Supra ActiveKEY automatic updating

Published: March 6, 2017

Dear Customer,
Recent changes to cellular coverage in your area may prevent a small percentage of ActiveKEYs from updating automatically.

ActiveKEYs must be located within good cellular coverage to automatically update.

ActiveKEYs in your office will update automatically as long as your office is located in an area with good cellular coverage and the keys have current configuration settings.

Troubleshooting steps if a member’s ActiveKEY is not automatically updating

If a member advises you that their ActiveKEY is no longer automatically updating, use these troubleshooting steps to determine if it is in good cellular coverage.

Ask the member to check the cellular coverage where they normally keep their ActiveKEY. The key must be assigned and updated before checking cellular coverage. To check the cellular coverage:

  1. Turn ActiveKEY on
  2. Press the up arrow twice to scroll to the VIEW ACTIVEKEY STATUS menu option and press enter
  3. Press the up arrow once
  4. View the dBm number on the 3rd line

 

If the dBm is -999, the key is not being kept in a good cellular coverage area. The member’s options are:

  • Upgrade to the eKEY app
  • Keep their current ActiveKEY and update it manually via PC Sync. If an emergency update code is needed, call KIM voice at 1-888-968-4032 (shown on the back of key.)

 

If the dBm is any number other than -999, cellular coverage is adequate. This means another issue is preventing the key from automatically updating. Treat this key as you would a defective key. The member’s options are:

  • Upgrade to the eKEY app
  • Exchange their ActiveKEY for an ActiveKEY with updated configuration settings. If you prefer to have Supra exchange the key, have the member contact Supra at 800-394-5002.
  • Keep their current ActiveKEY and update it manually via PC Sync. If an emergency update code is needed, call KIM voice at 1-888-968-4032 (shown on the back of key.)

 

PC Sync Process

 

Members who choose to update their ActiveKEY via PC Sync will need a standard mini USB cable. Click here for instructions

 

For additional mini USB cables, contact the Supra Customer Service Team at 1-800-545-9601 option 3.

 

Attached is a member version of this communication for your convenience. If you have any questions, please contact the Supra Liaison Team at 1-800-394-5002 or email us at [email protected].

 

Sincerely,

Supra


Last modified: March 6, 2017 at 9:59 am | Originally published: March 6, 2017 at 9:59 am
Printed: September 22, 2020