The Kio Setup Manager mobile app includes troubleshooting tools to help you diagnose and resolve issues with Portal Lights. Commonly, when the Portal Light's LED status is not green this indicates it has a connectivity issue requiring troubleshooting. You can generate diagnostic reports, collect logs for advanced analysis, and quickly identify devices with connectivity or configuration problems. These tools are designed to support installation, validation, and ongoing device health monitoring.
Topics include:
The Kio Setup Manager provides two troubleshooting tools to gather Portal Light data—Diagnostic Report and Collect Logs. These tools gather advanced details to share with with the Kontakt.io Support team to help diagnose and resolve Portal Light connectivity issues.
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Confirm a Portal Light’s network and connectivity status
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Check which Wi-Fi networks are visible to a Portal Light
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Gather detailed device logs when requested by Kontakt.io Support for deeper analysis
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Sign in to the Kio Setup Manager mobile app.
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You can access the Diagnostic Report and Collect Logs from:
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Tools menu (quick access) > tap Portal Light Troubleshooting.
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Portal Light device-level Actions screen. Tap Scan > scan the Portal Light's QR Code > the Actions menu is displayed.
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The Diagnostic Report option provides a quick check of a Portal Light’s settings and status. Once complete, tap Share and send it to the Kontakt.io Support team.
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Confirms basic details like Wi-Fi connection and online status
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Shows which nearby Wi-Fi networks are visible to the device
This report is used by Kontakt.io Support to quickly verify if the Portal Light is online and communicating properly.
The Collect Logs option gathers detailed device logs over a set period of time. Only the Kontakt.io Support team can interpret these logs. If requested, simply collect and share them — no further action is required on your side.
How it works:
The Kio Setup Manager helps you identify and troubleshoot issues with your Portal Light devices. Within the app, Portal Lights with connectivity or configuration issues are highlighted so you can quickly spot and resolve problems.
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Quickly identify Portal Lights with connectivity issues in the Nearby Devices list.
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Understand why a Portal Light isn’t operating as expected.
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Access error details directly from a Portal Light's Show Details screen.
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Portal Lights with detected issues are marked with an error icon indicator in the Nearby Devices list.
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They are automatically placed at the top of the list so they’re easier to find.
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From a Portal Light's Actions screen, the Show Details option is highlighted with a warning or error icon.
You must be within Bluetooth range of the Portal Light.
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Sign in to the Kio Setup Manager mobile app.
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Tap Devices. By default, Nearby Devices are displayed.
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Locate and tap the Portal Light.
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Tap Show Details.
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If the Portal Light has detected issues, you’ll see a dedicated Errors section.
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Each issue is displayed separately, with its own warning or error icon.
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Errors and warnings are listed on separate lines for clarity.
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The app will automatically check and display any issues detected for a selected Portal Light. The detected issues may include one or multiple of the following errors:
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Error messages displayed |
What this means |
Recommended action |
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Device is not connected to a network |
No Wi-Fi network connection Cause: network is offline (unavailable) or no internet connection. Cause: could not connect to network with configured network due to incorrect network name (SSID) or password. |
First, complete the Install again and verify the network settings are correct. Setting are case sensitive. If this does not resolve the error, get assistance from your IT department or network administrator. Refer them to the Troubleshooting: Portal Light network connection issues article. |
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Device has not been assigned an IP address |
Connected to Wi-Fi network but cannot obtain IP address from DHCP server. |
When there is one or a few Portal Lights with this status: Locally at the Portal Light reset its connection. Unplug the Portal Light for 20 seconds, then plug it back in. Wait a few minutes to see if it returns to a normal operating status (LED is GREEN). If its LED does not change to GREEN, requires assistance from your IT department or network administrator. When there is a high percentage of Portal Lights in this status or cannot resolve the issue: requires assistance from your IT department or network administrator. Refer them to the Troubleshooting: Portal Light network connection issues article. |
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Device is not receiving NTP time messages from the server |
Cannot connect to NTP time source; cannot synchronize its UTC time. |
Requires assistance from your IT department or network administrator. Portal Lights can be configured with an external NTP time source (factory default) or internal NTP time source. Port UDP 123: required to be open to allow Portal Lights to connect to the factory default NTP time sources; pool.ntp.org; time.google.com |
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Device has no configuration for normal operation |
Device is not claimed in the cloud or it cannot connect to cloud account instance for which it was claimed. |
Verify the Kontatk.io Order ID containing the device has been claimed in the account you are signed in with. Submit a support request to the Kontakt.io Technical Support team for assistance. |
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Required device management (DM) calls did not return a valid response |
Cannot connect to Kio Cloud Cause: Typically, a network firewall is preventing the connection. Alternatively, although less common, the Kio Cloud platform may be unavailable. |
Requires assistance from your IT department or network administrator.
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Device is connected or connecting to the fallback network |
Fallback network is in use. The Kontakt.io Fallback network is only to be used for short-term situations—such as when configuring devices and the primary network is not available. |
For a live deployment, make sure Portal Light is configured with the local network settings to avoid connection to the Fallback network. |
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Device is in an error state degrading its operation |
Internal hardware issue |
Submit a support request to the Kontakt.io Technical Support team for assistance. |