If an Android phone user experiences an inability to control their lock using the Android app, it is
likely caused by a Bluetooth issue with their Android phone.
It is always best to be using the latest version of Android and the latest version
of the Android app from the Play Store https://play.google.com/store/apps/details?id=com.hampton.accessiq. A user who is not currently up-to-date should be encouraged
to:
1. Update to the latest release the app.
2. Update to the latest release of Android.
3. Update the lock firmware if a software update is available.
4. Try the lock/unlock operation again.
5. If the problem persists, continue with the following solutions.
Solution 1:
If tenants and PMs can’t lock/unlock with the mobile app, press one of the numbers on the lock keypad. If the keypad lights up as an “X” and an “uh-oh” beep happens, then the lock has been reset by someone. Refer to the KB article Lock has stopped working for all access types.
Solution 2:
If a tenant’s Android is exhibiting an UNKNOWN status and other users’ phones work correctly, follow these steps to troubleshoot a Bluetooth issue with the phone:
1. Verify that Bluetooth is enabled:
a. Confirm Bluetooth is On in Android (via Quick Setting or Settings/Connections/Bluetooth).
b. Confirm Nearby Devices is set to Allow for the app (via Android Settings /App Settings / App Permissions for the app).
c. If lock/unlock is still not working, continue with Step 2.
2. If Bluetooth is enabled everywhere it should be, and the lock control still does not work, do the following:
a. Force Stop the app.
b. Turn Bluetooth off for Android (via Quick Setting or Settings/Connections/Bluetooth).
c. Re-open the app.
d. Turn Bluetooth on for Android (via Quick Setting or Settings/Connections/Bluetooth).
e. Try to lock/unlock.
f. If lock/unlock is still not working, continue with Step 3.
3. Power cycle the Android phone and try lock/unlock again via the app's lock control. If Step 2 didn’t resolve the issue, doing this should resolve whatever Bluetooth stability issue has happened in Android. If the app is still not working, continue with Step 4.
4. Un-install and re-install the app. Log into the account and try lock/unlock again. If this doesn’t work, there could be a hardware issue with the lock.
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