If you can't sign in to Kio Staff Safe Alerts, can't act on alerts, or are signed out unexpectedly, find your symptom in this article. Each section describes the likely cause and the steps to resolve it.
For missing or out-of-date alerts, see Troubleshooting: alerts are not appearing or updating.
Before you troubleshoot
Confirm the basics first. These quick checks resolve most issues in under a minute.
- Your mobile device has an internet connection (Wi-Fi or cellular).
- You have the latest version of Kio Staff Safe Alerts installed. See Install Kio Staff Safe Alerts.
- You're using the same sign-in method you use for Kio Cloud in a web browser. For the full sign-in steps, see Sign in to Kio Staff Safe Alerts.
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 profile is missing a role that allows alert response actions.
To acknowledge or resolve alerts, your user profile needs both of the Staff Safe roles:
- Mobile User role.
- Either the Administrator, User, or Alerts User role.
With the Mobile User role only, you can view active alerts but can't acknowledge or resolve them.
Resolution: Contact your User Management Administrator and ask them to confirm your Staff Safe role assignments in the Users app. For more information, see About user access to Kio Staff Safe Alerts mobile app.
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 — see Sign in to Kio Staff Safe Alerts. 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.
The app says "Application Update Required"
The app shows a 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.
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.
- The email address you're using to sign in.
- A description of the issue and the steps you've already tried.