If something isn't working as expected in Kio Staff Safe Alerts on your iPhone or iPad, find your symptom in this article. Each section describes the likely cause and the steps to resolve it.
Before you troubleshoot
Confirm the basics first. These quick checks resolve most issues in under a minute.
- You're signed in to Kio Staff Safe Alerts.
- Your device has an internet connection (Wi-Fi or cellular).
- You have the latest version of Kio Staff Safe Alerts installed from the App Store.
I don't see Acknowledge or Resolve buttons on alerts
You see alerts in the list, but the Acknowledge and Resolve buttons are missing on alert rows and on the alert details screen.
Cause: Your Kio Cloud user account is missing a role that allows alert response actions on the mobile app.
To acknowledge or resolve alerts in Kio Staff Safe Alerts, you need both:
- The Mobile User role.
- One of Administrator, User, or Alerts User.
With the Mobile User role only, you can view active alerts but can't acknowledge or resolve them.
Resolution: Contact your Staff Safe administrator and ask them to confirm your role assignments in the Users app.
I'm not getting push notifications
You're signed in to Kio Staff Safe Alerts, but no notification appears when a new alert is triggered.
Work through the checks below in order. Stop when notifications resume.
- Open Settings > Notifications > Kio Alerts.
- Confirm Allow Notifications is on.
- Confirm Critical Alerts is on. Without Critical Alerts, notifications don't override mute or Do Not Disturb.
- Confirm Sounds is on.
- Open Kio Staff Safe Alerts. Sign out, then sign back in. This re-registers the device for push notifications.
- Confirm your device has an internet connection.
If notifications still don't arrive after these steps, see Push notifications in Kio Staff Safe Alerts mobile app for the full configuration reference.
The alert list isn't updating
The alert list shows the same alerts and doesn't change when you know a new alert was activated.
Check the "Last alert list update Ns ago" indicator at the top of the alert list.
| What you see | What it means | What to do |
|---|---|---|
| The indicator updates every few seconds | The app is connected and working. The issue is somewhere else. | If a new alert isn't appearing, confirm the alert was actually triggered (check the Staff Safe web app's List View). |
| The indicator stops updating and turns red after about a minute | The connection to Kio Cloud is interrupted. The app is automatically retrying. | Confirm your device has an internet connection. Try switching between Wi-Fi and cellular. |
| Pull-to-refresh doesn't help | The connection isn't recovering. | Force-close Kio Staff Safe Alerts, then reopen it. |
Alerts show up but with stale or missing locations
An alert appears in the list, but the location is incomplete or doesn't match where you know the staff member is.
Cause: Real-time location updates rely on the same connection as the alert list. If the connection is interrupted, locations may lag or stop updating.
Possible reasons the location is stale:
- Your device temporarily lost its connection. Check the "Last alert list update Ns ago" indicator at the top of the list.
- The staff member's Smart Badge is outside the deployed coverage area. Without coverage, the Badge can't report a new location.
- The Smart Badge is reporting a campus or building you haven't selected.
Resolution: Confirm your device's connection, then pull the alert list down to refresh.
Critical alerts don't play sound when my device is muted
A new critical alert arrives, but your device stays silent because it's on mute or in a Focus mode.
Cause: The Critical Alerts permission in iOS is off for Kio Alerts.
Resolution:
- Open Settings > Notifications > Kio Alerts.
- Turn on Critical Alerts.
With Critical Alerts on, push notifications for critical-severity alerts play sound and appear on the lock screen even when the device is muted or in a Focus mode.
The app says "Application Update Required"
The app shows a full-screen message titled Application Update Required and you can't access the alert list.
Cause: A new version of Kio Staff Safe Alerts is required. Older versions are blocked.
Resolution: Tap Update App to open Kio Staff Safe Alerts in the App Store, then install the update. After the update, sign back in.
There is no workaround. The app blocks all other actions until you update.
I was signed out unexpectedly
The app returned you to the sign-in screen without you tapping Log out.
Cause: Your session reached your organization's automatic sign-out time.
Resolution: Sign back in. Automatic sign-out timing is set by Kontakt.io and varies by organization. Contact Kontakt.io Support if your session is timing out more often than expected.
I can't see resolved alerts in the app
You acknowledged and resolved an alert. Now you want to view the resolved alert and you don't see it in either the New tab or the Acknowledged tab.
Cause: Working as designed. The mobile app shows only active alerts (New and Acknowledged). Resolved alerts are available in the Staff Safe web app.
Resolution: In a web browser, sign in to your Kio Cloud account, go to Kio Staff Safe, then go to Alerts > List > Alerts History.
I can't select more than 10 locations
The location picker stops letting you add more campuses or buildings after 10.
Cause: Working as designed. The mobile app supports up to 10 campuses, or up to 10 buildings within a single campus.
Resolution: Choose the most relevant 10 locations for the area you're responsible for. To monitor more locations, use the Staff Safe Simple View in the web app.
A universal link from email or SMS doesn't open the app
You tapped an alert link in an email or SMS notification and the link opened a web page instead of Kio Staff Safe Alerts.
Cause: Universal links open the mobile app only when Kio Staff Safe Alerts is installed, you've signed in at least once, and the link points to a supported Kio Cloud region.
Resolution:
- Confirm Kio Staff Safe Alerts is installed and you've signed in at least once.
- Open Kio Staff Safe Alerts directly to confirm you can access alerts.
- Tap the link from the email or SMS again.
If the link still opens a web page, copy the alert ID from the link and find the alert in the Staff Safe web app.
If the issue persists
Contact Kontakt.io Support. When you submit your request, include:
- Your tenant ID (the part of your Kio Cloud URL before
.app.cloud). - The app version (shown at the bottom of the alert list).
- The device model and iOS version.
- A description of the issue and the steps you've already tried.
For sign-in problems, also include the email address you're using to sign in.