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Smart Lock Problems

Troubleshooting guide for Igloohome and TTLock smart lock issues.

Common Error Messages​

ErrorMeaning
"Failed to generate lock code"Unable to create PIN for guest
"Lock not responding"Lock is offline or disconnected
"Assignment failed"Room-to-lock mapping error
"PIN generation failed for all locks"System-wide lock communication issue

Lock Not Responding​

What you see: Error when generating access code, or code doesn't work

Check Physical Lock​

  1. Verify lock has battery power

    • Most locks show low battery indicator
    • Replace batteries if below 20%

  2. Check lock connectivity

    • For WiFi locks: ensure router is online
    • For Bluetooth locks: lock may need mobile app sync

  3. Test lock manually

    • Use master code or physical key to confirm lock works
    • If lock is unresponsive, contact lock manufacturer

Check AVA Connection​

  1. Go to Settings → Room Access

  2. Find the affected lock

  3. Check status indicator:

    • 🟢 Green = Online
    • 🔴 Red = Offline
    • ⚪ Gray = Unknown

  4. If offline, try:

    • Click Refresh to check status again
    • Disconnect and reconnect the lock integration

Code Generation Failed​

What you see: "Failed to generate lock code" after check-in

Quick Fixes​

  1. Retry the operation

    • Wait 10 seconds
    • Click generate code again

  2. Check lock vendor status

    • Visit Igloohome or TTLock app
    • Verify your account is active
    • Check for service outages

  3. Generate code manually

    • Go to Operations View
    • Find the reservation
    • Click Set Room PIN
    • Choose a custom code if auto-generation fails

If Still Failing​

The guest can still check in. Options:

  • Use manual code from lock vendor app
  • Provide a physical key temporarily
  • Contact lock vendor support

Wrong Room Mapped to Lock​

What you see: Guest gets code for wrong room

Fix Room Mapping​

  1. Go to Settings → Room Access → Smart Lock Setup
  2. Find the affected room
  3. Click Edit (pencil icon)
  4. Select correct lock from dropdown
  5. Click Save

Verify Fix​

  1. Go to a test reservation for that room
  2. Generate a new access code
  3. Confirm the code works on the correct door

Igloohome Specific Issues​

OAuth Connection Expired​

What you see: Integration shows disconnected

Fix:

  1. Go to Settings → Room Access
  2. Click Disconnect Igloohome
  3. Click Connect Igloohome
  4. Complete OAuth authorization in popup window
  5. Verify connection status shows "Connected"

Locks Not Appearing​

Fix:

  1. Log in to Igloohome Business Portal
  2. Verify locks are assigned to your property
  3. Return to AVA and click Refresh Locks

TTLock Specific Issues​

Login Failed​

What you see: "Failed to link TTLock account"

Check:

  • Username is your TTLock account email
  • Password is correct (case-sensitive)
  • Account is active in TTLock app

Locks Not Syncing​

Fix:

  1. Open TTLock mobile app
  2. Sync each lock by standing near it
  3. Return to AVA and refresh lock list

Partial Failures​

What you see: "X locks succeeded, Y failed"

This means some rooms got codes but others didn't.

Identify Failed Locks​

  1. Check notification message for specific room numbers
  2. Go to those rooms individually
  3. Retry code generation for each

Common Causes​

  • Low battery on specific locks
  • WiFi dead zones
  • Lock firmware needs update

When to Contact Support​

Contact us if:

  • All locks show offline despite good connectivity
  • Vendor credentials are correct but connection fails
  • Issue persists after all troubleshooting steps

Email: success@vouch-technologies.com

Include:

  • Lock vendor (Igloohome/TTLock)
  • Number of affected locks
  • Error message screenshot
  • Steps already tried