Rev:18.03.25
The article is intended for
- Dealer
- Installer
- End user
The article is intended for cases where individual users experience challenges, when genaeral functionality in the system has otherwise been verified.
App user does not receive a call (single-user)
- Are you logged in to the app?
- Is the app enabled and given sufficient permissions (see section "App not active)
- Is the phone connected to a data network (Wi-Fi / mobile data)?
- Test the app with both Wi-Fi and mobile data. Test only one option at a time to verify any errors.
- Are one or more of the following features active in the app? - Do Not Disturb, Call Forwarding, Scheme.
APP not active
Apps can be listed as not active or not sufficiently enabled in the Cloud.
* Cloud is the online service where the operator can manage the system and its associated rights.
There can be several reasons for this, and here are the most common points to check:
- Has the user actually entered the activation code?
- The user has not used the app for a long time and is therefore logged out of the phone's operating system (system function of both Apple and Android). Solution – Log in to the app again
- The customer has not logged in after changing phones. Solution – Log in to the app again
- The customer has not provided sufficient permissions for the app to function optimally. Details for setting up the various rights can be found here: Mobile apps
Tip: If you can't figure out the permissions, a solution may be to uninstall the app and download it again. Now you will get the questions and guidance about permissions again.
The app will not ask for permissions beyond what is absolutely necessary for normal functionality.
Activation codes not received
- Remember to check your spam filter as well.
- With some e-mail providers (f.ex. Telenor/Online.no), you may have to log in to web-mail, as mail can be stopped for forwarding to the computer's/mobile's mail program.
- Depending on which accesses you are set up with in the system, you may experience receiving codes for both mobile key (eKey) and intercom (intercom). If you are to have both accesses, both codes must also be activated.
Activation code does not work
- The activation codes are only valid for a short period of time from the time they are sent out.
- Activation codes can only be used once
- The activations are associated with the user account. It is not necessary to reactivate the app even if you are logged out, deleted the app or have changed phones.