Kio Entity Manager shows an error when a workflow cannot finish. For example, when a scanned tag is not in device inventory, the asset entity does not exist, or the mobile device has lost internet connection. This reference lists each error message, 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 – 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. |
Example: Asset ID Not Found error:
- 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 indicate the tag or badge you scanned is already assigned to another asset or staff member.
| 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 assign a different tag you have on hand. Optionally, only if confirmed the scanned tag is not in use by asset, unassign the scanned tag from its current assigned Asset ID in Kio Cloud and retry. |
| 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 assign a different badge you have on hand. Optionally, if confirmed the scanned badge is not in use by a staff member, unassign the scanned badge from its current Staff ID in Kio Cloud and retry. |
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 supported for the workflow | Switch to the correct 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 requires 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 indicate the app could not connect to Kio Cloud or could not stay connected to a Kontakt.io device over Bluetooth. If any of these errors persist, submit a support request.
| Error title | When you see it | Cause | What to do |
|---|---|---|---|
| No Internet connection | During any verification or sync step | The mobile device has lost internet, or never had a connection | Reconnect to Wi-Fi or mobile data and retry. The error message: "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 requires a Bluetooth connection to the Kontakt.io device | Bluetooth is turned off on the mobile device | Turn on Bluetooth in your mobile device, then retry. The error message: "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 mobile device is not responding, or the Kontakt.io device is out of Bluetooth range | Turn Bluetooth off and back on, move closer to the device, and retry. |
| There was error: code: {code}, message: {message} | A Kio Cloud API call returned a non-success HTTP code | Backend error, possibly transient | Retry. |
| Cloud Verification Failed (iOS) | Synchronization to Kio Cloud failed for a reason other than not-found | Backend or session issue | Sign out and sign back in, then retry. |
Non-specific error
This appears for exceptions when no specific message is displayed.
| 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, the Kontakt.io device, and mobile 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. |
Activate Sticker Tag: A "success" that may not have synced
The 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, you will receive a success message that the Sticker Tag is activated and ready for use, but the activation is not synchronized with the Kio Cloud account.
If you suspect this happened, open Device Management and go to Tags. Confirm the Sticker Tag is listed along with a note you expect. If the tag is not listed, it was not in inventory at the time of activation (order ID was not claimed). From Device Management, claim the order ID and then complete the Activate Sticker Tag again.
How to share error details with Kontakt.io support
You can share error details directly from the app.
- A two-finger swipe left from any screen opens the in-app bug reporter and attaches screenshots and device logs automatically.
- Some errors also have a Send bug report button (including Tag Cannot Be Assigned and Badge Cannot Be Assigned).
You can also submit a support request for assistance.
It's helpful to include following:
- The exact error message
- The action you were completing
- Your account Tenant ID and region
- Your mobile device platform (iOS or Android), device model, and app version
- Screenshots of the error screen