Troubleshooting the Bluetooth Digital Key: Common issues and solutions

Mews Guest Journey

In Mews, you can set up the Bluetooth Digital Key to provide a contact-free and self-service way for your guests to access their rooms. During the initial setup and configuration, when you encounter challenges, this could be due to factors such as incorrect reservation status, outdated systems or hardware issues. Before reaching out to Mews Support, you can try the solutions listed in this article to troubleshoot. 

In this article you can learn how to troubleshoot the following issues:  

 

Issue 1: Bluetooth Digital Key does not activate 

If the Bluetooth Digital Key does not activate in the app when you or the guest has checked in the reservation, try the solutions below to resolve the issue. When the first solution does not resolve the issue, try the following solutions until you resolve it.

Solutions for all Bluetooth Digital Key providers

Solution 1: Confirm reservation status  

 

  1. In Mews Operations,
    • from the Timeline click their reservation > Manage, or
    • enter the customer's name in the Mews Dashboard search bar and click on their reservation. 
  2. Confirm that the status is Checked in. 
  3. Wait 20 to 30 seconds.  

If you continue to experience issues after following the solutions above and are using:

  • Salto Space or Vingcard Vostio: Use the Mews Digital Assistant to create a support ticket.
  • Vingcard Visionline: View the solutions for Assa Abloy Visionline below. 

Solutions for Assa Abloy Visionline provider

Solution 2: Check the mobile key provider 

For the Bluetooth Digital Key to work, you need to configure Mews as the default mobile access provider in Visionline. To check the provider:

  1. In Visionline, click View > Mobile Access Accounts.
  2. Click Mews, then click Properties.  

TroubleshootingDigitalKey1.png

  1. Check the Set As Default Account box. 
  2. Click Update. 
Solution 3: Test the connection 

Once Mews is the default account for mobile keys, you can test the connection: 

  1. In Visionline, click View > Mobile Access Accounts.
  2. Click Mews, then click Properties.
  3. Click Test, then:
    • If you see a success message, continue to Solution 4.
    • If you see a different message, contact Assa Abloy support and inform them that the Mews mobile account connection does not work. 
Solution 4: Issue a mobile key from Visionline   

Create a mobile key for the same reservation and space in Visionline. If the Bluetooth Digital Key activates, continue to Solution 5. If it does not, contact Assa Abloy support for further assistance.  

Solution 5: Confirm key mapping 

If you cannot get an active key for a specific door, confirm your key mapping configurations are correct in Mews.  

Solution 6: Check key encoder configuration 

In Visionline, ensure that the DATA JSON field is set to { "Type": "VisiOnlineKeyCutter" }. If there are any duplicate parameters, remove them.

Solution 7: Update to the latest version of Mews Connector 

In order to support Bluetooth Digital Keys, you need to use v1.0.174 or above of Mews Connector.  

If you continue to experience issues after following the solutions above, use the Mews Digital Assistant to create a support ticket. 

 

Issue 2: Bluetooth Digital Key does not open the door 

Once you activate the Bluetooth Digital Key and it is ready to use on a door lock, but the door does not open, follow the solutions below to resolve the issue. Note: Make sure you unlock the mobile device and the app is running in the foreground before continuing.

Solution 1: Check Bluetooth and provider settings   

If the door lock does not respond when you tap the phone on it: 

  1. On the mobile device, ensure you enable Bluetooth. 
  2. Check for any firmware or configuration updates to the door locks with your provider. Note: The door lock provider or a technician at your property may have completed these updates. Contact your door lock provider for further assistance. 

If the door lock responds with a flashing light, continue to Solution 2.

Solution 2: Confirm space access configurations 

If the door lock responds with a flashing light, you might not have configured this door as part of the access to the space. To check your configurations: 

  1. In your door lock provider system, check your key cutter mapping configurations, for example, ensure you have configured any entrance or corridor doors as part of the space you are testing.
  2. Confirm you have updated the door lock to the provider's latest hardware and software configurations. 

If these solutions do not resolve the issue, contact your door lock provider for further assistance.  

 

Issue 3: The Bluetooth Digital Key only opens the door in specific positions 

If the Bluetooth Digital Key only unlocks the door in certain situations, it may be due to an issue with the field settings configurations. In this case, contact your door lock provider to confirm the recommended setting for your door locks and software. You may need to update your door locks using the provider's hardware and software. 

 

You can learn more about troubleshooting key cutter integrations here.  

Was this article helpful?
00



Feedback