How to Troubleshoot Code Issues Using Logs in Jervis

At times, a code can be generated, but it doesn’t work on the connected smart lock. This guide walks you through what to consider and how to troubleshoot.

When this issue occurs, it can be for a number of reasons. Jervis may be having issues with generating the code, the lock is currently offline, or the lock is experiencing battery issues.

1. To understand what’s happening with the lock and code, navigate to the Reservations page in your Jervis account. From the SET PIN field, Jervis Systems will display an error message and a View Error button. Select View Error.

2. From here, you can see the exact error message Jervis receives from the lock vendor.

3. If you are not seeing a SET PIN code or a reservation, it may because the reservation is in the past, and you will need to toggle on the Show Past Reservations option. You can see past activity on the codes on this view by selecting the Operations menu (three dots), and Booking Log from the drop-down menu.

3. To see instances where the code was used or attempted at the device level, navigate to the Devices page select the Operations menu (three dots next to the listed device), and then select Device Action Log.

4. From the Device Action Log page, you will see all of the attempts Jervis Systems has made to add a code. If there are multiple attempts, this means that Jervis Systems has been trying to add the code every 30 minutes. The system will continue to attempt if it keeps failing. Continuous failures indicates that there is an underlying issue that is causing Jervis not to be able to connect to the lock.

4. If you have already attempted to troubleshoot connnectivity issues or smart lock errors, you can reprocess the reservation by heading to the Reservations page > Operations menu > Reprocess Reservation. Jervis will immediately retry adding the SET® PIN code details to the reservation.

Need additional help and support? Check out the additional user guides on our FAQ page. You can also get in touch with the Jervis Systems Support Team by submitting a request via the Support page in your account.