Rebooting your Safe

Overview

Restarting your MedixSafe can resolve many common issues, including temporary connectivity problems, unresponsive screens, or devices that are not syncing properly.

A reboot does not erase any users, settings, audit logs, or stored data.

When to Reboot Your Safe

A reboot may help if you experience any of the following:

Safe appears offline
Delayed communication with the cloud
Fingerprint reader is not responding
Software appears to be stuck after an update
Technical Support has requested a reboot

How to Reboot the Safe

If you are unable to power cycle the safe by disconnecting it from power, you can perform a software reboot:

Press the [#] key five (5) times in succession. (e.g., [#][#][#][#][#])
The safe will automatically begin its reboot sequence. (This should only take 3-4 seconds.)
The safe may take 1-2 minutes to reconnect to the cloud - but it will be fully accessible while this is happening (and all access and inventory events will continue to be logged locally).

This provides a convenient alternative when physically disconnecting power is not practical or accessible.

If the Issue Persists

If the reboot does not resolve the problem:

Record any error messages displayed.
Verify the network connection.
Optionally, you can collect advanced diagnostics by pressing: [*][#][#]911911
- Taking a photo of the code displayed on the screen runs a series of advanced diagnostics, and can help our support team better-understand exactly what problem your safe may be experiencing.
Contact MedixSafe Technical Support and provide:
- Safe serial number
- MAC address (if available)
- Description of the issue
- Photos or videos of any errors

Frequently Asked Questions

Will rebooting erase any data?

No. A reboot does not delete users, audit logs, medications, or configuration settings.
How long does the reboot take?

Most safes restart and start reconnecting within 2–3 seconds.
Can I reboot the safe while it is being used?

Yes.