Troubleshooting Tools

Troubleshooting Tools

Connection Problems

Connection Diagnostics

When experiencing connection issues:

1. Verify network status indicators
2. Confirm user code accuracy
3. Check dial-in authorization
4. Test unit power status
5. Contact the installation company

"Cannot Connect to Unit"

This is the most common issue. Check these items in order:

1. Unit Power

   • ✅ Confirm unit is powered on
   • ✅ Check for power LED indicator
   • ✅ Verify backup battery status

2. Network Connection

   • ✅ Green network light on unit
   • ✅ Test internet connectivity
   • ✅ Check cellular signal (if applicable)

3. User Code

   • ✅ Confirm 4-digit code is correct
   • ✅ Try code on physical keypad
   • ✅ Check with installer if needed
   • ✅ Ensure code has app permissions

4. App Settings

   • ✅ Dial-In is enabled
   • ✅ Unit ID is correct
   • ✅ Latest app version installed
   • ✅ Phone has internet access

"Connection Timeout"

Solutions:

• Wait 30 seconds and retry
• Force close and reopen app
• Check internet speed
• Try on WiFi instead of cellular
• Contact installer for unit reset

"Authorization Required"

What it means:

• Waiting for master user approval
• Device not yet authorized
• Previous authorization revoked

Solutions:

• Contact a master user
• Check authorization status
• Verify request was sent
• Re-add device if needed

Account Issues

"Invalid Credentials"

Check:

• Username spelling (case-sensitive)
• Password accuracy
• Caps lock isn't on
• Using correct account

"Account Locked"

Caused by:

• Multiple failed login attempts
• Security protection activated

Solution:

• Wait 15 minutes
• Use password reset
• Contact support if persistent

"Duplicate Device" Error

Meaning:

• Device already on your account
• Check device list carefully

Fix:

• Pull down to refresh home screen
• Remove and re-add if needed

Multi-User Issues

"Cannot Remove User"

• Only master users can remove others
• Cannot remove other masters
• Cannot remove yourself

"User Limit Reached"

• Maximum users per device reached
• Remove inactive users
• Contact installer for limit increase

Reset Options

• Clear application cache
• Reset notification preferences
• Re-synchronize device data
• Remove and re-add devices

Debug Mode (Advanced Users)

For detailed diagnostic information:

1. Reproduce the issue
2. Open Menu.
3. Tap your name five times.
4. Logs options appears on the menu.
5. Share logs with support team

Remember: With great power comes great responsibility. Use advanced features wisely, and when in doubt, consult the documentation or contact support.