Overview
The auto-config pairing process may occasionally fail due to configuration or network-related issues. This guide outlines the common causes, steps to verify errors, and actions to take when pairing fails.Common Reasons for Auto-Pairing Failure
- Expired API Key The API key used for authentication has expired or is invalid.
- Network Issues Network connectivity problems are preventing the device from reaching the server.
- Exceeded Endpoint Limit The allowed number of registered endpoints for your account has exceeded.
Steps to Troubleshoot
- Check Logs for Errors
- Open the Supervisor App on your device.
- Navigate to the log location (C:\Oloid\Oloid\logs<OloidPasswordlessSupervisor>-<date>.log) where logs are stored.
- Look for error messages related to:
- API key validation
- Endpoint registration
- Network timeouts or server errors
- Verify Network Connection
- Ensure the device has a stable internet connection.
- Retry pairing after confirming connectivity.
- Confirm API Key Validity
- Check the expiration status of the API key in the Tenant Admin Portal.
- If expired, regenerate and apply a new API key. For detailed info, see How to generate API key in Oloid Portal.
- Review Endpoint Limits
- Confirm that the number of registered devices hasn’t exceeded the configured or licensed limit. see Temporary Access Token section in Tenant Admin Portal.
What to Do When Pairing Fails
- If the issue persists after checking the above:
- Save the logs from the Supervisor App .
- Contact Oloid Support with the following information:
- Description of the issue
- Device and app version
- Logs showing error details