Known Errors in the Management App - SALTO Flashcards
Could not communicate with encoder. Please check your Wireguard connection and encoder setup
Indicates the NCoder is not communicating properly. Should be escalated to SE to follow below troubleshooting steps if attempting to create a mobile key or smart key does not work again.
‘Encoder communication timed out. Please check that credential is on the encoder’
There is no smart key on the Ncoder or it is not placed correctly.
‘Could not communicate with Salto server. Please contact Stratis for assistance’
Connection to Salto ProAccess SPACE is down.
‘Key is out of space. Please try a different credential or write fewer units to the credential’
Key can not hold the number of units requested. Property should try writing fewer units to the key
‘Your property is not correctly configured for Salto integration. Please contact Stratis for assistance’
Property is not integrated with SALTO on our end. Escalate to SE.
‘Encoder failed to write to key. Key may not placed in correct position on the encoder. Please place key on the illustrated symbol on the front of the encoder and try again’
The Skylyne receives 302/Key Contact errors (which is the raw error we translate into this wording) with unusual frequency. Root cause of this issue still has not been identified.
‘Key format not recognized by Salto. The fob may be damaged or may not be compatible with Salto’
Property should try a different key. If none of them work, escalate
‘BLE not selected in ProAccess SPACE as an “Active Keys” option. Please correct and reprogram doors to accept BLE credentials’
Property doesn’t necessarily need to escalate if they know how to make the changes necessary in SPACE/reprogram the doors. But we can help them if needed.
“Key is currently owned. Please return credential before writing or use a different key”
Property has to use an un-owned smart key to move forward.
‘Credential could not be read’/ ‘Credential could not be written.’/ ‘Credential could not be returned’/Credential could not be replaced’
These are all generic errors we raise when we can’t identify what the specific problem is. Property should escalate to STRATIS Support.
‘No Salto door name set for resident unit’/ ‘No resident units found’/’No Salto door ID set for unit’
These are all errors related to the property layout setup. Should be escalated to SE for resolution.
‘Error in canceling Salto credential’
Indicates we couldn’t cancel the key that is being replaced or returned. Escalate to SE for resolution.
