# Troubleshooting Tools

### Troubleshooting Tools

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### 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

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### 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

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#### 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.