General FAQ

Installation: Connecting

• How do I connect with an SR device?
  
  In order to operate an SR device you must first connect it with your Smartphone using SecuRemote Smart Application. To do this, make sure your Smartphone Bluetooth is turned ON, the SR device is powered ON, and that both devices are within direct operation range. Refer to the SR device manual.

 

• I am not able to Connect with an SR device. What should I do?

1. Make sure your Smartphone Bluetooth is turned ON, the SR device is powered ON, and that both devices are within direct operation range.
2. Turn OFF Bluetooth of your smart phone and Turn ON again.
3. Now try to connect with SR device again.

• My iPhone® shows that the Bluetooth® is connected but the SecuRemote® device shows that the device is not connected.

This is an issue with the Bluetooth® functionality of your iPhone®. Turn the Bluetooth® off and then on from the Bluetooth® from the Bluetooth® setting screen. Now try to re-connect your Bluetooth®. Please refer to your smartphone user manual for further information.

• How do I connect again with SR Device after Factory Reset?

1. Make sure your Smartphone Bluetooth is turned ON, the SR device is powered ON, and that both devices are within direct operation range.
2. Operate SR Device with Lock/Close or Unlock/Open or Status commands using Home Screen Menu.
3. All the settings of SR device will set to factory default.

• How do I connect again with SR Device after Re-Installing the App?

1. User has to add SR Device again with SR Smart App. Read user manual for detailing.
2. “Choose Existing Account” option to register SR device.
3. Make sure your Smartphone Bluetooth is turned ON, the SR device is powered ON, and that both devices are within direct operation range.
4. Operate SR Device with Lock/Close or Unlock/Open or Status commands using Home Screen Menu.

 

General Operation: Settings

• How to change the User PIN? 
  
  Follow the below steps to change User pin.

1. Launch SR Smart App, Press Settings -> SR Smart App Settings option.
2. Select Set User PIN option "Settings" -> "SR Smart App Settings->Set User PIN".
3. Enter default User PIN (1234) when prompted.
4. Enter your new User PIN, confirm PIN and press "Save" button.

• What to do if a user forgets the User PIN? 
  
  Follow the below steps user forgets the User PIN or Administrative PIN.

1. Delete/Remove SR Smart App from your Smartphone.
2. Install SR Smart App from Apple or Play Store.
3. Add SR Device using SR Smart App. Refer user manual for detailing.

• Who can change User PIN? 
  
  User who knows the current User PIN can change it.

 

• How to set Sound Notification? 
  
  Follow the below steps to set Sound Notification. Sound will be played in your smart phone while connect, disconnect or failure with SR Device.

1. Launch SR Smart App, Press Settings -> SR Smart App Settings option.
2. Enabled/Disable Sound Notification "Settings" -> "SR Smart App Settings->Sound Notification".
3. Enabled/Disable Sound Notification and press "Save" button.

• How to change alias name of the SR Device? 
  
  Follow the below steps to change alias name of SR Device.

1. Launch SR Smart App, Press Settings -> SR Device Settings option.
2. Give or change name of device as per your choice "Settings" -> "SR Device Settings->SR Device Name".
3. Enter name as per your choice and press "Save" button.

• How to change settings of the SR Device? 
  
  Follow the below steps to change settings of SR Device.

1. Launch SR Smart App, Press Settings -> SR Device Settings option.

NOTE - You must need to pair with SR Device first.

1. Change or Update settings of SR Device as per your choice "Settings" -> "SR Device Settings->SR Device Settings".
2. Change or Update settings of SR Device as per your choice and press "Save" button.

• How can I see audit trail of the SR Device? 
  
  Follow the below steps to see audit trail of SR Device.

1. Launch SR Smart App, Press Settings -> SR Device Settings option.

NOTE - You must need to pair with SR Device first.

1. Press on Audit Trail button "Settings" -> "SR Device Settings->Audit Trail".
2. You can see the listing of operation executed on SR Device.

• How can I get the SR Device Specific Information? 
  
  Follow the below steps to get SR Device Specific Information.

1. Launch SR Smart App, Press Settings -> About SR Device" option.

NOTE - You must need to pair with SR Device first.

1. Press on About SR Device "Settings" ->About SR Device".
2. You can see the listing of SR Device specific Information.

 

• How can I delete the SR Device from my account? 
  
  Follow the below steps to delete the SR Device from your account.

1. Launch SR Smart App, Press Settings -> SR Device Settings option.
2. Press on Delete SR Device "Settings" -> "SR Device Settings->Delete SR Device".
3. You need to validate with your email id and password. After validation SR device will be removed from your account.

General Operation: SR Devices

• How to add SR device? 
  
  Follow the below steps to add SR Device.

1. Launch SR Smart App, Press Devices -> Add SR Device option.
2. You can add SR Device using one of the three methods mentioned in Add SR Device screen. Read user manual for detailing.

• If you cannot operate a device?

1. Make sure your Smartphone Bluetooth is turned ON, the SR device is powered ON, and that both devices are within direct operation range.
2. Turn your Smartphone Bluetooth OFF and ON again.
3. If you are not an authorized User, please contact the Administrator of that device for more information.

• How to check the status of a device in direct mode?

1. Make sure your Smartphone Bluetooth is turned ON, the SR device is powered ON, and that both devices are within direct operation range.
2. Launch the SR Smart App and press "Status" button at the right-top corner of the SR App home screen.

• How to switching between SR Devices?

1. Launch the SR Smart App and go to the "Devices" menu.
2. Select the SR device from the device list.

• Why does it show “Online Authorization” whenever I operate the SR device?

There could be two possibilities of online authorization

1. Either you have more than 10 users in your account
2. A schedule has been set by Admin user to operate device during specific time

 

• When I try to operate SR device, it shows “SR device has been Factory Reset…”

It means that SR device is set to factory default and set as fresh as a device. If you have access to QR tag or SR device label then add that device again into your account otherwise, please contact admin of that SR device.

General Operation: Users

• How to add New User? 
  
  Follow the below steps to add New User.

1. Launch SR Smart App, Press Users -> Access Devices -> Invite Access Device option.
2. You can add a user through anyone of the following options:
• Select from Contacts: You can select contact from Phonebook directly.
• Type In: You will need to enter user information manually.
3. You will be asked to send Invite Code via Email or SMS to the user. If you want to inform this user that he/she is authorized to operate this device and prompt them to download the SR App from the embedded link press "YES" otherwise press "NO" button. Note: This option is available only on cellular enabled devices. Standard SMS messaging rates may apply.
4. Press "Get Invite Code".

• How to add Keyfob? 
  
  Follow the below steps to add Keyfob.

1. Launch SR Smart App, Press Users -> Access Devices -> Add Keyfob option.
2. Hold your smart phone and Keyfob within a range of one foot.
3. Press and hold one of the buttons of Keyfob for 5 seconds.
4. SR Smart App will search Keyfob.
5. SR Smart App will add and register Keyfob to user account.
6. Keyfob is activated to work with SR Device.

• Can I configure a keyfob to work with multiple SR Devices? 
  
  Yes, you can configure a SR keyfob with multiple SR Devices. Each one of the 4 keyfob buttons can be configured to operate a specific SR Device.

 

• I have configured keyfob successfully and it shows on SR Portal also but I could not operate SR device

 

Make sure that you are within range of SR Device

 

• How many users are supported in SR Device?

All SR Devices support maximum 10 users. If you want to add more than 10 users, then all users will be treated as online users (Internet connection will be must for user authorization to operate SR device). To know about additional user charges please call support.

 

• How to delete User? 
  
  Follow the below steps to delete User.

1. Launch SR Smart App, Press Users -> Access Devices -> Select User from User Listing option.
2. Press Delete Access Device button.

• How to get listing of Invited User? 
  
  Follow the below steps to get listing of Invited User.

1. Launch SR Smart App, Press Users -> Access Devices option.
2. Wait for some time as SR Smart App will getting user listing from SRP.

• What does "Accept Invitation" mean?
  
  In order for a new user to operate a device authorized by the Administrator, the user must first accept the invitation sent to them via email or SMS. The invitation message also contains the Invitation Code, a 7-digit code, that the user will be prompted to enter upon setting up the SR Smart App or attempting to pair with the SR device that has been authorized to operate.

General Operations: Security

• What if a user loses their Smartphone?
  
  Delete or Remove this user so that this Smartphone can't operate any associated SR Device. Once the user is deleted from the SR Devices, their Smartphone will not be able to operate it.

• What if an Admin user loses their Smartphone?
  
  When Admin lost their Smartphone there are two options

• Admin again register old device in new smartphone with "Choose Existing Account" option then App display message "The SecuRemote device is already registered to this account". And after re-launch app user also get device in new smartphone but in this case both smartphone have Admin rights for that same device. So Admin needs to delete lost smartphone from user list. Existing users will remain same.
• Second option is Admin can register SR device in new account by selecting “Create New Account” option. Registered user will delete from SR device.

• What if an authorized keyfob is lost?
  
  User needs to remove Keyfob from SR Device. Once the SR keyfob is removed, it will not be able to operate SR Device. Follow the below steps to remove Keyfob.

1. Launch SR Smart App, Press Users -> Access Devices -> Select Keyfob from User Listing option.
2. Press Delete Access Device button.

• What if the battery is critically low and the user is outside without the key?
  
  Use a 9V battery as emergency power, hold the battery contacts on the contacts on the Lock faceplate and operate the lock with the SR App as usual. If you don't get power the first time, just reverse the battery contacts.

 

• I received an error for “maximum allowable users are added” when trying to add new user what I should do?

SecuRemote® allows a maximum of 10 users including the Administrator. If the Administrator wants to add a new user, the Administrator needs to delete any existing user or edit any existing user with the new user information.

General Operations: Others

• Why SR Device is added or removed automatically from my smartphone? 
  
  This case will be observed in case of invited users. If Admin will add or remove SR device in his/her account, then it will be affected in invited users. This process is running in back ground so it will be affected when SR Smart App will get data from SRP.

 

• Why I am getting Unauthorized User Error? 
  
  This case will be generated if Admin has deleted/removed SR Device or User. Invited user will try to operate SR Device, which is deleted/removed by Admin, and then Unauthorized User Error will come.

 

 

• Why I am not able to add keyfob? 
  
  Only Admin user can able to add and configure Keyfob. If you are invited user, then you will not able to do it.

 

• I have replaced batteries recently and it shows 0% battery in application

Please check batteries mounting and make sure none of them is mounted reverse.

 

General Operations: Push Notifications

 

• How to set push notifications for my SR Device?

 

Log in to your existing SRP account by visiting http://portal.securemote.com. If you have not created an SRP account yet, please see the please see the SecuRemote Online section for instructions.

Go to My Account -> Notifications -> Press Create New Notification section. Portal will guide you for the same.

 

• I cannot find my user device on Portal?

 

Please add your SR Device in SR Smart App. The App will register your push notification information to portal. If you have done it then please kill the app and launch it again.

 

• I cannot receive any push notification for subscribed event for mobile device?

 

To receive push notification, you must have fulfill below criteria:

• Your mobile device's Internet connectivity should be ON. To verify Internet connectivity of mobile, please launch safari or any browser and try to access any web page.
• Notifications must be on in your mobile device.
• iOS Users - Go to Notifications -> SR Smart -> Allow Notifications must be ON. "Alert Style When Unlocked" must not be "None".
• Android Users - Go to Settings -> Apps -> SR Smart -> Show Notifications must be ON.
• iOS Users - SR Smart App must not be open or active. SR Smart App's any screen must not be visible or in front to user mobile.