Walmart: Installation Day Troubleshooting FAQs

Confirm the associate is Clocked In (if they are hourly)

Confirm they have a Wi-Fi Signal

• Walmart's Wi-Fi network is 'SwimUpStream' and the password is 'onboarding'

Confirm the LIVE Access App Was Downloaded from the Correct Location.

• See table below for download paths by device type:

Note: If the user downloaded the LIVE Access App from their phone's personal Apple App Store or Google Play store it will not work! If someone does this, it's usually because their phone is NOT registered correctly for BYOD

Important: Just because the user has the Me@Walmart app on their phone does NOT mean they have BYOD. In order to download the LIVE Access app and work our digital locks their phone must be fully registered by following Walmart's BYOD instructions linked here

Confirm the Customer ID states ‘Walmart1962’

Confirm Tunnel shows 'Connected' or 'Connection Available.' If not see troubleshooting steps in Q1

If ALL the above requirements are met but the user still cannot log in, have an Admin like the AP Coach log into the LIVE Access Web Portal with their SSO Credentials and search for the user's name

If you search the users name and cannot find it, it means the user does NOT exist and you must add  them by following the video instructions below:

If the user does exist confirm his/her information is correct. 

Important: the Employee ID field is NOT The Associate's WIN Number, it is their 7 digit User ID.

Once you have created the user or confirmed their info is correct, hit save and have the associate reattempt login

If user still can't login have the user power his/her phone on and off and reattempt

If none of the above provided a solution, then the device is likely the problem and you must contact Walmart's IT Department

If the device shows 0 in range like the image below, give the phone a few seconds to pick up surrounding locks. If nothing changes, it's a sign that the Phones Bluetooth/NFC are not on

When associates first download the LIVE Access App it will prompt the user to enable Bluetooth and NFC. Both are required for operation.

0 in range shows that one or both of these is off. Go into their phone settings and make sure both are toggled to on.

Note: if you are having trouble finding the Bluetooth/NFC settings uninstall and reinstall the app and follow the prompts to turn them on. 

A successful interaction involves three moves: Touch, Tap, and Hold.

First the associate must touch the yellow circle activating the phone's near filed technology. Once the yellow circle is touched, the language will change prompting the associate to tap the lock (see images below)

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Specifically, associates will need to tap the phone's NFC chip to the lock's circular head and hold it there until they feel a vibration and the yellow circle changes to green. Once Green, they will have 4 seconds to open the lock.

The location of each phone's NFC chip varies by device:

1. XCover: The NFC chip is usually located in the small square on the back of the phone
2. BYOD iPhones: the NFC chip is near the top of the phone
3. BYOD Android and Samsung devices: the NFC chip is usually on the back of the phone just above or just below the center.

Ask your associate what device they have and use these cues to help them find the phone’s 'NFC sweet spot.'

The phone will vibrate when the NFC is activated. The location of the phone’s NFC chip will never change, so once they find it, they will always tap and hold that portion of the phone to the lock’s circular head.

Need more help? Watch the videos below to see how to perform an unlock interaction on each type of device.

XCover Unlock Sequence and NFC Location

BYOD iOS Unlock Sequence and NFC

Our installers will Name all digital locks according to their Aisle-Mod location and zone them according to Walmart's Tier 1,2, and 3 department guidelines shown in the table below.

If an associate receives a 'Not Authorized' message it means they do not have access to that lock's assigned Tier

All associates from hourly to salary are automatically granted Tier 1 access.

To add Tier 2 and 3 permissions follow the steps below:

• Have an Admin (like an APOC) log into the LIVE Access Admin Web portal with his/her SSO Credentials
• Select 'User' from the toolbar on the left
• Search for the associates name. Click it
• A pop-up window will appear
• Scroll down to 'Available Roles'
• Select the '+' sign next to Tier 2 and/or Tier 3. 
• Select Save
• The associate will now have access

See video for granting Tier 2/3 access here:

Leverage the back-up OneKEY to open locks. Note: OneKEYs will NOT be able to be checked out until the END of your installation day due to their 6hr charging window. Prioritize getting associates mobile devices up and running first. These OneKEYs should only be used as emergencies by following the steps below

Step 1: Have an Admin like the APOC log into the LIVE Access Web Portal and Generate a Unique User Pin for the person wishing to use a OneKEY. This pin is critical to make sure that the employees activity is tracked and tied to their name in the LIVE Access audit reporting

Step 2: Use the Unique User Pin to Check Out a  OneKEY at the start of a shift. Check In a OneKEY at the end of the shift

Step 3: If a OneKEY Goes missing, follow the steps below to track Down the Missing Keys In LIVE Access

• Log into the LIVE Access Web Portal
• Click Keys on the Left Toolbar
• Select the date range the OneKEY went missing
• Select 'Expired'
• You will see who last checked out the key and can follow up with that individual directly

Step 4: Use the OneKEY to open the Digital Locks

 FYI: OneKEY Colored Light Meanings