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Asset or staff entity not found

A workflow shows Asset ID Not Found, Staff ID Not Found, or Tag ID Not Found during verification and stops. The app cannot confirm the entity or device exists in Kio Cloud. Kio Entity Manager does not create new entities — asset and staff entities must exist in Kio Cloud with the right External ID before the workflow can finish.

Tag or badge not in inventory

If the app shows Tag ID Not Found or Badge ID Not Found, the device has not been claimed into Device Management.

  1. Open Kio Cloud and go to Device Management.
  2. Search for the tag's or badge's unique ID or MAC.
  3. If the device is not in inventory, claim the Order ID from the Kontakt.io packaging or order confirmation email in Device Management. Claiming the order adds all of its devices to inventory.
  4. Once the device appears in inventory, return to Kio Entity Manager and run the workflow again.

Tag model is not accepted on this path

Each workflow allows a specific list of models. A Nano Tag scanned on the Sticker Tag path fails because only Sticker Tags are accepted there.

  1. Confirm which path you are on. On iPhone, Sticker Tag accepts only Sticker Tag; Other Tag accepts Asset Tag 2, Asset Tag 2 Mini, Nano Tag, Nano Tag IR, and Nano Series. On iPad, the Other Tag path accepts every model including Sticker Tag.
  2. Cancel the workflow and select the right path.
  3. If the model should be supported and is not, see Supported tag and badge models for the authoritative list.

Asset entity does not exist

The asset entity must exist in Kio Cloud with the External ID you scan. If the app shows Asset ID Not Found, the External ID has no matching entity.

  1. Open Entity Manager, Company Settings, or the relevant Kio App (Asset Tracker, IV Pump, Wheelchair Manager, or other).
  2. Search for the External ID printed on the asset.
  3. If the entity is missing, create it. Asset entities cannot be created from Kio Entity Manager.
  4. Return to Kio Entity Manager and run the workflow again.

Note: External IDs are case-sensitive on some Kio Apps. Match the printed barcode exactly.

Staff entity does not exist

The staff entity must exist in Kio Cloud with the Staff ID you scan. If the app shows Staff ID Not Found, the Staff ID has no matching entity.

  1. Open Entity Manager, Company Settings, or the relevant Kio App (Staff Safe or other).
  2. Search for the Staff ID printed on the employee badge or card.
  3. If the entity is missing, create it. Staff entities cannot be created from Kio Entity Manager.
  4. Return to Kio Entity Manager and run the workflow again.

Note: Staff entities also feed the Kio Nurse Assistant mobile app. For Kio Nurse Assistant access, the staff entity's Unique Ext ID must equal the Staff ID and be 35 characters or fewer.

Wrong workflow for this entity

If an entity exists in the system but the app cannot find it, you may be running the wrong workflow. Assign Tag to Asset verifies the asset side; Assign Badge to Staff verifies the staff side. The two are not interchangeable — a staff entity is not found by the asset workflow, and vice versa.

  1. Confirm whether the entity was created as an asset or as a staff member.
  2. Exit the current workflow and tap the correct action on the Select Action screen.

If the issue persists

If the entity still cannot be found after the steps above, report the issue from inside the app. A two-finger swipe left from any screen opens the in-app bug reporter, which attaches app logs and device context to the report automatically.

If you contact Kontakt.io support, include:

  • The action you were running (Assign Tag to Asset, Assign Badge to Staff, or Activate Sticker Tag)
  • The exact value you scanned or entered for the Tag ID, Asset ID, or Staff ID
  • A screenshot of the error message
  • The Region you signed in to

Submit a support request