Troubleshooting with digital key

There are some cases where we received general complains about the digital key not working for a user. It is a big topic because there are multiple factors could make this happen, this article will dive into most common reasons.

1. Check if the user was using digital key in the correct way.

For cylinder, escutcheon and wall reader with near detection mode on, the locks need to be tapped by the phone, this video demonstrates the current way of using digital key: Youtube video

The lock's LED will flash orange when the phone tapped on the lock with digital key active, then the lock will flash green (access is granted) or red (access is rejected)

If the lock did not flash orange, then could be the problem of the lock, especially the lock firmware.

2. Check if the KS mobile app is up to date, or 3rd party app uses ClaySDK if using the latest version of ClaySDK

The link for the latest Salto KS app for iOS: https://apps.apple.com/us/app/salto-ks/id620313998

The link for the latest Salto KS app for android devices: https://play.google.com/store/apps/details?id=nl.moboa.myclay&hl=en_US&gl=US

3. Check if the problem is caused by an account, a specific mobile device

There are few cases the problem is caused by the bluetooth chip from the mobile device. Please try the following steps to check if this is the case here:

1. Ask the user to login with another KS account which could open this lock, then try to open the same lock

2. Find a phone which has a working KS digital key, then login with this account, then try to open the same lock

If other phone is able to open the lock with the same user account, then the problem is with this mobile device.

If other phone which had a working digital key, cannot open the lock with the same user account, then the problem is with the user account's permission

4. Check if the problem is caused by a specific lock

There are certain lock firmware which have problems in supporting KS digital key, they need to be updated with the latest lock firmware. It can be updated through a device called PPD onsite, and SaltoKS certified installer should have the device and able to find the latest lock firmware for the updating.

5. Check if the digital key is synced for the IQ where the lock was attached.

When a new digital key is being created by a user, the digital key will be synced to relevant IQ, but the new digital key will fail to reach the IQ if the IQ was offline in the given time, the possibility is small. Salto support user can  find the IQ in Larry support, then press sync digital key to force the IQ to get the latest digital keys.

6. IQ1 and IQ2 with early firmware version does not support digital key