LIVE Access | Mobile App Troubleshooting

User cannot log in:

1. Does the mobile app have good internet connectivity?

• • Does the mobile device show enough Wi-Fi or Cellular connectivity in the header bar (e.g. 3 or 4 bars)?
  • Using the web browser on the device, can you visit web pages? Do the web pages load quickly?

2. Is the mobile app updated to the latest version?

• • Android: Settings on phone -> App settings -> Apps -> InVue LIVE -> Version. The instructions might be different for different Android phones.

3. Is Android or iOS operating system updated to the latest version?

4. Is the issue seen on all mobile devices, or just this one?

• • If the issue is on all mobile devices, maybe there is a server outage. Contact InVue customer support.
  • If the issue is only on that device:
    • Has this device ever worked in the past?
    • Is this the first time trying this device?
    • Are other people using the same type of device?
    • Maybe the device model isn’t supported.

5. Clear the Cache and stored Data of the App, use below steps:

• • Android: Settings on phone -> App settings -> Apps -> InVue LIVE -> Storage -> clear cache and clear data stored. The instructions might be different for different Android phones.

6. Double-check login credentials and review LIVE Access configuration for user.

User can log in, but not able to operate a lock:

1. Confirm LIVE Access configuration to ensure user has access to the asset.
2. Can the user and device operate other locks? Is this issue isolated to a single lock?
3. Logout of the App, then Clear the Cache and stored Data of the App, use below steps:
   • • Android: Settings on phone -> App settings -> Apps -> InVue LIVE -> Storage -> clear cache and clear data stored. The instructions might be different for different Android phones.