A device shows Unknown when Kio Cloud doesn't have a reading for it yet. Unknown means the value is missing — not that the device has a fault. You'll see it on a device's General tab and as a filter option, most often for Battery or Last Online. (In the devices list, a missing value shows as a dash instead.)
Before you troubleshoot
Note which column shows Unknown — the cause differs by column. Then check the device's Status: a device that shows Offline usually explains a missing reading, since Kio Cloud updates these values only while it's receiving the device's data.
Causes and resolutions
Battery shows Unknown
A battery-powered device measures its own charge about once an hour. A nearby gateway receives that reading and sends it to Kio Cloud, so Battery shows Unknown until the first reading arrives.
- Check the device's Status. If it shows Offline, resolve that first — a battery reading only reaches Kio Cloud while the device is Online. See Troubleshooting: a device shows Offline.
- If the device just came Online, allow up to an hour for the first battery reading to arrive.
- Check the Power source column. A device on external power shows External Power instead of a percentage — that's normal, not a missing reading.
Once Kio Cloud receives a reading, the Battery value replaces Unknown.
Last Online shows Unknown
Last Online shows Unknown when Kio Cloud has never received data from the device.
- Confirm the device is installed and activated. You install Infrastructure devices with the Kio Setup Manager mobile app.
- If you claimed the device but haven't deployed it yet, it has no Last Online value until Kio Cloud first receives its data.
If the issue persists
If a value stays Unknown after the device is Online, contact Kontakt.io support. Include the device's Unique ID, the column showing Unknown, and how long the device has been Online.