayKEY is not updated, perform an immediate eSYNC to update your DisplayKEY.
If a function fails, verify you are entering the correct PIN or shackle code and try the function again.

Troubleshooting Tips

Some common problems may occur. The following tips may help you resolve a problem before you have to contact Field Support.

Cannot return to DisplayKEY menu options
If you get into a menu option that you can't exit by pressing the up arrow key, press enter and 1 together to reset the Key.

Lockbox container will not open
If the Lockbox does not release the key container, you may have tried to access the Lockbox before or after timed access hours. Contact the Lockbox owner for access hours.

Lockbox shackle will not release
If the shackle does not release, verify that you have entered the correct shackle code and try again. Lift up on the Lockbox to relieve pressure on the shackle.

Key container will not close
Check to see if the listing keys are blocking movement of the key container. If nothing seems to be preventing the container from closing, do not force it. Take the Lockbox to your Lockbox office for service. If you forget a Lockbox shackle code, select one of the following options to find it:

If you have registered Loxkbox info to yourself at www.supraekey.com, a listing of your Lockboxes and their related codes can be obtained by logging into the the agent website and viewing your existing Lockboxes.
If you have not registered Lockboxes to yourself at www.supraekay.com and have either purchased your Lockbox from the Realtor® Store or have been provided with Lockboxes to use from your company, you may contact your company office manager or the Member Services Department for that information.

Important! DO NOT call Field Support to assist you with lost codes. They cannot provide you with this information. Do not share your PIN code with anyone.

Bad Code Time-Out
When you enter ten incorrect codes within a 10-minute period, a buzz tone sounds and your DisplayKEY times out for 10 minutes. At the end of this time period, the Key self-activates and is again ready for use. To avoid a bad code time-out, verify that you are entering a correct PIN or Shackle Code before repeating the procedure.

Reset DisplayKEY Cradle
A tiny opening located next to the telephone ports houses the reset switch. If you place your Key on the Cradle and no lights illuminate in the Cradle's LED, this indicates that the Cradle has become locked and will not function. The Cradle must be reset to perform the battery recharge or complete an eSYNC.

Select one of the following methods to reset the DisplayKEY Cradle:

Unplug the Cradle's power cord from the wall outlet then plug it back into the outlet.
Insert one end of a paper clip into the reset opening and press the reset switch inside to reactivate the Cradle.

Unable to eSYNC
If you are unable to sync your key, you can call KIM Voice or go to the Agent Web Site for an update code. Call Field Support if you continue to have trouble syncing your key.

eKEY Questions

(Devices Vary)

Here are some frequently asked questions about the Supra eKEY™ and the Palm operating system.

General

Q: I already use Supra Lockboxes. Does the eKEY make my current Lockboxes obsolete?
A: No. Any Supra electronic Lockbox can be used with the eKEY.

Q: How much does the eKEY cost? Does Supra offer any payment plans?
A: Contact Supra for current prices and payment plans by calling 800-547-0252.

Internet

Q: How do I download applications?
A: You can download software from the Internet from sites such as www.palm.com to the add-on folder in the Palm Desktop software folder (e.g., c:\palm\add-on).

To download, follow these steps:

If the application is a zipped file, you must unzip it.
To select the application you want to install, run instapp.exe from the Palm Desktop software folder, or, open the Palm Desktop software and click Install, click Open and then click Done.
Transfer your new application to your PDA by placing the Palm in the Cradle and pressing the HotSync® button on the Cradle. (This procedure is also called a HotSync operation.)

Hardware

Q: Can I use an older Palm device?
A: You must have a Palm m505, Palm m515 or Zire 71, all of which have 8 megabytes (MB) or more of memory and will fit our eKEY shell. Other devices may be available depending on what type of Lockbox system you are on.

Q: Is a battery required? If so, what kind?
A: Yes. A rechargeable lithium battery and a charging base are included with the Palm handheld computer.

Software

Q: Do I have to wait until the initial four-hour charging period has ended before I can begin to load the software?
A: No. Once you have begun charging, you can start to load the software.

Q: How do I load the Palm software?
A: Follow these steps:

Insert the Palm Desktop CD-ROM into your computer's CD-ROM drive.
When the menu appears, click the Install button and follow the instructions on the screen. (While you are here, take a look at the Quick Tour.)
You will see a screen with a series of application icons. Select one by clicking on the desired icon.
Now click the New button and enter your data. For example, try clicking the Address icon and entering your own name and address.
Tip: You can also select Import from the File menu to import data from another application.

Q: How do I enter data into the Supra applications on the eKEY?
A: There are several ways to enter data into the PDA. Using your computer keyboard, type information into your computer using Palm desktop software. Place your eKEY in the Cradle and press the HotSync button to exchange data between your PDA and the computer.

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