IoT Troubleshooting
The following will be performed within the quext.io web portal, unless otherwise noted.
Before you begin, be sure to configure columns inside the devices tile.
Thermostat page example:
System voltage
Last seen
Room temp
Battery voltage
Humidity
HVAC type
Thermostat
Steps to troubleshoot a thermostat:
Sort by last seen to immediately know which thermostats are offline.
Check the system voltage (24 volts or 0 volts).
If voltage is not 24V:
The AC is not working.
They have a max of 3 (three) days (with full batteries).
As soon as the thermostat loses AC power, Quext.io will no longer reflect any live data.
It will only reflect based on the Last Seen column.
If battery voltage is 0, there are no batteries in the device.
Locks
Steps to troubleshoot a lock:
Filter the page to last seen for over 2 days.
It is okay for locks not to be seen for longer, but this will clean up the screen view.
Check for offline devices.
This is used specifically to troubleshoot if the thermostat is offline/communicating to the lock.
Remove the filter and sort by power status.
If a lock is below 5V, take note, these batteries need to be changed.
Best practice when changing batteries: Take a 9V battery, a Phillips screwdriver and replacement batteries to the unit. You may need to perform the jumpstart a lock procedure.
Check to see if the thermostat is online.
Be sure to look at the router location, not necessarily the unit. Be sure that the lock is routed to the correct thermostat.
Router - The location of the thermostat that the lock is communicating with.
Note: The lock may not necessarily be tied to the unit in question; it could be communicating with a thermostat in the unit next door, through a wall for faster communication. Troubleshoot the thermostat listed on the router column!
If the thermostat is online, go back to the lock page and resync lock db. This can take up to 15 minutes to either work or fail as the system will attempt this three times, up to five minutes per attempt.
A cloud will appear. While that cloud is there, a sync cannot be done from the app. Do not try to sync in the app before this 15 minutes is up, or until the db sync fails.
Either a cloud or a pacs error must be present to sync from the app.
Things to note
If customers turn off their vacant unit power, the best practice is to remove the batteries, and then put them back in before a move-in.
These standard batteries are not made for 90+ degree weather; they will start to leak, melt and damage the thermostat.
Lock history is only as recent as the last audit log, which runs every 12 (twelve) hours.
Best practice: You can request a new audit log, or walk to the unit and sync with the lock, then come back and look at the lock history.
An audit log can take anywhere from ten (10) seconds to five (5) minutes to complete.
PACs Screen
Steps to take to clear PACs:
Change view to retriable only.
Open up a status and scroll to find individual retry commands.
Note the Att number (Att=Attempts).
This will show how many times this command has already been tried.
After retrying commands twice and still seeing a fail, walk to the unit and sync from the app.
If still failing, move to thermostat troubleshooting, then lock troubleshooting (above).
Finally, contact support.
Be prepared to possibly walk to the unit while talking with support.
Quext Pass & Remote Auth.
Both the thermostat and the lock must be online. Internet outages, offline gateways, etc. will affect this. For both BLE and ZWave locks.
Need help?
Use the Chat with Support feature in your Quext portal or Quext app .
You can also search our full help desk library within your Quext Help Center.