Common Integration Issues

This guide helps you troubleshoot common problems with Ally integration, from initial setup through daily operations. Use this reference to quickly identify and resolve issues.

Integration Setup Issues

Problem: QR Code Won't Scan in Ally App

Symptoms:

• Camera doesn't focus on QR code
• QR code scans but nothing happens
• Error message appears when scanning

Solutions:

1. Check camera permissions in phone settings (must allow Ally App to access camera)
2. Ensure good lighting on the QR code
3. Hold phone steady 4-6 inches from screen
4. Clean camera lens if blurry
5. Try manual code entry instead (copy/paste the 6-character code)
6. Refresh Leanheat Monitor page to generate new QR code

Problem: Pairing Code Shows as Invalid

Symptoms:

• "Invalid code" error in Ally App
• Code entry doesn't proceed to next step

Solutions:

1. Check code hasn't expired (7-day validity period)
2. Verify you copied the complete code (6 characters)
3. Check for extra spaces before or after code
4. Generate new pairing code in Leanheat Monitor (click 3-dot menu → Renew code)
5. Try entering code manually instead of copy/paste
6. Verify you're in correct Ally Home

Problem: Integration Status Stuck on "Pending"

Symptoms:

• Leanheat Monitor shows "Pending" status
• Pairing completed in Ally App but Leanheat Monitor doesn't update

Solutions:

1. Verify you completed pairing in Ally App (check Data Integration shows "Enabled")
2. Wait 2-3 minutes and refresh Leanheat Monitor page
3. Check internet connection on both phone and computer
4. Try disabling and re-enabling integration in Ally App
5. Contact support if status remains "Pending" after 10 minutes

Problem: Can't Find Leanheat Monitor in Ally App

Symptoms:

• Data Integration menu doesn't show Leanheat Monitor option
• Only other integration options visible

Solutions:

1. Update Ally App to latest version (check App Store/Play Store)
2. Restart Ally App completely (force close and reopen)
3. Verify you're in correct Ally Home (not Guest account)
4. Check you have admin rights for the Ally Home
5. Log out and log back into Ally App

Device Import Issues

Problem: No Devices Show in "Available Devices"

Symptoms:

• Device import screen shows empty "Available devices" list
• Sync completes but no devices appear

Solutions:

1. Verify integration is enabled in both Leanheat Monitor and Ally App
2. Check devices are commissioned in Ally App
3. Click Sync button again to refresh device list
4. Verify you selected correct Ally Home from dropdown
5. Check devices aren't already imported (look in "Selected devices")
6. Wait 10-15 minutes after enabling integration, then try again

Problem: Device Shows as Offline After Import

Symptoms:

• Device imports successfully but shows offline status
• No data appears in Properties tab

Solutions:

1. Wait 5-10 minutes for initial sync to complete
2. Check device is online in Ally App
3. Verify Gateway is online (device depends on Gateway connectivity)
4. Check device battery level (low battery causes connection issues)
5. Refresh Leanheat Monitor page
6. Try removing and re-importing the device

Problem: Can't Find Specific Device

Symptoms:

• Device visible in Ally App but not in Leanheat Monitor import list
• Search returns no results

Solutions:

1. Use Search bar and type exact device name from Ally App
2. Check device name spelling matches between systems
3. Verify device is in the correct Ally Home you're syncing
4. Click Sync again to refresh device list
5. Check if device was already imported (search in Device Administration)
6. Verify device is commissioned properly in Ally App

Device Control Issues

Problem: Setpoint Changes Don't Take Effect

Symptoms:

• Changed setpoint in Leanheat Monitor but device doesn't respond
• Old setpoint still shows in Ally App

Solutions:

1. Verify device is online in both systems
2. Check you clicked Save after changing setpoint
3. Wait 5-10 minutes for sync (not immediate)
4. Verify integration is still enabled (check Ally App Data Integration status)
5. Check Gateway is online and functioning
6. Refresh both Leanheat Monitor and Ally App to verify current values
7. Try toggling setpoint up and down to force update

Problem: Schedule Changes Don't Apply

Symptoms:

• Modified schedule in Leanheat Monitor but device follows old schedule
• Schedule appears correct in Leanheat Monitor but not in Ally App

Solutions:

1. Verify device is in Schedule mode (not Manual mode)
2. Check you clicked Save after each schedule period change
3. Wait 10-15 minutes for schedule sync
4. Verify you configured all intended days (leaving days empty erases schedules)
5. Check device is online and syncing
6. Try making a small test change to verify sync is working

Problem: Device Lock Won't Enable

Symptoms:

• Toggle device lock to ON but physical buttons still work
• Lock status doesn't change in Ally App

Solutions:

1. Verify device is an eTRV (lock not available on other device types)
2. Wait 5-10 minutes for setting to sync to device
3. Check battery level (low battery prevents sync)
4. Verify "Enabled" status shows in both Leanheat Monitor and Ally App
5. Try disabling and re-enabling the lock
6. Check for firmware updates available for device
7. Restart device if possible (remove and reinsert batteries)

Sync and Communication Issues

Problem: Data Not Syncing Between Systems

Symptoms:

• Changes in one system don't appear in the other
• Data appears stale or outdated

Solutions:

1. Check integration status is "Enabled" in Ally App
2. Verify device is online in both systems
3. Check Gateway is online and syncing
4. Wait 10-15 minutes (sync is not instant)
5. Try disabling and re-enabling integration
6. Check for Ally App updates
7. Verify internet connectivity on both phone and computer

Problem: Gateway Offline

Symptoms:

• Gateway shows offline status
• All devices connected through gateway show offline

Solutions:

1. Check Gateway power connection
2. Verify Ethernet cable is connected
3. Check router/switch is powered and working
4. Verify internet connection is active
5. Try power cycling Gateway (unplug for 30 seconds, plug back in)
6. Wait 5 minutes after power cycle for Gateway to reconnect
7. Check Gateway LED indicators (consult manual for meaning)

Problem: Devices Frequently Going Offline

Symptoms:

• Devices drop offline randomly
• Connection unstable

Solutions:

1. Check battery levels (replace if below 20%)
2. Verify Gateway placement (should be central to devices)
3. Check for wireless interference (WiFi routers, microwaves, metal objects)
4. Add Repeater if devices are far from Gateway
5. Verify Gateway firmware is up to date
6. Check network stability (ping Gateway, check for packet loss)

Bulk Operation Issues

Problem: Bulk Operation Fails for Some Devices

Symptoms:

• Bulk operation completes but some devices didn't update
• Error message shows partial failure

Solutions:

1. Check that all selected devices are online
2. Verify devices are in correct mode (e.g., Manual setpoint only works on Manual mode)
3. Try smaller batches of devices (50-100 at a time)
4. Check error messages for specific device failures
5. Retry failed devices individually
6. Verify you have edit permissions for all selected devices

Problem: Bulk Schedule Operation Erased Schedules

Symptoms:

• Applied bulk schedule but some days now show no schedule
• Weekend schedules disappeared after changing weekday schedules

Solutions:

1. This happens when you leave days empty in bulk operation (erases those days)
2. Reconfigure affected devices individually with correct schedules
3. For future: Only configure days you want to change in bulk operations
4. Leave other days completely empty (don't touch them) to preserve existing schedules

Alarm Issues

Problem: Not Receiving Alarm Notifications

Symptoms:

• Alarms trigger but no email received
• Some alarms send notifications, others don't

Solutions:

1. Check spam/junk folder for alarm emails
2. Verify email address is correct in recipient list
3. Confirm alarm rule is Enabled (not Disabled)
4. Check alarm trigger conditions are actually met
5. Verify alarm schedule is active for current time/day
6. Add alarm sender to email contacts/whitelist
7. Try test alarm to verify email delivery

Problem: Too Many False Alarms

Symptoms:

• Alarms trigger frequently for non-issues
• Offline alarms for brief connection drops

Solutions:

1. Increase Occurrence Delay (requires condition to persist longer)
2. Adjust threshold values (e.g., battery from 30% to 20%)
3. Restrict active schedule to business hours only
4. Change severity from Critical to Warning
5. Review and delete or disable overly sensitive rules

Login and Access Issues

Problem: Can't Log Into Leanheat Monitor

Symptoms:

• Login fails with error message
• Password doesn't work

Solutions:

1. Verify username/email is correct
2. Check Caps Lock is off when entering password
3. Use password reset if password forgotten
4. Clear browser cache and cookies
5. Try different browser
6. Check you have Leanheat Monitor account (not just Ally App)
7. Contact administrator to verify account is active

Problem: Don't Have Access to Ally Integration

Symptoms:

• Can't see Admin → Ally menu
• Can't create integration

Solutions:

1. Verify you have admin role in Leanheat Monitor
2. Contact your Leanheat Monitor administrator for permissions
3. Check you're in correct tenant
4. Verify Ally integration feature is enabled for your organization

Getting Additional Help

If problems persist after trying solutions above:

1. Document the issue: Note exact error messages, when problem started, what you've tried
2. Check system status: Verify Leanheat Monitor and Ally services are operational
3. Gather information: Device serial numbers, integration name, tenant name
4. Contact support: Reach out through your organization's support channel
5. Include screenshots: Visual documentation helps support diagnose faster

Support information to provide:

• Leanheat Monitor tenant name
• Ally Home name
• Device names or serial numbers
• Exact error messages
• Steps to reproduce the problem
• Screenshots showing the issue