If your keys are not working with IR4 and you have LIVE access you may come across this error.
There are a few reasons this may be occurring.
You do not have permission to the lock(s).
Often new locks will be added to your environment and the person who added them may have not put them in the correct location. This is the most common issue that can occur that gives this error.
It could also be that you were asked to work in a section or were stopped by a customer and asked for a product but you were not permitted the zone.
The ONEKey Manager (OKM) is Offline.
This could happen if the OKM was unplugged from power or ethernet, and then a change was made either to your permissions or to the locks in the store. If the change was made in LIVE Access but the OKM was not connected it would not get the download of the update. Then when you check out a key, You will get this message.
The easiest way to tell if your OKM is Offline is to look for an Exclamation Mark in the upper right-hand of the screen. See below.
If you see this you can click on the icon and see the connection screen.
You want to make sure that the below screen has certain details correct.
- Installer Code:
- Make sure that the installer code matches the one for your Store. Your Manager should have this information. If not Contact or Call Tech Support.
- Link:
- This tells you if the OKM is talking on the Internet. If this is saying down it means your Ethernet cable is not working. Could be your internet is out or the port that it is connected is not working.
- OKM IP Address:
- If on DHCP connection this could be blank if your network is not giving it an IP address.
- Manual: This will always show the IP.
- Server:
- In older Versions this used to say AM.
- This is the status of the LIVE Access Server.
- If it says known it means it has reached out to the LIVE Access environment. If Unknown then it may be that the Installer code is not accurate, or that LIVE access is down.
- Last GET
- This tells how long it has been since the OKM has gotten information from the LIVE Access server. If this is blank or it has been a long time it could be that the network is down.
- GET response These are HTTPS codes that tell the OKM if the requests are successful or not.
- If you are seeing anything other than 200 or 204 please reach out to Tech Support.
- 200 OK
- 204 No Content
- 400 Bad Request
- 503 Service Unavailable
- Last POST:
- This is the Last time the OKM was able to send data out to LIVE Access. If the above inforomation is correct this could mean your network is not allowing the OKM to send Audit logs back to LIVE Access.
- POST response:
- If you are seeing anything other than 200, please contact Tech Support.
- 200 OK
- 400 Bad Request
- 503 Service Unavailable
- Audit Records:
- These are the number of Audit records from keys that the OKM has stored that it is trying to send to LIVE Access. If you have a large number of these it could be that the device is not connected.
- Asset Records:
- Number of assets (devices, locks, etc.) stored in OKM
- If this is zero then there may be another issue going on with the OKM See below.
- User Records
- Number of users stored in OKM
Your Audit records are showing up as Zero From the Connection Screen
This may not be easy to see at first but there is a common issue if the above things have been tried and it did not resolve the error.
- If your OKM is online, then you will have to first unplug the Ethernet cable.
- Wait for the OKM to reboot, and then show the exclamation icon.
- Press the icon to go to the connection screen.
- Once there, plug the ethernet cable back in.
- The OKM should begin its connection process.
- Verify if the asset records are populating.
- If they are it is more than likely one of the issues above.
- If not then the fix is below.
Check for a lock with a bad serial number.
- In the LIVE Access web Application, go to your device's menu on the left.
- Check your device's SN. You should see an SN with all letters like "aaaaaaaa"
- If you do not contact tech support.
- If you see this, take note of the lock's name, then delete it from LIVE Access by hovering over the triple dots and selecting delete.
- Now go back to the OKM and check to see if the Asset Records are populating.
- If they do not then unplug the OKM power, wait five seconds, and plug it back in.
- This will reboot the OKM and force a new connection.
- If this does not address the issue then contact Tech Support.
- The lock in question that had a bad SN needs to be replaced.
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