To learn more about the network requirements for our IQ hub, please visit our hardware page.

Please visit our FAQ page to find out what caused your IQ to disconnect from the network and what steps you can take next.

If an IQ is offline, it won’t sync new user information and cause the locks to go offline as well. This means that only users with offline access or regular users can open the locks for a certain period of time. All other users will be rejected by the locks.

To find out more about how our wall readers are performing in harsh weather conditions, please contact our support team.

To find out more about how our wall readers are performing in harsh weather conditions, please contact our support team.

Please visit the hardware page or reach out to Salto support

Please reach out to Salto support

This is dependent on the lock type. In case of a Wallreader with enabled Near Detection Mode it's around 30 cm, with a disabled Wallreader the Near Detection Mode distance is around 15 meters. In case of an escutcheon you need to physically tap the lock wit the back of your phone.

Find your answer here!

Please reach out to salto support since there are multiple possible reasons why a door won't open.

It is possible to make the IQ connect to your WiFi network. There are a few limitations:

• IQ supports WiFi networks only at 2.4GHz (so no 5GHz)

• WEP (not recommended) or WPA2 are supported.

Step 1:

In order to configure the WiFi settings, please open the SALTO KS app on your mobile phone and make sure Bluetooth is enabled on it.

Step 2:

Go to settings (located at the bottom right corner), scroll down a little and select "Enable IQ connection".

Step 3:

Now, press the reset button on the IQ for 2 seconds, until the green light starts flashing every second. You now have 2 minutes to complete the next step.

Step 4:

In the app on your phone press "start" and scan the barcode on the IQ with your camera. This will establish the Bluetooth connection between your phone and the IQ.

Step 5:

Follow the steps in the app to complete setting up the WiFi network connection. When you are done, the IQ will be connected to the network and resume normal operation.

Please note: The WiFi settings will be retained even after resetting or power cycling your IQ, so this process only needs to be completed once for each IQ.

The IQ has different color schemes to indicate certain behavior.

Available colors are:

• Green Flashing every 5 minutes once = All is OK

• Red Permanent = no cellular connection Flashing = poor cellular connection for more than 1 minute

• Purple Permanent = IQ suspended/no subscription Flashing = Node FW is not working properly

• Blue Permanent = Factory mode (not end-user) Flashing = during reboot

• Yellow Flashing 2 sec toggle = No Cloud connection Flashing 1 sec toggle = Router FW is not working properly

• White Permanent = Initialized mode (not end- user)

• Red/Green/Blue Flashing = during reset of IQ

(Reset requires a 8-10 seconds continuous activation of the reset button in the back of the IQ. After a LED flash reset procedure is started. Full IQ functionality back in 2 minutes)

If the IQ stays with Blue Permanent light for a long time, it indicates the IQ is bricked, please contact your installer or the local Salto office.

If you need to replace your IQ (e.g. because of a hardware failure) you can do so by using the 'Replace' button in the site settings. Using this button, you will replace the IQ without the need to detach / re-attach any attached hardware. The new IQ will simply replace the old IQ, including any attached hardware. To replace an existing IQ, simply:

1. Login to https://app.saltoks.com as the owner or the site admin

2. Click on 'Site' > 'Hardware'. Here you will see your IQ, or if you have multiple IQs, you will see a list of your current IQs. In this example, we're going to replace the IQ called 'IQ'.

3. Enter the IQ's activation code and click on the blue 'Replace' button to continue.

4. When the IQ is replaced, present the maintenance card on all the lock to make them connected with the new IQ

Once all the locks are online, your IQ has been replaced successfully!

Any IQ can hold a total of 16 locks at any given time. These locks can be attached directly to the IQ or through repeaters. A total of 6 repeaters can be added to an IQ, either directly to the IQ or in a linked configuration (IQ > Repeater > Repeater) to a maximum of 3 layers. Regardless of the number of repeaters, the maximum number of locks remains 16 per IQ.

By design an IQ is meant to be used indoors and therefore is not suitable to be used outdoors. Some customers who had a requirement for outdoor usage have used outdoor enclosures. Please note however, that a plastic enclosure is recommended over a metal enclosure as metal enclosures significantly reduce the signal strength of the RF signal between the IQ and the locks.

When an IQ is functioning without any issues, it produces a green LED that flashes briefly once every five minutes. If this bothers you, the green, flashing LED indication can be disabled: Login to https://app.saltoks.com and click on 'Site' > 'Hardware' > 'IQs' Then:

1. Click on the 'Actions' button to edit the IQ

2. Uncheck the box 'Green heartbeat'

3. Click on the 'Save changes' to save the changes

The 'green heartbeat' will no longer flash once every 5 minutes!

In order to reset and restore your IQ make sure you have the following: Admin or Owner access to the Site in the Web App and a maintenance card. Once this is done follow the steps below:

1. Ensure the IQ is powered and online.

2. Press the reset button of the IQ for 8-10 seconds, as a result, the LED light will indicate once Red Green Blue light.

Go to app.saltoks.com, login with a site admin account, go to Site -> Hardware -> Find the IQ being reset, and click restore

You have successfully reset and restored your IQ!

The IQ has an RGB LED that is is used to indicate quite a lot of info about the current operational state the IQ is in.

What is your IQ trying to tell you?

• Green flash every 5 minutes - IQ is online and operating normally.

• Red-Green-Blue (3 times flash) - IQ Reset in progress.

• Permanent Blue - IQ is booting. This should change to other behaviour after a little while. If it stays Blue for more than a few minutes, the IQ may be defective. Please contact your supplier if that is the case.

• Blinking Purple every second - No node communication. This means that there might be an issue with the firmware. Please contact support for further assistance.

• Permanent White - First time initialised/ Factory mode.

• Blinking Red every second - No connection to the server. Could be a (mobile or LAN) network issue.

• Blinking Blue every second - The IQ is downloading and installing an update.

• Blinking Green every second - Bluetooth pairing mode is active, the mobile app can connect to configure WIFI or LAN settings if required. If nothing happens, normal operation will be resumed after 2 minutes.

• Permanent Green - Mobile app is connected to IQ over Bluetooth.

• Permanent Purple - No active subscription for this IQ. Subscription is probably expired. If an IQ is removed from a site, this behaviour is also shown.

If the IQ is still functioning and not broken, it is possible. Simply reset the button by pressing the reset button when the IQ is online, and get the help from SALTO Tech support who have a Larry account to decouple the IQ.

This shows the signal strength: Only applicable to an m2m IQ. A Wifi or ethernet IQ always shows a signal strength of 100%

Check your WIFI settings:

Check if the IQ firmware is 9.0.25 and up

WIFI is 802.11bgn on channels 1-11 and 2.4GHz only

Preferably WPA or WPA2 encryption

Check if the Lock is properly detached from the old IQ's by presenting a random Tag to the Lock, the Lock would open if it is in a 'free status'. If the Lock is not properly detached you have to attach the Lock back to the original IQ and detach it properly again.

16 doors per IQ

If this happens, please reach out to our KS Support Team.

To find out more about how our wall readers are performing in harsh weather conditions, please contact our support team.

You will get notified before the lock is starting to run out of battery. The notifications have a veriety from High, normal, low, to very low. It is highly recommended to change the battery before at least the 'very low' notification.

1. Login to your account as the owner or site admin

2. Click on 'Site' then 'Hardware' then click the 'Action' button next to the right IQ
   

3. Click "+lock" button

Whenever a new lock is attached to an IQ, these default settings are applied.

Easy Office Mode: If it is enabled, the user with valid EOM permission will put the lock into EOM mode within the EOM schedule every time he presents his credential. When a lock is in Easy Office Mode and the timeframe ends, it will lock itself automatically.

Open Time: This indicates the amount of seconds the lock will stay unlocked until it is locked again. The range can be set from 1 second to 240 seconds. Open time cannot be disabled.

Audit Trail: If the lock can't connect with the IQ, it will check if a key had access to the lock in the selected amount of days.

Example:

You could use the default setting for the Audit Trail of 7 days. This means that you allow the lock to look back 7 days prior in its audit log to check if the last opening using the credential provided was successful. If that is the case, the user will be granted offline access.

However, if for instance, you have hired employees for a given amount of time and prefer to extend the Audit Trail, to grant them offline access when required, you may adjust the range to 60 days. The Audit Trail can be set from anywhere between 1 day to 255 days.*

* It is advised to be aware of the possible consequences of setting a long time range for the Audit Trail, which may result in giving unwanted access. Whenever the IQ is offline, the offline access would be based on the audit logs. This means that if a user had successful access earlier which was later revoked but the user never attempted to open the lock after that, the access can still be granted depending on the number of days set for Audit Trail. It is possible, therefore, to change these settings based on your preference and according to your needs. It should also be noted that the amount of events that can be stored in the audit trail of a lock is limited and depending on the lock type. This means that locks that see more traffic may not be able to store all audits for the amount of days you select.

To change the lock settings:

The following steps are required to change the settings of a lock:

• Access the account via the Web App i.e. app.saltoks.com and go to the ‘Locks’ section.

• Click on a specific lock to view the ‘Lock details’ page.

• Select ‘Settings’ from the menu tab.

• There, click the ‘Edit’ button in order to edit a lock setting to your preference.

Lock settings have been introduced to give you access to the following features:

• Open time: This indicates the amount of time that the lock will stay unlocked until it is locked again. The range can be set from 1 second to 240 seconds.

• Easy office mode:In ‘Office Mode’, the lock stays unlocked, but now in ‘Easy Office Mode’, it is combined with a set schedule. When a lock is in Easy Office Mode and the timeframe ends, it will lock itself automatically.

• Offline access based on audit trail:This setting is configurable to how many days you wish to allow the lock to look back in its audit log to check for a successful opening using the credential provided. If the opening is detected in the audit log, the user will be granted offline access. The range of the Audit Trail can be set from anywhere between 1 day to 255 days.

The lock settings can be managed by Site owners or Site admin.

There are default lock settings available which are pre-determined settings for you to implement. These settings can be adjusted according to preferences, although this can be done within the given range.

For instance, if you would like to use the ‘Open Time’ setting (i.e. the amount of time that the lock will stay unlocked until it is locked again), you can either customize it within the range of 1 second to 240 seconds, or you may opt to keep the default lock setting which is 7 seconds.

The following default lock settings are available:

• Open time: The default setting for open time is 7 seconds.

• Easy Office mode: Already exists by default.

• Offline access based on audit trail: The default setting is 7 days.

  Example:You could use the default setting for the Audit Trail of 7 days. This means that you allow the lock to look back 7 days prior in its audit log to check for a successful opening using the credential provided. If the opening is detected in the audit log, the user will be granted offline access.

  However, if for instance, you have hired employees for a given amount of time and prefer to extend the Audit Trail, to grant them offline access when required, you may adjust the range to 60 days. The Audit Trail can be set from anywhere between 1 day to 255 days.*

  * It is advised to be aware of the possible consequences of setting a long time range for the Audit Trail, which may result in giving unwanted access. Whenever the IQ is offline, the offline access would be based on the audit logs. This means that if a user had successful access earlier which was later revoked, the access can still be granted depending on the number of days set for Audit Trail. It is possible, therefore, to change these settings based on your preference and according to your needs.

The lock settings may be easily changed in the SALTO KS Web App.

The following steps are required to change the settings of a lock:

• Access the account via the Web App i.e. app.saltoks.com and go to the ‘Locks’ section.

• Click on a specific lock to view the ‘Lock details’ page.

• Select ‘Settings’ from the menu tab.

• There, click the ‘Edit’ button in order to edit a lock setting to your preference.

There are a variety of locks that are compatible with the SALTO KS site. In general there are 3 types of locks that can be used:

1. Cylinders: There are various cylinders available with different inside mechanisms, compatible with a wide range of doors and locking systems.

2. Escutcheons: These are especially suitable for in-house doors, e.g. for individual offices or meeting- and / or storage rooms.

3. Wall readers: Suitable for high traffic- and /or automatic doors; most used for automatic (rolling) doors and main entrance doors.

To check which type of locks are most suitable for your situation, please contact an installer who will be more than happy to assess what the best solution is for your office or home!

PLEASE NOTE:

Replacing batteries, especially of cylinder type locks, requires special tooling and is usually done by a certified installer. If you don't know who your installer is or want to find a new one, please locate a dealer using the tool on the "Get in Touch" page.

If you are equipped with the proper tool:

Use the cylinder tool to open the head of your cylinder. Pull the white tab to remove the battery. Replace the battery with a new one.

When you put in the battery, you should hear 2 short beeps. If you don't hear the beeps, check if you inserted the battery correctly. Close up the head of your cylinder using the tool.

To change the batteries of your escutcheon, remove the back panel of the escutcheon. Once you have removed the back panel replace the three batteries with new ones.

When you put in the battery, you should hear two short beeps. If you don't hear the beeps, check if you inserted the battery correctly. Close up the back panel.

To check the lock firmware, please contact our SALTO KS support team.

With a cylinder tool such as below you are able to open your lock and change the batteries.

In most cases it doesn't. In doubt please reach out to Salto support for instructions.

Find your answer here!

Find your answer here!

1. Login to your account as the owner or site admin

2. Click on 'Site' then 'Hardware' then click the 'Action' button next to the right IQ

3. Click "+lock" button

For cylinders this can be found below the batteries in the knob set of the cylinder. With escutcheons, lift of the plate on the back and the MAC address will be on the grey wireless module, on top of the batteries.

1. Now, enter a name for the lock

2. Enter the mac address or device ID from the lock, then press "Next"

3. Open Salto KS app, and find the right IQ, and press "Get code"

4. Enter the 5 digit code into the website.

5. Follow the instructions from the website, present the maintenance card on the locks, after the LED has blinked orange followed by green, press Done.

Login to your SALTO KS account on app.saltoks.com as the site owner or site admin, then:

1. Click on 'Site'

2. Click on 'Hardware'

3. Click on '+ IQ' to add a new IQ to your site

4. Enter a name for your IQ

5. Select the time zone

6. Enter the activation code from the IQ

7. Click Add

Done! Your IQ has been successfully added to your site!

To add a new tag to your site, follow the steps below:

Login to your SALTO KS account on app.saltoks.com as the site owner or site admin, then:

1. Click on 'Site'

2. Click on 'tags'

3. Click on '+ Add tag' to add new tags to your site

4. In the next pop-up box, select any of the locks added to your site to use as 'card reader' for the tags you want to add and click 'Start'

5. From the moment you click 'Start' you have 120 seconds to 'read' the tags you would like to add to your site

You can 'read' a tag by holding the tag in front of the lock you have selected. The lock will blink red and the tag will be registered to your site. The added tags will be visible in this screen as soon as the lock you have selected has successfully read them.

The locks are now ready to be assigned to Users. This can be done in the 'People' screen of app.saltoks.com.

Tip; A tag that has already been added to another site will not show up as a newly added tag. Tags can only be added once, and is always owned by one site. However a user in multiple sites can use the same tag for door openings in all the sites.

To add a new Repeater to your site, follow the steps below:

Login to your SALTO KS account on app.saltoks.com as an Owner, then:

1. Click on 'Account'

2. Click on 'Hardware' and then on 'Repeaters'

3. Click on '+ repeater' to add a new repeater to your site

4. Enter a name for your Repeater and click on the green 'V' to continue

5. Enter the Repeater's MAC address and click on the green 'V' to continue

6. Check the mobile phone number and click on the green 'V' to receive the registration code via SMS

7. Enter the registration code that you received via SMS message

Done! Your Repeater has been successfully added to your site!

If the blink interval is short, it means that the battery of the lock is empty, or that there is a communication problem between the reader and the controller. To investigate this problem further, please reach out to our support team.

In order for a tag (or any other type of credential) to be able to open a lock, all access rules have to be defined correctly.

Please check whether:

1. The lock is part of an access group.

2. The lock is online (this is visible on the locks overview page)

3. The user is part of the access group.

4. The time schedule as specified in the access group is valid at the moment of testing.

Please reach out to Salto support if following these steps did not solve your issue.

Oh no! Please follow below steps:

1. Transfer site ownership to a (temporary) new user in another site
   

2. Un-assign the tag in the original site
   

3. Transfer back ownership

Check if the user is added to the correct access group to which the lock belongs. Feel free to contact us for more guidance.

How is the battery life measured?

3: Fresh
2. Good
1: Low
0: Very low

What does it mean when the lock receives a low battery warning-event?

When a Low battery-warning event is received from the lock it means the battery is low. When that event is received an email is send to the User warning them about the low battery.

Recommended batteries for Escutcheon type locks:

• Duracell Plus Power AAA (MN2400)

• Simply Duracell AAA (MN2400)

• Varta High Energy AAA (04903)

• Varta Longlife AAA (04103)

• Varta Industrial AAA (04003)

Recommended batteries for cylinders:

• Varta Professional Lithium CR2 (6206)

• Duracell Ultra CR2 Lithium (DLCR2)

Before removing an offline Lock please note that:

1. A removed offline Lock is not usable in another environment.

2. The IQ the Lock was attached to is online

3. The IQ is activated in the user's app (valid user/a Site owner/admin)

4. Find the Lock and attached IQ in the System by going to Account > Hardware > Doors. Find the Lock and attached IQ in the System. Note their names and MAC address.

Detach the Lock from the IQ by going to:

1. Account > System > Select IQ

2. Edit, then select the Lock, click Edit

3. Select Detach, click Move, save in IQ

4. Go to your SALTO KS app, find the IQ, generate the Code, enter the Code in app.saltoks.com

5. The System will confirm the Lock is detached