If one of your readers failing to accept any of your users' mobile keys? If so, it's possible that the reader's bluetooth chip may have come loose. This is especially likely if the reader is still granting access to physical keycards.

Plugged inside every reader is a small rectangular bluetooth chip. This chip is able to identify when a mobile key has been scanned via it's bluetooth signal. Though rare, if a reader is hit with enough force, occasionally the chip can become jostled out of place. When this happens, the reader won't be able to recognize a mobile key scan, and users may get a 'No reader in range' error notification when trying to use their keys. Fortunately fixing an out-of-place bluetooth chip is easy! Watch the video below to learn how.

If you've checked your reader's BLE chip and the reader is still failing to acknowledge mobile keys, please reach out to Genea Support at acsupport@getgenea.com for further assistance.

If you have any questions about reader functionality, please reach out to Genea Support at acsupport@getgenea.com.

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