Troubleshooting Tools

Troubleshooting Tools 
 
 Connection Problems 
 Connection Diagnostics 
 When experiencing connection issues: 
 
 Verify network status indicators 
 Confirm user code accuracy 
 Check dial-in authorization 
 Test unit power status 
 Contact the installation company 
 
 "Cannot Connect to Unit" 
 This is the most common issue. Check these items in order: 
 
 
 Unit Power 
 
 ✅ Confirm unit is powered on 
 ✅ Check for power LED indicator 
 ✅ Verify backup battery status 
 
 
 
 Network Connection 
 
 ✅ Green network light on unit 
 ✅ Test internet connectivity 
 ✅ Check cellular signal (if applicable) 
 
 
 
 User Code 
 
 ✅ Confirm 4-digit code is correct 
 ✅ Try code on physical keypad 
 ✅ Check with installer if needed 
 ✅ Ensure code has app permissions 
 
 
 
 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: 
 
 Reproduce the issue 
 Open Menu. 
 Tap your name five times. 
 Logs options appears on the menu. 
 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.