A device is not appearing in the Nearby Devices list even though it is physically nearby, or it is not appearing in My Devices even though it should be in your account.
Before you troubleshoot
Confirm the following before working through the causes below:
- Kio Setup Manager is open and you are signed in
- Bluetooth is enabled on your mobile device
- Bluetooth and Location permissions are granted to Kio Setup Manager in your mobile device's Settings app
Device not appearing in Nearby Devices
| Symptom detail | Likely cause |
|---|---|
| No devices appear in the Nearby tab at all | Bluetooth or Location permission not granted |
| Some devices appear, but not the target device | Out of Bluetooth range, or device is off |
| Device appeared before, now missing | Device powered off, battery depleted, or out of range |
Bluetooth or Location permission not granted
- Open your mobile device's Settings app and tap Kio Setup Manager.
- Confirm Bluetooth is set to On.
- Confirm Location is set to While Using the App or Always.
- Return to Kio Setup Manager, tap Devices, and switch to the Nearby tab to refresh the scan.
Device out of Bluetooth range
Bluetooth range is typically 10–30 meters in open space and shorter through walls or in dense environments.
- Move to within 5 meters of the device.
- Pull down on the Nearby Devices list to refresh the scan.
Device is powered off or battery is depleted
A device with no power does not broadcast and will not appear in a nearby scan.
- Check the device for any LED or display activity.
- If no LEDs are lit, check the battery or power connection.
- Once powered on, wait 30 seconds and refresh the Nearby list.
Device not appearing in My Devices
Device has not been claimed to your account
My Devices shows only devices claimed to your Kio Cloud account in Device Management. Unclaimed devices do not appear.
- Open Kio Cloud in a browser and go to Device Management.
- Search for the device by its Unique ID.
- If it is not in the inventory, claim it before returning to Kio Setup Manager.
Signed in to the wrong organization
If your credentials belong to one Kio Cloud organization but the device belongs to another, it will not appear in your inventory.
- In Kio Setup Manager, open the account section.
- Confirm the organization name matches the account that owns the device.
- If incorrect, sign out and sign in with the correct credentials.
If the issue persists
If Kio Setup Manager shows an error notification, report it immediately using Instabug — built into the app. Shake your mobile device to open Instabug. It sends app logs and context to Kontakt.io support automatically.
If the device still does not appear after following these steps, contact Kontakt.io support. When submitting your request, include:
- The device's Unique ID (printed on the device label)
- The device model
- A description of what you see in Kio Setup Manager (Nearby tab, My Devices tab)
- Your Kio Cloud organization name