Once you've had a chance to look into our Kisi support articles and you're continuing to experience issues, adding the Optix team to your Kisi dashboard as an 'Observer' will give our team the visibility on your settings and the event logs for an in-depth investigation. Click here to learn more about the 'Observer' role.
Note: The 'Observer' role will not be able to make any changes to your configurations in the dashboard. We will only have visibility on your Kisi settings.
To add the Optix team as an observer:
Click Users from the left-hand menu
Click Add Users
Add a new user using our email, firstname.lastname@example.org
Click on Access Rights from the left-hand menu
Select the Organization
Click Share Access
Enter our email address in the 'Search User' box
Select the 'Observer' role and click Assign
Once you've successfully added the Optix team to your Kisi dashboard, reach out to email@example.com, with the following information. The more information you are able to share, the better our team will be able to support you.
The name of the user(s) who is experiencing the issue with unlocking your doors
The date and time when the issue happened
If there were configuration changes to the Kisi mapping between Optix and Kisi (what and when)
If there were configuration changes on the Kisi dashboard, such as lock/user group configuration (what and when)
Screenshots are always helpful for our team to troubleshoot the issue!
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