Severity: Low, potentially high. Applies to: All locks
A user has reported an issue with this lock through the Unloc app. The insight detail shows what the user reported and who reported it.
Why does this happen?
When a user experiences a problem opening a door, they can report it directly from the app. This creates an operational insight so you can investigate.
Common issues reported:
Bluetooth connection problems
Lock not responding
Physical issues with the door or lock
Door not opening despite successful unlock in the app
Important: it may be nothing
We've seen this feature used for user feedback, missing keys and similar, so verify that the reported error is indeed a problem with the lock before sending someone out to fix it
How to fix it
Read the user's report in the insight detail.
Investigate the reported issue — this may require a site visit.
If other operational insights exist for the same lock, resolve those first as they may be related.
Once the issue is resolved, mark this insight as resolved in Control Center.
Auto-Resolution
This insight does not auto-resolve. You must manually mark it as resolved after investigating and fixing the issue.
Note: Multiple reports from different users on the same lock are merged into a single insight.
This will also show a "Issues reported" badge in the app