Tag: Cloudvue Access App

Categories
Knowledge Support Cloudvue Support Cloudvue Access Control Categories

Unable to Validate Mobile Phone in Cloudvue Access to Multiple Accounts

Title

Unable to Validate Mobile Phone to Multiple Accounts

Description 

Currently a Mobile Phone can only be validated to a single account.  Attempts to validate to a 2nd account will fail.

Product 

  • Cloudvue Access iOS
  • Cloudvue Access Android

Solution

Remove the mobile credentials from the current Account. The phone will then validate on the new Account.

Note: It can take many minutes for the deletion to take effect

See AES-370 for additional details

Categories
Knowledge Support Cloudvue Support Cloudvue Access Control Categories

Kantech EntraPass Go Pass App no Longer Supported by Cloudvue

Description 

The Kantech EntraPass Go App Version 2.20 broke the Cloudvue integration forcing users to migrate to Cloudvue Access. The Kantech Entrapass Go App will no longer be supported for accessing Cloudvue, and the Cloudvue Access App should be used instead.

Product 

  • Cloudvue Access App
  • EntraPass Go Pass App
  • Kantech panelless ioSmart Bluetooth Card Readers

Solution

Kantech EntraPass Go App is no longer supported please use the Cloudvue Access App instead. See Knowledge Base Article #13379 for Instructions on Installing Cloudvue Access.

Categories
Cloudvue Knowledge Support Cloudvue Access Control Support Categories

Installing Cloudvue Access App

Description 

Instructions for installing the Cloudvue Access app for both Android and Apple devices.

Product 

  • Cloudvue Access
  • Entrapass Go Pass

Solution

Android

  • Access the Play Store
  • Search for and Install Cloudvue Access

iOS

  • Access the App Store
  • Search for and Install Cloudvue Access

Verify The Device

Once Installed you must first verify your mobile device before being able to control devices

  • Open Cloudvue Access
  • Enter your mobile phone number, including country code
  • Select Verify Device
  • You will receive an SMS message containing a verification code
  • When/If prompted allow Cloudvue Access
    • Select device location preference
    • Allow Bluetooth communications
    • Turn on Bluetooth
    • Allow Cloudvue Access to send you notifications
  • Enter your mobile phone number
  • Create and verify a new password
  • Enter the SMS verification code
  • Submit
  • Agree to the Cloudvue Terms of Service & EULA
  • Accept the Privacy Notice
  • Close, re-open and login to Cloudvue Access
  • You should now be able to access and control your devices from Cloudvue Access
Categories
Knowledge Support Cloudvue Cloudvue Access Control Support Categories

Panelless ioSmart Readers Not Unlocking Doors and Unable to Enroll New Readers

Description 

Customers have reported that they are unable to unlock doors using previously enrolled  ioSmart readers in panelless mode.  In addition users are unable to enroll new readers.  Engineering is aware of the issue and a fix will soon be pushed to all controllers.

Products

  • Cloudvue
  • Cloudvue Access App
  • Cloudvue Mobile App
  • EntraPass Go Pass App
  • Kantech panelless ioSmart Bluetooth Card Readers

IMPORTANT:  Users MUST transition from EntraPass Go Pass App to the “Cloudvue Access” app #13418. See Knowledge Base Article #13379 for Instructions on Installing Cloudvue Access

Solution #1 – Using Cloudvue

  • From the Cloudvue (https://www.cloudvue.com)
  • Select Views
  • Expand Devices
  • Select the desired reader
  • Choose Settings
  • Select Save (Note: No other changes are necessary)

Solution #2 – Using Cloudvue Manager

  • From Cloudvue Manager
  • Search Mobile Access Devices
  • Select the Device and choose Edit Reader
  • In the “Edit Mobile Access Device” Window select Submit
  • Note: No other changes are necessary
Categories
Knowledge Support Cloudvue Cloudvue Access Control Support Categories Products

Kantech EntraPass Go Pass no Longer Shows Panel-less ioSmart Bluetooth Card Readers

Description 

The Kantech EntraPass Go Pass App Version 2.20 has broken the Cloudvue Integration and customers are no longer showing panel-less ioSmart Bluetooth Card Readers resulting in them being unable to unlock doors.

Product 

  • EntraPass Go Pass App version 2.20
  • Kantech panel-less ioSmart Bluetooth Card Readers

Solution

Please advise customers they will need to install the Cloudvue Access App which should resolve the issue allowing them to control their readers. See Knowledge Base Article #13379 for instructions on installing the Cloudvue Access App