Kio Entity Manager shows an error when a workflow cannot finish — for example, when a scanned tag is not in inventory, the asset entity does not exist, or the device has lost internet. This reference lists every error message the app can show, what each one means, and what to do next. The error categories below match the workflow step where each error appears.
Not found errors
These errors appear during verification, when the app cannot find a tag, badge, asset, or staff entity in Kio Cloud. The fix is always the same shape: add the missing entity in Kio Cloud, then retry the workflow.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| Tag ID Not Found | After scanning a tag in Assign Tag to Asset | The tag is not in Device Management inventory | Open Device Management and confirm the tag is in inventory. If not, claim the Order ID from the Kontakt.io packaging or order confirmation email, then retry. See Asset or staff entity not found. |
| Badge ID Not Found | After scanning a badge in Assign Badge to Staff | The badge is not in Device Management inventory | Open Device Management and confirm the badge is in inventory. If not, claim the Order ID, then retry. See Asset or staff entity not found. |
| Asset ID Not Found | After scanning the asset barcode | No asset entity exists in Kio Cloud with that External ID | Create the asset entity in Entity Manager, Company Settings, or the relevant Kio App, then retry. See Asset or staff entity not found. |
| Staff ID Not Found | After scanning the staff barcode | No staff entity exists in Kio Cloud with that Staff ID | Create the staff entity in Entity Manager, Company Settings, or the relevant Kio App, then retry. |
| Device Not Found | After a manual MAC entry | Generic fallback when the entity type cannot be determined | Confirm the MAC and that the device is in Device Management inventory. |
The full description shown on the Asset ID Not Found screen:
The scanned or entered Asset ID does not exist in Kio Cloud.
Tap Back to retry or assign a different Asset ID.
Tag or badge already assigned
These errors mean the tag or badge you scanned is already linked to another asset or staff member in Kio Cloud. To reassign it, an administrator must first remove the existing assignment in Kio Cloud Device Management.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| Tag Cannot Be Assigned | At the end of Assign Tag to Asset | The tag is already assigned to another Asset ID | Tap Assign Different Tag to retry with a different tag, or have an administrator unassign the existing tag in Kio Cloud first. |
| Badge Cannot Be Assigned | At the end of Assign Badge to Staff | The badge is already assigned to another Staff ID | Tap Assign Different Badge to retry, or have an administrator unassign in Kio Cloud first. |
Wrong device model for this workflow
These errors mean the device you scanned is not on the workflow's allow-list. Switch workflows or check the device's model in Device Management.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| Incorrect device model. Please use a {accepted models}. | During the device verification step | The scanned model is not allowed on this workflow path | Switch to the correct path. See Supported tag and badge models for the accepted models per workflow. |
| Incorrect device model. | Same as above, but no model list is shown | Same | Same. |
| Device validation failed. Please try again. | Device exists in Kio Cloud but post-validation rejected it | A configuration mismatch or transient backend issue | Retry the workflow. If it repeats, submit a support request. |
NFC and scan errors
These errors appear on iPhone and Android when an NFC read returns no data, returns unexpected data, or fails to read the tag at all.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| MAC address not detected | During Activate Sticker Tag on Android | The NFC scan returned a tag with no MAC field | Move the phone closer to the tag and retry. If the tag still does not read, use Kio Setup Manager (which supports QR-based activation). |
| NFC Payload Error | During an iPhone NFC scan | The tag was readable but the payload format was unexpected | Try the scan again. If it persists, the tag may be damaged or provisioned incorrectly. |
| NFC Tag Error | During an iPhone NFC scan | The NFC read failed (timeout, antenna position) | Hold the back of the phone directly on the tag and retry. See NFC scan won't read my Sticker Tag. |
| MAC address not scanned (iPhone modal during Assign Tag to Asset) | iPhone NFC read returned no MAC | Tag is missing a readable MAC field | Tap Scan QR code to switch to QR, or Enter MAC manually to type the MAC printed on the tag. |
Camera permission
The camera is required for every QR or barcode scan. These errors mean the OS prompt was declined.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| No Camera Permission | Workflow needs the camera but the OS prompt was declined | Camera permission denied on first prompt | Grant camera access when prompted, or open OS Settings and turn on Camera for Kio Entity Manager. |
| Camera Permission permanently denied | Workflow needs the camera but the OS will no longer prompt | Camera was denied earlier, and the OS suppressed future prompts | Open OS Settings, find Kio Entity Manager, and turn on Camera. Return to the app and retry. |
Connectivity
These errors mean the app could not reach Kio Cloud or could not stay connected to a tag or badge over Bluetooth.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| No Internet connection | During any verification or sync step | The mobile device lost internet, or never had it | Reconnect to Wi-Fi or mobile data and retry. The full message reads: "Your mobile device is not connected to the Internet. Please check your Wi-Fi settings, then retry to connect." |
| Bluetooth is Off | A workflow step that needs to talk to a tag or badge starts with Bluetooth off | Bluetooth is turned off on the device | Turn on Bluetooth in your mobile device's OS settings, then retry. The full subtitle reads: "Bluetooth is currently off. Please turn it on to start scanning for Kontakt.io devices." |
| Connection timeout. Restart your phone's bluetooth. | A Bluetooth step took longer than the timeout window | Bluetooth on the device is stuck, or the tag is out of range | Turn Bluetooth off and back on in OS settings, move closer to the tag, and retry. If the issue persists, contact support@kontakt.io. |
| There was error: code: {code}, message: {message} | A Kio Cloud API call returned a non-success HTTP code | Backend error, possibly transient | Retry. If the code repeats and you have it, include it in any support request. |
| Cloud Verification Failed (iOS) | A verification round-trip to Kio Cloud failed for a reason other than not-found | Backend or session issue | Sign out and sign back in, then retry. If it persists, submit a support request. |
Generic and catch-all
This appears for unhandled exceptions when no specific message applies.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| Error + Unknown error | Any unhandled exception | The app does not have a specific message for what went wrong | Retry. If it repeats, submit a support request and include the exact steps, device, and platform. You can also send a bug report via a two-finger swipe left from any screen, or from the Send bug report button if one appears on the error screen. |
A "success" that may not have synced
Activate Sticker Tag has a silent edge case worth knowing about. If you scan a Sticker Tag that is not yet in Device Management inventory, the workflow still ends at the success screen with Sticker Tag is activated and ready for use, but no update is actually saved.
If you suspect this happened, open Device Management and confirm the Sticker Tag shows the name and note you expect. If it does not, the tag was not in inventory at the time of activation. Claim the device's Order ID, then run Activate Sticker Tag again.
How to send error details to support
For any error, include the following when submitting a support request:
- The exact error title (copy the wording)
- The action you were running
- The Region you were signed in to
- Your platform (iOS or Android), device model, and app version
- Screenshots of the error screen and the workflow step that preceded it
You can send all of the above straight from the app. A two-finger swipe left from any screen opens the in-app bug reporter and attaches screenshots and device logs automatically. The same reporter opens from the Send bug report button on certain error screens (including Tag Cannot Be Assigned and Badge Cannot Be Assigned).