There could be 2 types of mobile keys issues:
Issues related to the key creation and may vary based on each access control or smart lock system
Issues related to the physical mobile device not unlocking any access
Troubleshooting Keys (Client 360)
There are several options to look at when troubleshooting key issues.
The account number must match the account number created on the smart devices (keys)
The device must also be active and "Ready" in green. If pending there is an issue and the Mosino team team must be advised.
The key should also have the correct room/unit selected in green to match.
Certain issues might also come for the physical Intercom. If the key stays red and does not turn green when scanned it may be because the device is not close enough to the intercom to open the door. If the issue persists the Mosino team must be advised.
In the client 360 verify the account number then click the smart devices tab.
Once here select the corresponding smart key and make sure the account numbers match.
Troubleshooting physical device keys
Common Issues related to Mosino One mobile apps
Door does not react to mobile key
Door buzzes or blinks red light
Keys work in some areas, but not all
Elevator floor not opening (Destination dispatch)
Let's dive into each issue and understand what could be the issue
Door does not reach to mobile key
This issue is generally the most common as it could be due to 2 issues: Key not valid or the mobile app does not have Bluetooth permissions.
First check Client 360 above to make sure the key is created correctly and the status is Ready. This may vary for different access control systems and smart locks.
Second, check the user device for BLE permission
Bluetooth permissions may vary based on iOS and Android and for Android could vary on the version and the make.
For Android, simply check if the Bluetooth or Nearby Devices permissions are granted. This should generally be granted by the user when the app is launched the very first time.
For iOS, the Settings are generally the same. Go to the Settings app and look for Mosino One app and make sure Bluetooth settings are enabled.
Door buzzes or blinks red light
This may vary based on each access control and smart locks. However, this is generally an indication an issues with the key. If the key wasn't valid for the door, it would not have reacted with any indication. Since the system blinks a red light, it's due to the key being expired or not having access to a specific location. To resolve this issue, check the access level in Client 360. Follow the steps at the top of the page.
Key works in some area or not
This generally is due to the key not having access to specific zone. This could be an expected behaviour as a user may not have access to a specific location. If you believe, the access should've been granted, simply check the access levels in the Client 360.
Elevator floors not opening
If a mobile key should be unlocking specific floors, please ensure the Elevator Access Floor property for a user key is filled with the correct floors. If the value is empty, it may not grant access, even if the access control system (Card Reader) may blink green or grant access.