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 hasn't been synced to the device memory yet
Mechanical issue with the device's keypad
Please follow the steps to identify the issue.
Step 1: Check the Event history -view what pin-code has been entered
Event history view (Next-Generation App, LivionKey Register):
Step 2: If the event details say "Code fail"
"Code fail" means that the entered code doesn't exist on the device. The user either entered the incorrect code by mistake, or the particular contract isn't synced to the device's memory.
If needed, create the contract manually or synchronize it from the external system through API (if in use).
Step 3: If the event details say "Code entered too early"
If the event details say "Code entered too early", it means the contract exists in the device's memory, but it's not started yet. The code cannot be entered until the contract starting time.
Step 4: If the event details say "Code success"
If the event details say "Code success", it means the contract exists in the device's memory.
Please restart the device remotely.
Step 5: If the entered PIN code isn't seen in the logs
Please check the connection status of the device.
If the device is disconnected, study and follow the steps from the article https://support.livionkey.com/en/articles/378809-livionkey20-disconnection
If the 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 with the keypad.
Step 6: Contact
If you have followed carefully the steps 1 - 5 and the problem isn't solved, contact technical support with the 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.