HQ Troubleshooting

HQ Troubleshooting

Below you will find some trouble shooting tips. If for any reason these tips do not resolve the issue you are having, please contact us by submitting a ticket, emailing support@narcbox.com, or calling us at 888-627-2269.

General Troubleshooting:

If your HQ panel or locker are having any type of issue please try the steps listed below:

  1. Do a ten second reboot by pressing and holding the black button on the right side of the panel for ten seconds. To do this for your locker if you are having issues with it as well, press and hold the button at the bottom of the locker by the power port. 
  2. Try connecting to a phone hotspot (if it's an iPhone hotspot, make sure "Maximize Compatibility" is turned on) and see if things work better on there, if so please see our article on whitelisting. If your device won't connect to a hotspot, you can also go to the saved networks page (inside the WiFi menu) and remove all saved networks.  Then you will do a 10 second reset (holding the black button down on the right side of the Panel) and then try to connect to a hotspot.  If you are connecting to an iPhone hotspot be sure to have "Maximize Compatibility" in the hotspot settings turned on.
  3. Try doing a sync, or two, before trying the action on the panel again. 
  4. Have your supervisor check the settings for the panel online to make sure things are turned on properly. Make sure to sync the HQ Panel if they make any changes. 
  5. Check the locker manager screen and make sure no foreign devices or anything weird is showing up. Confirm that it is connected to your locker by checking the small box on the right side of the screen, you should see the locker name or HQL_____ listed in the box.
  6. Make sure that your HQ panel has the laptop looking cord plugged into it (should be labeled 'Power to HQ Control Panel'), if not the panel will not be able to stay on, fully turn on, or charge the battery properly.

HQ Locker Unable to be Reached:

If you are trying to open your locker and aren't getting the green light or you are getting a reporting error "HQ Locker Unable to be Reached" please try the troubleshooting steps listed below.

Please press and hold the reset button on the bottom right of the Locker next to the power port for 10 seconds. If it is powered the light on the top will flash green when the button is let go. If it does not flash green, check that the power cord is plugged into a working outlet or try using a different power cord.


Next you will also want to reset your HQ control panel by pressing and holding the reset button for 10 seconds.


Now that we have ensured that your locker is receiving power and ready to go, on your HQ control panel please go to your Settings, Select Locker Manager and then press Refresh Connected Devices. This will re-pair/refresh/reconnect your locker to your panel. Once that is finished you should see your locker(s) listed in the small box above that button. If the locker is listed there then you are good to go. 





Once that is completed go to Settings, Maintenance, and Sync. Once this is completed try to open your locker. 



Foreign Device - HQ Lockers:

If you see a foreign device on your locker manager screen, on the left side, this is what you should do:
  1. Click on it and select forget/remove.
  2. Either scan for lockers again and try pairing the new locker or click repair all lockers if you are trying to repair an old locker.
  3. If the foreign device comes up again repeat those steps (it may take a few times of repeating these steps) until the locker shows up in the small box on the right side. If it successfully shows up in the small box on the right side of the screen then you are good to go.
  4. You can also try doing a ten second reboot and then go back to trying to pair or repair your locker.  

HQ Lockerless Option Issues:

Lockerless Panel and/or Virtual Locker


PLEASE DO NOT DO ANYTHING if you have a virtual locker connected to your HQ and you have run into any sort of issue. PLEASE DO NOT CHANGE ANYTHING in the Locker Manager section on the HQ Panel. The Virtual Locker needs to stay in your Connected Lockers. If it is not there, please contact us.


If you are having an issue with Managing Inventory, press and hold the reset button on the bottom right side of your panel. Once your panel has rebooted, please try again.

If your HQ Panel is still not matching the Inventory that is online, you can select Manage Inventory, Summary, then press the button that says 'Get Server Inventory'.  If you are still having issues please contact us.



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