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Why aren't my Users able to tap into the space or door?
Why aren't my Users able to tap into the space or door?

As an admin, learn how to troubleshoot issues or errors when a User tries to tap into your space using the white-labelled app

Kelly Yoon avatar
Written by Kelly Yoon
Updated over a week ago

Before diving further into any issues you are experiencing with the tap to unlock option, ensure that your Users have followed all requirements outlined in this article for the Optix and Kisi integration

If your Users are having difficulties gaining access to your space or door via the tap-to-unlock option start by:

  1. Reviewing our troubleshooting guide and the possible instances why your User may be experiencing difficulty

  2. Confirming your Kisi event log has not logged any issues

  3. The token is generated by your Kisi Owner Account. Then use the token to connect Optix and Kisi

If your Users are having difficulties gaining access to your space or door via the unlock door button option start by:

  1. The locks and the user groups have “Kisi Reader Restriction” disabled

  2. “Primary Device Restriction” is disabled

  3. “Allow App Access” is enabled

  4. “Geofence Restriction” may potentially cause issues if the User’s device cannot determine its GPS coordinates

If your User is still experiencing issues accessing your space, it's likely due to the User's mobile device not interacting with the Kisi Reader. In this case, check the following mobile device settings/permissions:

iOS

1. Ensure that the Kisi app is uninstalled

If the User has the Kisi app, it may interfere with the Tap-to-Unlock feature integrated with your White Label App.

2. Interacting with a Kisi Reader

Ask the User to open the White Label App and tap their device to a Kisi Reader. Does the lock react to the tapping? (Green/Red)

  • If the light is Green, this indicates that the integration is working properly

  • If the light is Red, try tapping again. The app will automatically fetch the latest credentials.

  • If the light continues to show Red after a couple of attempts, it's likely there is a configuration issue with the Kisi Lock or the User’s Kisi Access permission (ie. mapping). In this case, continue troubleshooting the issue by taking a look at the other iOS settings/permissions listed below.

  • If all the configurations in the User's phone are correct, try opening another lock. If the other locks show no error, it may indicate there is an error in your Kisi <> Optix mapping.

3. Enable Bluetooth

The tap-to-unlock option requires Bluetooth to be enabled on the mobile device

  1. Open Settings

  2. Ensure that the toggle next to Bluetooth is enabled

4. Grant Bluetooth Permission

To use Bluetooth, your User's app must have permission to use Bluetooth on your device.

  1. Open the app

  2. Click on the More tab on the bottom right corner of the home screen

  3. Click on Settings

  4. If you find “Enable Bluetooth access” in the list of settings, it means the app doesn’t currently have permission to use Bluetooth

  5. Enable the toggle and the app will either prompt your User for permission or provide instructions to enable the permission through iOS’s setting app

5. Enable Location Service

This setting is required if Reader Restriction is enabled on the Kisi Reader. If Reader Restriction is disabled, Location Service is optional, however, it will improve Kisi's performance. Click here to learn how to enable the location service on your User's mobile device.

6. Grant Location Service Permission (optional)

To use Location Service, the app must also have permission to use Location Service on your device.

  1. Open the app

  2. Click on the More tab on the bottom right corner of the home screen

  3. Click on Settings

  4. If you find “Enable location access” in the list of settings, it means the app doesn’t currently have permission to use Location Service

  5. Enable the toggle and the app will either prompt your User for permission or provide instructions to enable the permission through iOS’s setting app

  6. Please ensure the permission given is “Always Allowed”

Android

Ensure that the Kisi app is uninstalled

If the User has the Kisi app, it may interfere with the Tap-to-Unlock feature integrated with your White Label App.

Interacting with a Kisi Reader

Ask the User to open the White Label App and tap their device to a Kisi Reader. Does the lock react to the tapping? (Green/Red)

  • If the light is Green, this indicates that the integration is working properly

  • If the light is Red, try tapping again. The app will automatically fetch the latest credentials.

  • If the light continues to show Red after a couple of attempts, it's likely there is a configuration issue with the Kisi Lock or the User’s Kisi Access permission (ie. mapping). In this case, continue troubleshooting the issue by taking a look at the other Android settings/permissions listed below.

  • If all the configurations in the User's phone are correct, try opening another lock. If the other locks show no error, it may indicate there is an error in your Kisi <> Optix mapping.

Enable NFC

The tap-to-unlock uses NFC technology on Android devices

  1. Open Settings on your device

  2. Search for NFC in the search box

  3. Ensure NFC is enabled

Enable Bluetooth

Bluetooth is required if the Kisi Reader has Reader Restrictions enabled.

  1. Open Settings on your device

  2. Search for Bluetooth in the search box

  3. Ensure Bluetooth is enabled

Grant Location Service

Location Service is required if your Kisi Reader has Reader Restrictions enabled. Click here to learn how to enable the location service on your User's mobile device.

Note: Reader Restrictions may not be fully compatible with your White Label App. For further assistance, please contact support@optixapp.com.

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