Disconnections
There are several reasons why the LivionKeyOne 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 LivionKeyOne should be configured to use wi-fi for the internet connection.
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 unusual long time, go through the following steps.
Step 1: Check the internet connection if you use wi-fi
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 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.
Step 3: Restart the device by disconnecting the power supply
Restart the device by disconnecting the power supply from the socket.
If the restart by unplugging the power supply doesn't help, move to Step 4.
Note!
The restart takes time approximately 1,5 minutes. Please note that it may take several minutes before the establishes the connection to backend system.
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 locker 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.
Remember:
For further information and guides on using Livion products, refer to our help center or contact our support team.