LockVue Mobile App - Troubleshooting

If you're having difficulty with using the LockVue mobile app or unlocking a smart lock there's a few things that you can do:

• Check that you're running the latest version of the LockVue app via your respective app store
• Check that you've allowed all the required permissions for the app to function correctly

Error Invalid Login:   

Means that either the email address or password you have entered is incorrect. Check that your email address in your permission is the same used to login to your app login. If you have forgotten your password create another.

Error 400:

Means that either the email address or password you have entered is incorrect. Check that your email address in your permission is the same used to login to your app login. If you have forgotten your password create another.

Error 403: 

Means that you have not verified the email sent to you, when you registered your LockVue account. Open your email and select the link to verify your app registration. If you cannot find the message check in your Spam, Junk or Promotions.

• For lock types that require waking up, make sure the lock is awake otherwise it wont show in the "Find & Unlock" screen
• Force close and then restart the LockVue app
• Uninstall and Reinstall the LockVue app
• Cycle Bluetooth Off and then On
• Disconnect from any other Bluetooth devices such as headsets or in-car handsfree systems

Online Areas Only:

• Uninstalling the LockVue mobile app
• Switching off Bluetooth on your device
• For iOS do this via device settings not control centre
  
• Restarting/Power-cycling your device
• Switching on Bluetooth on your device
• Installing the LockVue mobile app

Offline Areas:

• Force closing the LockVue app
• Switching off Bluetooth on your device
• For iOS do this via device settings not control centre
• Navigate to relevant LockVue App settings area
• Toggle Bluetooth permission off then on
• Restart/Power-cycle your device
• Switch on Bluetooth and then launch LockVue

If your mobile phone coverage or Wi-Fi connection is poor, then consider switching to offline mode as this can lead to difficulties with logging in and unlock.

The LockVue app can detect these situations automatically and, if it does, will prompt you to switch to off line mode.

You can do this manually by disabling mobile data and Wi-Fi from your phone's settings menu. Please see the article for further information. Using the LockVue mobile app - Offline Mode

Error: Something went wrong

This error most commonly affects iOS device where the lock shows up as expected in Find & unlock but when you tap on the lock to to open it you get a "Something went wrong" error.

It can be a login session issue. Try to logout via LockVue's settings menu, and then log back in and try again.

There's two other common reasons.

• Device authorisation failed. This most often affects new installs or migrations to new devices and means that your phone cannot
  properly decrypt the secure packets sent by LockVue servers. Please try uninstalling and reinstalling the LockVue app and ensure that you allow notifications access as we use that notification as part of the device authorisation process.

• Your device's Bluetooth system has crashed or hung and the LockVue app can't interact with it. Please disable Bluetooth via Settings (not control centre), restart your phone, enable Bluetooth via Settings and try the LockVue app again.

Error: 133 - Lock not Connected

Means that your smart lock could not be connected to via Bluetooth. Sometimes its because the lock may have gone into a sleep state (eg Ultra Padlock) so just needs to be woken up and tried again. Make sure to initiate unlock with 30 seconds of waking the lock.

Sometimes, it is a Bluetooth error. Please close the LockVue app and toggle Bluetooth off then on via your device's Settings menu.

Error Message:  “Please login in an Online area before continuing”

Means that your app has timed out and your permissions need to be updated by simply opening the app, Online in cellular internet coverage. Offline mode is only available for 9 days since last Online login date.

Suggest open your app Online weekly to ensure you always have the latest lock permissions and before going to an Offline site.

Error Message: you do not have access to any locks contact the administrator

Means the company administrator is yet to grant you a lock permission or your permission may have expired or been revoked. Contact the company administrator who issues lock permissions.

Error:  App won't connect to the smart lock

• Fix 1 - Close your app, place your mobile phone into flight mode, make sure Bluetooth is turned on and try again
• Fix 2 - Close your app, shutdown your mobile, startup mobile and open app and try again
• Fix 3 - Go to an online coverage site and update LockVue app version, restart your phone and try again
• Fix 4 - Get in touch with the company administrator for assistance

Error: Battery has been exhausted

Fix by holding a 9v battery on the two stubs on the base of the Noke HD Padlock. Then activate the locks and open.