Sometime between 12/29 & 12/30 the four locks I have setup for Air, disappeared from the dashboard. The locks still function and I can look at the logs, but I can’t make any changes that involve a lock.
The small blocks at the top showing lock statuses work. They will show accurate info about the locks.
I am unable to make any changes to users that involves the locks. I can’t add or remove anyone from a lock. When I select a user, the assigned lock selection just has a spinning wait icon and nothing loads.
Also, every time I select the dashboard page, there is a popup showing “Internet connection poor”
The shop where these locks are located have a fiber connection with the average speed around 100Mbs up & down.
Finally had a chance to trouble shoot this issue. Removed one lock via the phone app and performed a reset on the lock. Re-added the lock via the phone app and selected Air. Phone app is logged into the same account as the Air account. Lock shows successfully added and has the air icon in the upper right corner of the lock status. Back to the online app and still no locks showing. Have tried logging out and back in, have tried different browsers and different computers on different internet providers. No locks show up on the devices page yet the online app is showing the statuses of 4 locks.
Deactivating and reactivating Air accomplished nothing. Also noticed one lock indicates locked no matter what the actual status is. If the lock is unlocked and I refresh the phone app, the lock will showed unlocked for approx 30 seconds then revert to locked, even though it isn’t locked. Auto lock is turned off, although I have found a couple locks where auto lock has turned on by itself. I turn off auto lock and within a day or so, auto lock turns back on.
The only thing I can think of now is to delete the Air user account, hard reset all the locks then create a new account.
So I clicked on a user and of course none of the assigned locks populated in the Device Access section. Just a spinning wait icon. On a whim I clicked the Add Device button and surprisingly the one lock that user isn’t assigned to, populated. When I went back to the Devices page, that one lock was listed. So I went to a user that was only assigned to one lock and went to the Add Devices page. The three unassigned locks were listed. Back to the main devices page and those three locks now show up. Unfortunately, there is one lock that all users are assigned to so I can’t bring that lock up.
Additionally, every time I return to the Dashboard screen, I receive a popup stating “Internet Connection Poor”.
We’re on fiber with stable and consistent speeds. I also receive the popup when logging in at home via Starlink.
This same issue just happened to me with the addition of one of our NFC latches is not working at all besides being connected to the internet. the devices can be seen on the app but not on UltraLoq Air if you were able to figure out how to solve this problem please let me know.
I also just started experiencing the exact same issue this morning. I pulled up the website, all my locks were there, selected all and put into passage mode which didnt work and then all the devices disappeared. Not excited seeing the issues above. I did call this morning and start a ticket. Good to know others have had the issue as well with someone else having it today.
I had to delete the account Air was setup with. I waited about 15 minutes, then recreated the user account again. Then I had to factory reset all four locks and set them up again.
Then had to add all 46 users again and assign their access. It really sucked and wasted a lot of my time.
Thank you very much for responding. That is a pain in the ass because I have about the same number of users with 5 locks. I talked to support but of course no answers yet. When they are working and ultraloqair is working its great but hopefully this isnt common. I just wish they would let me set a timer for switching between normal and passive modes. I have to change it each morning and night since we need them to be open during business.
