Live Lock Enrollment Issues

What is lock enrollment and why is it important?

Lock enrollment refers to the process of enrolling a live lock with the mKey application for optimal performance. When a live lock is properly enrolled with the mKey, it functions at its best potential, offering smooth operation and integration with the app.

What happens if the lock is enrolled with the IR key instead of the mKey?

If a live lock is enrolled using the IR key (instead of the mKey application), the following symptoms may occur:

• The live lock is operational using the IR Key.
• The app displays an error message: “Oops, something went wrong.”

How can I tell if my live lock is enrolled with the IR key instead of the mKey?

You can identify if your live lock is enrolled with the IR key by noticing the following symptoms:

• The mKey application has never worked to open the lock.
• The IR key operates the lock without any issues.
• All users are seeing the error message “Oops, something went wrong” in the app.

How do I fix the issue if my lock is enrolled with the IR key?

If the lock is enrolled with the IR key and you're experiencing the symptoms above, follow these steps to resolve the issue:

1. Ensure you have rights to enroll devices.

   • The user attempting to fix the issue must have permission to enroll devices in the Live Access system.

2. Delete the lock from Live Access.

   • Start by removing the lock from Live Access to reset its enrollment status.

3. Open the Live Access app.

4. Scan the lock using the app.

   • You will likely see the message “device not found.”

5. Enroll the device.

   • After scanning, the app should prompt you with an option to enroll the device. Follow the steps to enroll it properly.

6. Add the device to the correct zone.

   • Once the device is enrolled, open the settings in the Live Access app and assign the lock to the appropriate zone.

What should I do if I still encounter issues after enrolling the lock with the mKey?

If you've followed the steps and are still facing issues, ensure that:

• The lock was properly deleted and re-enrolled.
• The Live Access app is up to date.
• You have the correct permissions to manage devices in the system.
• Contact inVue Tech support if the issue persists for further assistance.

Can I enroll my lock without needing to delete it from Live Access?

No, the lock must be removed from Live Access before it can be re-enrolled properly with the mKey. This ensures that the enrollment process is reset, and the lock is correctly configured.

Still need help?
If you have any other questions or need additional support, please contact InVue Tech Support at