Disconnections
There are several reasons why the LivionKey30 or LivionKey30 Outdoor can be disconnected. Typically the disconnections are coming from the mobile network and it's normal that there might be short disconnections every now and then.
Note 1!
Short disconnections are not usually critical. All the created contracts (pin-codes) are always stored locally to device and the pin-codes work although device doesn't have internet connection at a time when the code is entered. Accordingly, if device is disconnected when the contract is created, it will be automatically saved to device once it connects again the system.
Note 2!
If there are a lot of disconnections all the time, it might be that signal quality of the mobile network for the device in the location is bad. In such case, it's recommended that LivionKey30 / LivionKey30 Outdoor should be configured to use wi-fi for the internet connection. Alternatively, there's a possibility to connect LivionKey30 to LAN (recommended only in special cases).
What to do?
If you're facing a disconnection, refresh the webpage from the browser to ensure you the current connection status of the device is shown. If the disconnection continues for an unusually long time, go through the following steps.
Step 1: Check the internet connection if you use wi-fi or LAN
If your device is configured to wi-fi for internet connection, check the following:
Network name and password are correct.
Check that the wi-fi network is available and you can access internet through it (e.g. by connecting the network with phone).
If needed, restart the wi-fi router.
If your device is connected to LAN network by ethernet cable, check the following:
Check that cable is connected properly.
Ensure that you can access internet through LAN (e.g. by connecting laptop to LAN).
If needed, restart network switch/router.
If the network connection is ok, move to Step 2.
Step 2: Check the power supply
Visit the device and check if the device is powered on:
If the led in the front panel is on and device responds to button presses, move to Step 3.
If the led in the front panel is off and device doesn't react to button presses, check that the power supply is connected to socket and cables are properly connected. Check that there's electric in the socket (fuse isn't fired).
If the powering is ok but device is still off, move to Step 3.
Note!
When the power supply is connected to device, it will start automatically. The front led goes on in 10 seconds and the start-up is finished approximately in 1,5 minutes.
Step 3: Restart device using the power switch
LivionKey30:
Take the device off from the wall bracket:
Open the lock located in the right-side in the bottom of the device with the key which was delivered together with device.
Lift the device carefully and take it out from the wall bracket. Pay attention to the power cable so that it will not be damaged.
LivionKey30 Outdoor:
Take the device out from the outdoor enclosure. Instructions how to do it can be found here:
Version 1:
Version 2/3:
Restart the device by power switch. The power switch is located on the circuit board and you can reach it from the back side of the device. When you restart device again, it may few several minutes before it establishes the connection to system and comes online.
Note!
If you cannot restart the device using the power switch, you can restart it by disconnecting the power supply and waiting that battery runs out. This takes time 5-10 hours depending on the usage and battery charge status.
If the restart using the power switch doesn't help, move to Step 4.
Step 4: Contact
If you have followed carefully the steps 1 - 3 and there's no malfunction in the mobile network, contact technical support with following information:
Device ID or name
If the device is totally off or if it's working but it's disconnected
The time when the problem started
Note!
If the device is on, you can open lockers with backup codes if you don't have valid pin-codes. More info on backup codes can be found from the article LivionKey Dashboard: Backup codes.
If device isn't working at all and you need to get the keys out from the device, the key drum needs to be removed. Instructions how to remove key drum is found from the article LivionKey30: How to remove the key drum.
Remember:
For further information and guides on using Livion products, refer to our help center or contact our support team. Ensure you have the correct credentials provided by your administrator.