Touch io Instruction Manual
Questions / Troubleshooting
Issue
Corrective Action
The reader will not read cards and fobs.
Check cards and fobs to ensure they are HID™ compatible
26- to 37-bit 125KHz RFID.
A user was issued credentials and replaced their
mobile device with a newer model. They downloaded
the app and used their original email invite link to
reinstall credentials on their new device. The
installation was unsuccessful.
Touch io
mobile credentials are only good for the life of the
original mobile device. Once a new smart device is
purchased, new credentials are required, even if the phone
number and email have not changed.
Refer to
Our customer wants to migrate away from 125KHz
cards and fobs, turning off that portion of the reader
so it only reads the Bluetooth-based credentials. Can I
turn off that portion of the reader?
No. The 125KHz portion of a reader cannot be turned off.
The easiest solution is to use Bluetooth
touch io
readers
exclusively and not issue prox cards or fobs. If only BLE
mobile credentials are issued, only mobile credentials will
work.
Frequently Asked Questions
Can the touch io replace an existing reader?
●
Yes. Simply swap any existing reader with the
touch io
. If continuing to use existing cards or fobs, the
reader does not require any configuring. It will behave like a “normal” prox reader. That being said, it’s
important to realize and remember that
touch io
readers are designed primarily for use with
BLE-supported smartphones; it is a Bluetooth device and is best used as such.
Can a single-gang reader be replaced by a mullion reader?
●
Yes. The mullion reader comes with a single-gang mount and adapter plate. Single-gang mounting points
align with the most popular mullion reader currently installed.
Does the app have to be running in the foreground or have an Internet connection to enter a door?
●
No. As long as the app has been launched after the phone is powered on, it can run silently in the
background without any further interaction by the user needed to enter a door, except for presenting
the phone to the reader.
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