Hi.
The only way to solve the problem is by contacting Sentry. There are strict security measures on sentry safe: Sentry® Safe ' Call or Email US
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Regards.
Ginko.
Try changing the batteries first. No the electronic combo would not be erased unless someone previously changed the combination. There is probably something causing the bolts to not retract. The lock may fail if there is any pressure on the bolts and or the door of the safe. Hopefully this information helps.
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