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Troubleshooting: Device showing wrong room

In Kio Apps, a device or Tag appears in the wrong room. Alternatively, location data does not match the physical position of a person or asset.

Gateway or infrastructure device assigned to the wrong room in Smart Location

The most direct cause: the device was assigned to the wrong room during Kio Setup Manager installation.

  1. Open Smart Location and navigate to the floor where the device is installed.
  2. Locate the device pin on the floor map and confirm it is in the correct room.
  3. If the pin is in the wrong room, reassign the device to the correct room. The device is repositioned on the floor map by dragging its pin to the correct location, or by removing and re-adding it.
  4. Repeat for each affected device.

Room boundaries drawn incorrectly

A room boundary polygon may span multiple physical spaces. For example, a polygon drawn too broadly might include a corridor or an adjacent room. Tags in either space will then appear to be in the same room.

  1. Open the floor in Smart Location and review the room boundaries against the physical floor plan.
  2. Redraw any polygon that does not accurately reflect the physical room boundaries.
  3. After correcting boundaries, allow a few minutes for location data to stabilize before re-checking.

Floor scale is not accurate

An incorrect floor plan scale means the system's understanding of the floor does not match the real world. Room boundaries that look correct on the map may not correspond to the right physical area.

  1. In Smart Location, open the floor and review the map scale. Check whether the reference point distance entered matches the actual physical measurement.
  2. If the scale is wrong, note that the map scale and floor outline cannot be changed once saved. Correcting them requires setting the floor up again. Contact Kontakt.io support before re-running floor setup, so existing rooms and device assignments are handled correctly.

System needs time to stabilize

After correcting room boundaries or device assignments, the system requires a short period to process updated data. If location data still appears incorrect immediately after a fix:

  1. Wait 5–10 minutes for the system to stabilize.
  2. Confirm the device is within Bluetooth range of at least one active Portal Light.
  3. Check Device Health to confirm the Infrastructure devices in the area are online.