If alerts are missing from Kio Staff Safe Alerts mobile app, aren't refreshing, or show the wrong location, find your symptom in this article. Each section describes the likely cause and the steps to resolve it.
For sign-in and role problems, see Troubleshooting: sign-in and access.
Before you troubleshoot
Confirm the basics first. These quick checks can resolve most issues.
- You're signed in to Kio Staff Safe Alerts.
- Your mobile device has an internet connection (Wi-Fi or cellular).
- You have the latest version of Kio Staff Safe Alerts installed.
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 activated and that its within the locations you selected. |
| 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 mobile device has an internet connection. |
| 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 mobile device temporarily lost its internet 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.
No campuses are available to select
You sign in successfully, but the location selector is empty and shows There are no campuses available for your account. No alerts appear.
Cause: Your user profile has no campus access. Campus access is separate from your assigned roles, so a responder with the correct roles can still have no campuses.
Resolution: Contact your User Management Administrator and ask them to add campus access to your user profile. For more information, see About user access to Kio Staff Safe Alerts mobile app.
A campus is missing from the location picker
The location selector opens, but a campus you expect to monitor isn't listed.
Cause: Your user profile provides access to specific campuses rather than all campuses. The selector lists only the campuses available to your profile.
Resolution: Contact your User Management Administrator and ask them to confirm which campuses your user profile provides access to.
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 Kio Cloud, go to Kio Staff Safe, then go to Alerts > List > select Alerts History.
I can't select more than 10 locations
The location selector stops letting you add more campuses or buildings after 10.
Cause: Working as designed. The 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.
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 operating system version.
- A description of the issue and the steps you've already tried.