Non-working PIN-codes
There can be several reasons why the entered PIN-code doesn't work:
The contract hasn't started yet or it has already ended
The contract isn't created to the device yet
Connection between main and secondary devices is temporarily dropped
Mechanical issue with keypad
Please follow the following steps to identify the issue.
Step 1: Check from the Logs / Event history -view what pin-code has been entered
Logs -view (First-Generation App, LivionKey Dashboard):
Event history view (Next-Generation App, LivionKey Register):
Step 2: If log says "Code fail"
"Code fail" means that the entered code doesn't exist on device. User either entered incorrect code by mistake or particular contract isn't created to device.
If needed, create the contract manually to the device or synchronize it from the external system through API (if in use).
Step 3: If log says "Code entered too early"
If log says "Code entered too early", it means the contract exists in the device but it's not started yet. The code cannot be entered until the contract starting time.
Step 4: If log says "Code success"
If log says "Code success", it means the contract exists in the device.
Please restart the device remotely. If you have a device group, restart the main device and also secondary devices. After devices are restarted, enter the pin-code again.
Step 5: If the entered pin-code isn't seen in the logs
Please check the connection status of the device.
If device is disconnected, study and follow the steps from the article https://support.livionkey.com/en/articles/284484-livionkey30-livionkey30-outdoor-disconnection.
If device is connected, visit the device and press all the buttons of the keypad. If the presses are not seen in the logs, there might be a mechanical issue in the keypad.
Step 6: Contact
If you have followed carefully the steps 1 - 5 and the problem isn't solved, contact technical support with following information:
Device ID or name
Key, contract and pin-code
Detailed time when the problem occurred
Remember:
For further information and guides on using Livion products, refer to our help center or contact our support team.