Issues Unlocking Nexkey Controller

Issues Unlocking Nexkey Controller

Please read through the scenarios below to determine the issue that suits you best.

Issue: The Nexkey Controller doesn't appear in my app as I approach the door

Steps to resolve:

  1. Go to the KEYS tab in the Nexkey app and make sure that you have access to the door that you're looking to unlock.
    1. If you don't see the key in your list, reach out to your on-site admin and give them your phone number so they can issue you access.
  2. If you do have a key, but the Controller isn't showing under the UNLOCK tab, then you will need to power cycle the Nexkey Controller.
    1. Please note that you can only power cycle the Controller from the inside, so you will need the physical key to get in.
Should the issue persist, please contact your Nexkey service provider to have them service your door.

Issue: Whenever I unlock the door, the app shows "Unlocked", but I still can't open the door.

Steps to resolve:

  1. If you don't hear any clicking sound coming from the door when it's unlocked via the app, then a few things could be going on:
    1. The power source for the Controller may be unplugged or underpowered.
    2. The locking mechanism isn't functioning properly.
      Fix: Power cycle the Controller. If the issue continues, contact your Nexkey service provider.
  2. If you hear a clicking sound coming from the door:
    1. Make sure the door is fully closed — push it firmly if needed, then retest.
    2. Test the lock on the door by following these steps:
      1. Open the door and hold it open while unlocking the Nexkey device via the app.
      2. Watch the lock on the door to see if it moves correctly. If you notice it sticking or not behaving as normal, the lock may need servicing.
      3. If it works fine with the door open, the lock might be catching on the frame.
        Fix: Have your door closer adjusted by your Nexkey service provider.

Issue: My Nexkey device is showing "Offline" when I go to the remote tab. What does that mean?

Steps to resolve:

  1. Approach your door with the Nexkey app open and go to Unlock > Nearby. If you can see the Nexkey device while Nearby, it's at least receiving power.
  2. Next, follow the steps to connect your Controller to Wi-Fi.
  3. Once you've successfully connected it to Wi-Fi,
    1. Return to the Unlock > Remote tab
    2. Tap on your Nexkey Controller
    3. Tap Unlock
      Please note: you may need to wait a few minutes for the Controller to show online in the app before unlocking it.

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