Troubleshooting
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      Troubleshooting Hub

       

      Standard operational requirements

      Validate the following user requirements before attempting to troubleshoot a specific issue.

      • Phone compatibility: The minimum smartphone versions supported are: Android (6) and iOS (10.3).
      • Teleporte mobile application: Available in Android at the  Play Store, and in iOS at the  App Store. Make sure to use the latest version available.
      • Teleporte account:  Verify that you have logged in to the Teleporte mobile application with your Teleporte account.
      • Teleporte keys: Verify that you have a valid key assigned to open the lock. You can check your assigned keys by selecting the key icon in the mobile application.

      I forgot my Teleporte password

      1. Open the Teleporte mobile application, and select the option to SIGN IN under the accounts tab, to access the Add Account page.
      2. Select the option "Forgot Password?" on the Add Account page.
      3. Enter the email address that is registered to your Teleporte account and select SUBMIT.
      4. The system will send you an email with instructions to setup a new Teleporte password.

       

      I don't have a key to open Lock

      1. Contact the administrator of the site you are trying to access to request access.
      2. If the administrator has confirmed that you have a key, then verify that your smartphone has data connectivity to download the assigned key.
      3. Select the key icon in the app to see the keys assigned to you. Make sure the access period (valid from | valid until ) of the corresponding key is valid.

      My padlock LED Light Does Not Turn ON

      If the padlock LED doesn't turn ON when pressing the button, connect an external charger to the micro USB port on the side of the padlock to power it. More details on how to power AP3 padlocks with external sources here.

      The battery of the padlock is replaceable but not rechargeable. The external charger can enable authorized users to open the padlock as a backup, while the battery is replaced.

      The Teleporte mobile application does not detect the Lock

      1. If it is a padlock, make sure to turn it ON by pressing the button.
      2. f the LED doesn't turn ON, connect an external charger to the micro USB port on the side of the padlock to power it. The external charger can be a USB cable connected to a laptop, wall adapter or a portable charger.  Please see the external power guide here.
      3. Close the app and then open it again to try to detect the lock. 
      4. Follow the troubleshooting steps to resolve Bluetooth issues here.

      My phone cannot connect to the lock

      Connectivity issues could occur if you cannot select the lock once is detected by the mobile application, or if once selected, you cannot see the option to UNLOCK the lock in the mobile application. Follow the following instructions to troubleshoot connectivity issues:

      1. Close and open the Teleporte mobile application to try to connect to the lock again. 
      2. Follow the troubleshooting steps to resolve Bluetooth connection issues here.

      The padlock is shown as open by the mobile application when it's physically closed

      If the padlock is using the connected latch option, please go here; otherwise, follow these instructions:

      1. Remove any tension on the shackle as this could be preventing the detection of the open/close status of the padlock. Manually push the shackle down to verify if the LED changes from red to green. If the AP3 LED changes to green only while pressing the shackle down, then you could have a loose sensor, and the padlock would need to be replaced.
      2. Manually push the shackle down to verify if the LED changes from red to green. If the AP3 LED changes to green only while pressing the shackle down, then the AP3 has a damaged sensor, and the padlock would need to be replaced.
      3. Reset the internal mechanism of the padlock by following the instructions here.
      4. The user will then need to push the shackle down and verify if the LED is green.
      5. If the padlock is still shown as open when it's closed, connect an external charger to the micro USB port and repeat step #2. Please see the external power guide here.
      6. Report the padlock to the administrator if the padlock is still shown as open, as it is likely experiencing a hardware failure.

      The padlock shackle is not released when I select UNLOCK

      1. Remove any tension that could be obstructing the shackle, this includes heavy chains that could be pulling the body of the padlock down, in the opposite direction of the shackle. As sometimes the shackle could be jammed, the user might have to pull the padlock to open it after selecting UNLOCK in the mobile app. 
      2. If the padlock is shown as open in the mobile app, follow the troubleshooting steps here to open it.
      3. If the shackle still doesn't open, connect an external charger to the micro USB port on the side of the padlock to power it. The external charger can be a USB cable connected to a laptop, a wall adapter, or a portable charger. Please see the external power guide here.

      The padlock shackle does not re-lock when pushed down

      1. Reset the internal mechanism of the padlock depending on the configuration:
        1. If the padlock is using standard latch mode, connect to it with the Teleporte mobile application and select UNLOCK three times in the mobile application.
        2. If the padlock is using connected latch mode, connect to it with the Teleporte mobile application and select UNLATCH three times from the main menu.

      2. Push the shackle down afterwards, the padlock should re-latch this time while showing the LED in green colour.
      3. If the shackle doesn't re-latch, then repeat steps 1 and 2 while connecting an external charger to the micro USB port on the side of the padlock to power it. Please see the external power guide here

      The email link doesn't sign me in

      If you're experiencing any challenges while signing in, we recommend reviewing our step-by-step guide for detailed instructions. Kindly ensure you're following the provided steps accurately to facilitate a smooth sign-in process to Teleporte. 

      Our passwordless login system ensures a seamless sign-in experience for our users. However, certain antivirus and URL Protection programs may inadvertently interfere with this process by wrapping the links we send through email, causing unexpected behaviour during login.

      • If the issue is happening while trying to sign in to the Teleporte App
        1. Copy the link sent in the email. Simply press and hold the blue button and select the "Copy" option when it appears.
        2. Return to our Teleporte app.
        3. Click on "Troubleshooting" on the Login screen.
        4. Paste the link into the field designated as "Single-Use Password."
        5. Click "SIGN IN."
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      • If the issue is happening while trying to sign in to the Teleporte Cloud
        1. Adding our domain to the URL Protection tool whitelist ensures that it recognizes our links as secure and allows our applications to function as intended.
        2. Please, follow the Allow-List guideline for the antivirus or URL Protection tool you are using.
        3. We have compiled a guide for the most common antivirus and URL Protection programs, detailing how to add teleporte.sera4.com to their whitelists.

          1. Sophos: Follow the steps outlined in Sophos Whitelist Guide.

          2. Avanan: Refer to Avanan Whitelist Guide for instructions.

          3. Microsoft Defender: Microsoft users can find guidance in Microsoft Whitelist Guide.
        4. If you already confirmed that our domain (teleporte.sera4.com) is already in the white list, or if you need assistance with any part of this process, please contact us at support@sera4.com

      AP3 lock shows a red exclamation mark and fails to connect to the Teleporte App

      1. If the lock displays a red exclamation mark, tap on the red exclamation mark icon within the Teleporte App. Follow any on-screen instructions that appear.

      2. If the issue persists, perform a padlock reset by pressing and holding the button on the padlock for 41 seconds. Observe the LED, which should flash in different colours to indicate a successful reset.

      3. If the issue persists, please submit a support ticket to our team by following the instructions here.