Disconnections
There are several reasons why the LivionKey20 can be disconnected. Typically, the disconnections are coming from the mobile network, and it's normal for there to be short disconnections from time to time.
Important: LivionKey20 is designed to work online. The device needs access to iLOQ servers in order to prepare the iLOQ S5 key programming packages. If the device is offline when a user enters a pincode, the pincode will be valid, but the device will not be able to program the iLOQ S5 key.
Tip: If there are a lot of disconnections all the time, it might be that the signal quality of the mobile network for the device in the location is bad. In such a case, it's recommended that LivionKey20 should be configured to use wi-fi or LAN 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 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:
The network name and password are correct.
Check that the wi-fi network is available and you can access the internet through it (e.g., by connecting the network with your phone).
If needed, restart the wi-fi router.
If your device is connected to a LAN network by Ethernet cable, check the following:
Check that the cable is connected properly.
Ensure that you can access the internet through LAN (e.g., by connecting the laptop to the LAN).
If needed, restart the 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 the device responds to button presses, move to Step 3.
If the LED in the front panel is off and the device doesn't react to button presses, check that the power supply is connected to the socket and cables are properly connected. Check that there's electricity in the socket (fuse isn't blown).
If the powering is ok but the device is still off, move to Step 3.
Note: When the power supply is connected to a device that has an empty battery, the device 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 the device using the power switch
Take the device off the wall bracket:
Open the lock located on the left side at the bottom of the device with an iLOQ S5 key programmed accordingly.
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.
Restart the device by pressing the power switch. The power switch is located behind the device at the top right corner. When you restart the device again, it may take several minutes before it establishes the connection to the 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 for the battery to run out. This takes 3-6 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 the 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
Remember:
For further information and guides on using Livion products, refer to our help center or contact our support team.