Frequently Asked Question
Peace of Mind Starts with Cannon Security Products. Our FAQ section is designed to give you quick, reliable answers to common questions about our safes, accessories, and services. Whether you need help with setup, programming, battery replacement, shipping, or warranty details, you’ll find clear guidance here.
General FAQ's
Check the battery. We recommend using an Energizer or Duracell battery that is 100% Alkaline, no lithium, non-rechargeable battery, and with an expiration date of 5 years in the future.
Also, try turning the handle to the right, without letting go of the pressure, put in the code, then turn it to the left. Once you hear the 2 beeps your safe should open.
If your safe still doesn’t open, please contact customer service.
Prior to contacting Customer Service, please REGISTER your safe.
Note: If submitting a customer service claim for this issue, please mark YES to the question “Is your issue lock related?” on the contact us form. Also on the contact us form, please submit a short video clip illustrating the keypad double beeping, the lock clicking or not clicking, and the battery which you have installed paying close attention to the battery’s expiration date. Providing this information will expedite your service request.
Tools needed:
5mm Allen Wrench
- Step 1. Locate the set screw on the hub.
- Step 2. Using the 5mm Allen Wrench, make sure it is tight. Test handle to see if it is still spinning, if the handles still spin, please proceed to Step 3.
- Step 3. Remove the set screw.
- Step 4. In the same location, there is a second set screw; tighten this screw using the same 5mm Allen Wrench.
- Step 5. Reinstall the previously removed set screw.
- Step 6. Test the handle for proper operation, if handle continues to spin, proceed to Step 7.
- Step 7. Remove both set screws.
- Step 8. Pull on the hub to remove it from the shaft.
- Step 9. Try rotating the shaft with your hand:
Note: If for any reason you are unable to remove the hub, please remove the spokes and in one of the large threaded holes, mark the shaft with a marker. Rotate the hub by hand and follow that mark, if the mark stays visible and the hub rotates at least ¾ of a rotation (270 degrees), please contact Customer Service for further assistance.
If the shaft does not spin, please slide the hub back onto the shaft to its original location, screw and tighten the first then the second setscrew. Test the handle to confirm proper function. If the shaft spins, please call us at (847) 665-1635.
Is the door to your safe moving when closed and locked? We’ll show you an easy way to fix this issue.
Note: This safe includes a red reset button located on the inside of the door and covered with a removable cap. In order to use this reset button, remove the cap first.
Replace the cap securely over the reset button after setting your combination. Failure to do so will compromise the safety and security of the safe.
To enter your personal security code you will need to follow the steps listed below:
After opening the electronic safe (with the preset factory code of 1 – 5 – 9 – #) locate the small red reset button on the inside of the door near the hinge.
Press the red reset button and then release it; you will hear a beep. A yellow light on the faceplate will activate and stay on for a period of time while you enter your personal security code. You can only enter the code while the yellow light is illuminated.
With the door open and the yellow light activated, enter your 3 – 8 digit code. Confirm your code by pressing the symbol ∗ on the keypad. Before closing the door, enter your code followed by the # symbol to be sure that it releases the handle and allows you to turn it. You should see the live action bolts retract.
If the code fails, go through steps 1 and 2 again. If the code works successfully, record your combination number. If you write down your combination you must keep this information in a secure place, away from children, and not inside the safe. You should then close and lock the door.
NOTE: DO NOT SHUT THE DOOR UNTIL YOU HAVE CONFIRMED THAT YOUR NEW SECURITY CODE WORKS CORRECTLY.
If an incorrect code is entered 3 times, the safe will automatically lockout for 15 seconds. If an incorrect code is entered 2 additional times, the safe will not allow any other codes to be entered for 5 minutes.
NOTE: If you press the wrong number while entering a security code, you can press “∗” to erase that entered number.
The size of the knockout is ½ inch and there is only one hole. Every Cannon Safe model comes with a knockout. If you decide to use it for any reason please be careful not to alter the hole in any way as it may void your warranty and damage the integrity of the safe.
The knockouts are small enough that they will not be an issue if a fire event occurs. As added protection though, Stack-On offers an installation kit which includes seal that expands for extra protection.
The only Cannon Safe model that comes with a built-in power supply is the Cannon 1965 premium model. However, all Cannon Safes come with knockouts in the back to allow for the wiring of electrical systems to use with lights or dehumidifiers. When using the knockouts be careful not to make them any bigger. This can void your warranty and compromise the integrity of the safe. We also have cordless dehumidifiers and light kits available.
You can reach our Sales Support Representatives by calling (847) 665-1635.
You can also get in contact with a representative using the Live Chat feature on our website. Please keep in mind the hours of operation are the same as they are for phone calls.
Here you will find a PDF version of the Cannon Safe original owner’s manual shipped with your safe. Within it, you should be able to find answers to most of your questions.. Please take a moment to read the manual to get a full understanding of all the features associated with your Cannon Safe.
Changing Batteries FAQ's
For added security there is no other way to get into the safe. However, the battery compartment is located on the outside of the safe so you can still change the battery and regain access to your safe, even if it dies. The combination will remain the same.
For added security there is no other way to get into the safe. However, the battery compartment is located on the outside of the safe so you can still change the battery and regain access to your safe, even if it dies. The combination will remain the same.
The frequency that you will have to change your battery varies by user. If you use your safe multiple times a day you may have to change your battery more frequently than someone who uses the safe three times a week. Just to be safe, we suggest changing the battery of your safe twice a year.
We recommend using an all alkaline Duracell or Energizer battery with an expiration date of five years in the future. This will ensure optimal lock performance.
Ram Keypad
If possible, unlock the safe and leave the door open throughout the next steps. (It is always good practice to have the safe door open when working with the lock or keypad.)
- Twist the keypad ring clockwise and pull off
- Pull out the battery plug-in and connect the battery
- Slide the battery into the tray. Put the ring back onto the keypad and twist counter clockwise
- IMPORTANT: Test the combination before shutting door
The low battery indicator light will only flash when you are entering your combination. You may also hear that the battery is dying from the way the lock sounds.
The battery is installed the same way for all GV1000 and GV2000 models.
Step 1: Open the Unit door. Be sure not to lock your keys inside the unit.
Step 2: Carefully place the unit upside down.
Step 3: Remove the interior shelf (only found on the GV2000 models) and pull the bottom foam forward, starting from the bottom back of the unit, slowly and carefully so as not to tear off (note that the unit is upside down so the top is now the bottom).
Step 4: Find the battery cable with the positive (+) and negative (-) guides.
Step 5: Plug in the battery.
Step 6: The battery will be inserted into hooks with the battery name facing you and the battery cables and plug on the right-hand side. First insert the top portion of the battery slightly and use it to pull the hook up while pushing in the rest of the battery.
If you find yourself needing additional help please review our user manuals.
Cannon Safe Warranty FAQ's
The warranty does not cover lost or forgotten combinations, improper opening procedure, and weak or dead batteries. Electronic and EMP locks carry a one-year warranty for labor and a lifetime warranty for parts.
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Please call us at (847) 665-1635 and explain the situation. We will ask for certain information to process the claim but rest assured knowing your Cannon Safe is covered for the lifetime of the safe if you experience one of the unfortunate events mentioned above.
Paint comes with a one-year warranty, depending on proper care and environment. If you need assistance with paint warranty please call us at (847) 665-1635.
Changing Combinations FAQ's
The factory combination for Cannon Safes is 1-2-3-4-5-6
You will know you have a NL Lock if your safe has this keypad:
Programming Instructions
Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.
Press and hold “0” until you hear a double beep.
Enter existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6). You will hear a double beep.
Choose and enter a new six (6) digit code. You will hear a double beep.
Re-Enter new six (6) digit code. You will hear a double beep.If you hear a long beep, the old code is still valid.
With the safe door open, test the new combination.If you have any issues call us at (847) 665-1635.
Congratulations! You have changed your safe combination. Now don’t forget it because you will need it if you want to change the combination again!
You will know you have a S&G Lock if your safe has this keypad:
Note, there are two sets of instructions listed below; one is for changing the Administrator Code and the other for changing the User Codes.
Administrator Code: it is required when changing or adding additional user codes. User Code: used for people with additional access to your safe. You have up to 8 user codes.
Programming Instructions for Administrator
Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.
Press “7” then “4”, then “*”.
Enter your current 6 digit code then press”#”. You will hear three beeps.
Press “1” then “*”.
Select and enter a new six (6) digit code. You will hear three beeps.
Re-enter a new six (6) digit code. You will hear three beeps.If you hear a long beep, the old code is still valid.
With the safe door open, test the new combination.If you have any issues call us at (847) 665-1635.
Congratulations! You have changed you Administrator Code. Now don’t forget it because you will need it if you want to change the User Codes!
Programming Instructions for Users
Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.
Press “7” then “4”, then “*”.
Enter the Admin Code then press”#”. You will hear three beeps.
Press the user number you are trying to change/add (2-9) then “*”.
Select and enter a new six (6) digit code. You will hear three beeps.
Re-enter a new six (6) digit code. You will hear three beeps.If you hear a long beep, the old code is still valid.
With the safe door open, test the new combination.If you have any issues call us at (847) 665-1635.
You will know you have a Kaba Lock if your safe has this keypad:
Programming Instructions
Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.
If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.
Press “#” the “1” hear a double beep.
Enter existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6). You will hear a double beep.
Select and enter a new six (6) digit code. You will hear a double beep.
Re-Enter new six (6) digit code. You will hear a double beep.
If you hear 3 beeps, the old code is still valid.
With the safe door open, test the new combination.
If you have any issues call us at (847) 665-1635.
Congratulations! You have changed your safe combination. Now don’t forget it because you will need it if you want to change the combination again!
Opening Your Safe FAQ's
Verify that your batteries work. The best battery to use is a Duracell or Energizer battery with an expiration date of 5 years in the future. If the batteries have been in the safe for more than 6 months, change them and try opening and closing the safe again.
Note: If your safe still doesn’t open, call customer service (847) 665-1635.
*If the indicator light flashes green and red your swipe was not accepted and you will need to try again.
To open the safe, we recommend putting a Phillips-Head screwdriver into one of the holes of the hub and turning it to the right without letting go of the pressure. Put in the code then turn it to the left. When you hear 2 beeps your safe will open.
The handles are inside of the safe in a white box. This box also contains the 4 Floor plugs and 7 shelf clips.
Safe Accessories FAQ's
An alternative option to an electric dehumidifier is our silica gel dehumidifier, which does not need electricity to operate.
If you prefer the electrical option, Cannon Safes come with knockouts in the back to allow for the wiring of electrical systems to use with lights or dehumidifiers. When using the knockouts be careful not to make them any bigger. This can void your warranty and compromise the integrity of the safe.
We recommend using Red Head 3/8 inch x 3-3/4 inch concrete wedge anchors.
When the indicator beads turn pink, the silica gel is saturated and needs to be reactivated. To reactivate the beads, place the entire unit (do not disassemble) in the oven at 325 Fahrenheit for at least 3 hours. Let the unit cool enough to handle, then return to the safe. Note: the indicating beads will gradually turn blue once reactivated.
Looking at the image, determine which shelves you need. Keep in mind that we no longer make shelves for past models. To produce and ship the shelves it will take approximately 5-8 weeks. If you have any questions please contact customer service at (847) 665-1635.