Troubleshooting Mobile App Access Issues

Troubleshooting steps to assist your customer with Nokē Storage Smart Entry mobile app and other device issues.

Troubleshooting Mobile App Access Issues for Nokē Storage Smart Entry

If a tenant is experiencing problems with the Nokē Storage Smart Entry mobile app, such as being unable to access entry/exit points or open their unit, follow these troubleshooting steps in order. After each step, check if the issue has been resolved.

1. Verify Smartphone Compatibility

Ensure the tenant’s smartphone meets the minimum system requirements for the Nokē Storage Smart Entry mobile app:

• iOS (Apple): iPhone 5S or newer models, running iOS 12.0 or higher.
• Android: Android Galaxy S6 or newer models, running Android 6.0 or higher.

If the smartphone is not compatible, the tenant will need to use a compatible device.

2. Enable Location and Bluetooth

For Android users:

• Location Services: Verify that Location Services are turned on. This can be done by navigating to Settings > Connections > Location.
• App Location Permissions: Ensure that location permissions are granted to the Nokē Storage Smart Entry app. Go to Applications > Nokē Storage Smart Entry mobile app > Permissions, and ensure location access is enabled.

For Bluetooth:

• Bluetooth: Ensure that Bluetooth is enabled on the smartphone. The app requires Bluetooth to communicate with entry points and the unit. If Bluetooth is turned off, the tenant will receive a pop-up notification asking to enable it.

3. Restart the Mobile App

• Close and Re-open: Have the tenant fully close the Nokē Storage Smart Entry app and re-open it. This can help resolve minor app glitches.
• Turn Bluetooth Off/On: In some cases, turning Bluetooth off and then back on can help resolve connection issues.

4. Power Cycle the Smartphone

Ask the tenant to power cycle their smartphone by turning it off, waiting a few seconds, and then turning it back on. This can help resolve any temporary device-related issues that might be causing access problems.

5. Check for Latest App Version

• App Version: Verify that the tenant is using the latest version of the Nokē Storage Smart Entry app. To check the app version, go to Settings > About within the app. Compare the version number with the latest version available in the App Store (for iPhone) or Google Play Store (for Android).
• If the app is outdated, ask the tenant to update the app to the latest version.

6. Try a Different Device

If the problem persists, have the tenant download the Nokē Storage Smart Entry app on a different smartphone or tablet (Bluetooth-enabled) and log in using the same account credentials. This can help determine whether the issue is specific to the original device.

7. Verify Network Connection

Ensure the tenant’s device has an active cellular or Wi-Fi connection. The mobile app requires an internet connection to receive digital key credentials.

• Refresh Digital Keys: Have the tenant tap the Refresh icon (located in the middle-right portion of the app’s Home screen) to manually refresh the credentials.

8. Confirm Unit Assignment

• Unit Icon Not Displayed: If the unit icon is missing from the mobile app, it’s important to verify that the tenant is assigned to the unit. This can be checked in the Nokē Storage Smart Entry Web Portal.

• If the tenant is not assigned to the unit, navigate to the Nokē Web Portal, and click the ‘Update Customer Data’ button on the Navigation menu to update the tenant’s unit assignment.

9. Contact Support

If these steps do not resolve the issue, please contact Nokē Support for further assistance:

• Phone Support: Call 833- 257- 0240.
• Email Support: Reach out via smartentrysupport@janusintl.com

Make sure to provide the following details when contacting support:

• The tenant’s name and contact information.
• The specific issue they are experiencing (e.g., unable to access entry, open unit).
• Steps already taken for troubleshooting.

By following these steps, most mobile app access issues can be resolved. If the problem persists, support can assist in identifying and fixing the issue.

For more information, click below: