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:
Problem Installing LockVue mobile app
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 (video):
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 (video):
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 (video):
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.
Problem Running LockVue Mobile App
For lock types that require waking up, make sure the lock is awake. Otherwise, it won't 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 devices where the lock shows up as expected in the Find & Unlock section, 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
Refer to individual product guides for information on battery replacement.
For the Nokē HD Padlock, fix by holding a 9v battery on the two stubs on the base of the lock. Then activate the locks and open.
