Android Troubleshooting for Common Issues

Issues with Updating/Installing the app through the Play Store??

Please see the section below titled “Trouble installing the app” or check out this video: https://youtu.be/Fg3VUs3w6m0

Android 12 User Not Getting Green Keys?

Verify Required Settings/Permissions

Phones updated from OS11 to OS12 were directly impacted

Gray Keys / Gray Open Button

  1. Please verify that Bluetooth is turned on. You can do this by either swiping down from the top to see the shortcut options or you can go into settings and verify it is on.

    Bluetooth needs to be enabled for the phone



  2. The VIZpin SMART app needs to be granted “Allow all the time” permission to both Location and Nearby devices. This can be done by going into Settings > Apps > VIZpin SMART > Permissions and checking the settings.

If you’d prefer to see this information in a video, please check out our brief Youtube video https://www.youtube.com/watch?v=g0I44WAj_uE&t=5s

 

You will see a gray “Open” button if the reader you’re trying to access has a first-in schedule set and the door is currently unlocked. If the door is unlocked, tap on the “+info” part of the key to get to the info screen. If you see a red “Lock” button instead of a green “Open” button, the door is already unlocked.

Screenshot showing Lock button because the door is currently unlocked and in first-in mode
Lock button displaying because lock is open and inside of a first-in schedule

 

While it can vary some, you will need to be within 5-15 feet of the device to be able to communicate with it.

If you have checked the other potential causes of gray keys and still have issues, please check with your building manager. If multiple people are all having trouble, the device itself may need to be reset.

If you have gone through the steps above and continue to experience issues, please try the following steps:

  1. Force close the “VIZpin SMART” app out of your phone’s memory. Reopen the app and see if your keys turn green.

  2. Toggle bluetooth off and on for your phone.

  3. Please reboot your phone and try again.

  4. Please uninstall/reinstall the app. If you do not remember your app password, you can reset it from the sign in page of the app. Please note you will need to verify your phone via SMS code to complete login.

  5. If all else fails, please email support@vizpin.com and provide us with your name, your cellphone number and a brief description of the problem. The first thing support will do is confirm you’ve tried the steps above, but can provide additional troubleshooting if these steps do not fix the issue.

No Keys / Keys Missing

If you are a new user and not seeing your keys, you can request access again from your building manager. This can be done by tapping on the gear icon in the upper left corner of the app and entering the six character code given to you from your building manager. The code should be entered in the “Location ID” box and is formatted with 3 characters, a hyphen and then 3 more characters (ex. XXX-XXX) and then tapping “Request Access”. The manager will be notified via email of your request and the keys will show up in your app as soon as access is granted.

Requesting access if you’re a new user

 

A common cause of “missing” or “disappearing” keys has to do with mistakenly turning on Favorites. if the Star is showing a solid teal color, please tap on it to turn off favorites and your keys should return.

If the Star is solid teal, please tap on it to turn favorites off and see all of your keys again

 

If you have gone through the steps above and continue to experience issues, please try the following steps:

  1. Force close the “VIZpin SMART” app out of your phone’s memory. Reopen the app and see if your keys turn green.

  2. Toggle bluetooth off and then back on for you phone.

  3. Please reboot your phone and try again.

  4. Please uninstall/reinstall the app. If you do not remember your app password, you can reset it from the sign in page of the app. Please note you will need to verify your phone via SMS code to complete login.

  5. If all else fails, please email support@vizpin.com and provide us with your name, your cellphone number and a brief description of the problem. The first thing support will do is confirm you’ve tried the steps above, but can provide additional troubleshooting if these steps do not fix the issue.

Yellow keys

If you are seeing yellow key or keys, that means that you have scheduled access and you are currently outside of that schedule. They key and the open button will turn green when you are within to a reader you have access to use AND it is within your assigned schedule.

Red keys (expired)

Most VIZpin smartkeys need to be updated If it has been more than 4 hours since they were last used. Red icons indicate that the ones in your app are expired.  Confirm that you have a valid connection to the internet and then swipe down to refresh your smartkeys or you can force close and re-open the app.

 

If there is a time mismatch, valid smartkeys can also show as expired.  Please check your phone settings and ensure "Automatic date and time" is enabled.  Sometimes even if the time that is manually set and less than a minute or two off, there can be issues communicating with our server.

 

If you have gone through the steps above and continue to experience issues, please try the following steps:

  1. Force close the “VIZpin SMART” app out of your phone’s memory. Reopen the app and see if your keys turn green.

  2. Toggle bluetooth off and then back on your phone.

  3. Please reboot your phone and try again.

  4. Please uninstall/reinstall the app. If you do not remember your app password, you can reset it from the sign in page of the app. Please note you will need to verify your phone via SMS code to complete login.

  5. If all else fails, please email support@vizpin.com and provide us with your name, your cellphone number and a brief description of the problem. The first thing support will do is confirm you’ve tried the steps above, but can provide additional troubleshooting if these steps do not fix the issue.

Trouble installing the app

If you are having trouble downloading and installing the app, please review the following suggestions from Google. https://support.google.com/googleplay/answer/7513003?hl=en

We have found that all reported issues of installation trouble was resolved by performing the following steps:

  1. Verify that there is enough free space on your phone.

  2. Force close and relaunch the Play Store app and try again.

  3. Clear the cache and data for the Play Store.

    1. Open up Settings on your device.

    2. Tap Apps & notifications and then See all apps.

    3. Scroll down and tap Google Play Store.

    4. Tap Storage and then Clear Cache.

    5. Next, tap Clear data.

    6. Re-open the Play Store & try your download again.

  4. Restart your device and try again.

 

If the steps above do not work for you, please perform the following steps:

  1. Open your Phone settings

  2. Tap Apps

  3. Scroll down and tap on Google Play Store

  4. Tap the 3 vertical dots in the upper right hand corner of the screen and select “uninstall updates” and “ok”

  5. Relaunch Google Play Store, search for VIZpin Smart and download again.

Your Play Store app will update to the current version almost immediately, so you will not be missing any security fixes, etc. to that app.

 

If all else fails, we can provide you the APK file to side load. We only suggest this if there is no other option, but it is a possibility. Please contact support at support@vizpin.com for assistance.

When restoring from a prior phone or prior backup, it’s possible that there is information or data that has been cached and is no longer good. Please verify that the app is fully uninstalled, clear the Play Store app cache and then try to reinstall.

 

To clear the cache for the App Store, do the following:

  1. Force close the Play Store app.

  2. Open up Settings on your device.

  3. Tap Apps & notifications and then See all apps.

  4. Scroll down and tap Google Play Store.

  5. Tap Storage and then Clear Cache.

  6. Next, tap Clear data.

  7. Re-open the Play Store & try your download again.

 

Launching app just shows a blank white screen

A very small number of users have been met with a blank white screen when launching our app.

To resolve this, please tap the back arrow then tap on VIZpin SMART app again to see your keys.

Not receiving your SMS code

If you’re not receiving your SMS code, there are a few different options for you.

New Users:
You will need to verify your phone number via SMS code in order to complete your new user registration. If you are having this issue, please email support@vizpin.com and provide your name and phone number. We can provide that code for you to complete the process, but we will need to contact you through your phone number.

Existing Users:
You will be prompted to verify your phone via SMS code under a few different situations like a change to hardware logging into your account, resetting your password, or after an uninstall and reinstall. If you are not receiving your code, you can reach out to support@vizpin.com to provide your phone number. In some cases, your manager may be able to confirm you through the portal by following these steps: https://www.youtube.com/embed/4-stirg-G8o The user will have to know his/her password for this to be an option.

General steps to take if things aren’t working properly

If you have gone through the steps above and continue to experience issues, please try the following steps:

  1. Force close the “VIZpin SMART” app out of your phone’s memory. Reopen the app and see if your keys turn green.

  2. Toggle bluetooth off and then back on.

  3. Please reboot your phone and try again.

  4. Please uninstall/reinstall the app. If you do not remember your app password, you can reset it from the sign in page of the app. Please note you will need to verify your phone via SMS code to complete login.

  5. If all else fails, please email support@vizpin.com and provide us with your name, your cellphone number and a brief description of the problem. The first thing support will do is confirm you’ve tried the steps above, but can provide additional troubleshooting if these steps do not fix the issue.

Please check out our Tech Tip Videos for helpful videos to help you get the most out of your VIZpin system!