Skip to main content
Version: 8.5.6

What common errors occur when using the KentixONE App and what tips and tricks can help avoid them?

This guide explains the first steps with the KentixONE App and helps resolve common errors quickly. It also describes important network settings and new app features.

Prerequisites​

  • At least KentixONE Plan Small
  • Active KentixONE installation and user account with app access (online service activated)
  • Internet access for installation (outbound)
  • Latest KentixONE App from the Apple App Store or Google Play Store
tip

App download: iOS and Android links can be found in the "KentixONE Online Service" guide.
Direct page link: KentixONE Online Service

Step-by-Step Guide​

1. Activate Online Service and Set Up App Access​

  1. Open the KentixONE Plan in KentixONE and activate the online service.
  2. In the user list, select "Manage KentixONE App Access" for the desired user and invite them via email.
  3. Install the app, open the invitation email, and complete the registration.
info

Detailed guide: KentixONE Online Service

2. Quickly Check for Common Errors​

A) Error Message "User Rights and/or Access Profile Restricted"​

  • Cause: The user does not have the required permission in their user group.
  • In KentixONE → User Management → User Groups, enable the "Detail View" permission and save.

B) No/Too Few Devices or Alarm Groups Visible​

  • Cause: Incorrect or missing assignment of alarm groups to the user.
  • Assign the correct alarm groups in the user configuration. Also check inheritance/subgroups if necessary.
tip

If LDAP user management is used, changes must be made directly in Active Directory, not in KentixONE.

C) "Loading Failed" or No Connection​

  • Cause: Network/firewall blocking the connection to the KentixONE Online Service.
  • Allow outbound communication (see section "Network Communication or Firewall Settings" below).

3. Commonly Used App Features​

  • Receive notifications via push
  • View system overview, messages, logs, live video, measurements, and statuses
  • Arm/disarm alarm zones (if authorized)
note
  • Maintenance of FunkDoorLocks (v8.6.0) via KentixONE App:
    • Move to battery replacement position
    • Move to disassembly position
    • Update BLE knob via KentixONE App

Network Communication or Firewall Settings​

In most networks, no special permissions are required. If rules are necessary, the following settings apply to the KentixONE Online Service:

info
  • Communication port: TCP 443 (https)
  • DNS names:
  • auth.cloud.kentixone.com
  • gateway.cloud.kentixone.com
warning

If firewall rules block communication to the KentixONE servers, the online service and, consequently, the app will not function properly.

Troubleshooting Checklist​

  • Is the "Detail View" permission activated in the user group?
  • Are the correct alarm groups assigned to the user?
  • Is there internet access (outbound) and is TCP 443 allowed?
  • Are both the app and KentixONE updated to the latest versions?

See Also​