Problem:
If an iPhone user experiences an inability to control their lock using the iOS app, it is likely caused by a Bluetooth issue with their iPhone.
Generally speaking, it is always best to be using the latest version of iOS and the latest version of the iOS app from the App Store. https://apps.apple.com/us/app/accessiq/id6677056461 A user who is not currently up-to-date should be encouraged to:
1. Update to the latest version of the app.
2. Update to the latest release of iOS.
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 solution.
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 iPhone is exhibiting Searching… forever or UNKNOWN status and other users’ phones work correctly, follow these steps to troubleshoot a Bluetooth issue with the iPhone:
1. Verify that Bluetooth is enabled:
a. Confirm Bluetooth is On in iOS (via Control Center or Settings/Bluetooth).
b. Confirm Bluetooth is On for the app (via IOS Settings 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 close the app.
b. Turn Bluetooth off for iOS (via Control Center or Settings/Bluetooth).
c. Re-open the app.
d. Turn Bluetooth back On for iOS (via Control Center or Settings/Bluetooth).
e. Try to lock/unlock.
f. If lock/unlock is still not working, continue with Step 3.
3. Power cycle the iPhone 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 iOS. 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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