When gym members can’t get into your facility, it can lead to frustration and lost trust. By using the Event History feature in your access control system, you can quickly identify why a member couldn’t unlock a door and take steps to resolve the issue. This guide will walk you through how to read event logs, pinpoint common errors, and fix them effectively.
Where to Find Event History:
Log in to your Kisi account.
In the left-side panel, select “Event History”.
Apply the “Action” filter by selecting “Door” and “Unlock Failed”.
Review the list of all failed attempts and click on each record to see the details of why a particular attempt failed.
Watch a video guide:
Common Errors in Kisi Event History and How to Resolve Them
1. "User X failed to unlock Front Door because they were too far away."
This happens when:
The user is standing too far from the reader.
Their phone’s Bluetooth or location services are off.
The location permissions are not set to “always” allow, which can lead to delays getting the user’s location and they may try to unlock the door before we know their location.
The user attempted to unlock the door from outside the allowed area—possibly trying to let someone else in.
Solution: Ask them to move closer, enable Bluetooth and location services, verify they are within the allowed zone or wait a few seconds before pushing the button if location permission is not set to “always”.
2. "User X failed to unlock Front Door because their device was not the primary one."
This occurs when:
The user has a new phone less than 3 months before activating their original one
They attempted to share their login with someone else.
Solution: This issue is typically resolved by using the Reset Access button. Users can reset their primary device once every three months. If they are unable to do so themselves, you can manually reset it using this guide.
3. "User X failed to unlock Front Door because they haven't been shared access.
This happens when:
The user does not have an active membership or does not have a booking, depending on the type of access you are using.
Their membership has not been associated with a Kisi access group.
Solution: Verify their membership status and ensure they have been assigned the correct access group. More details can be found here.
4. "User X failed to unlock Front Door because they were accessing outside of opening hours."
This happens when:
The user attempted entry outside gym hours.
They have a time-restricted membership (e.g., Off-Peak Membership allowing access only from 1 PM to 5 PM).
Solution: Check your gym’s operating hours in Kisi and confirm their membership access times.