When a locker does not open
Check the assignment, door command, and activity before changing a reservation.
Before you begin
- Note the place, zone, compartment number, and time of the attempt.
- For a booking, confirm its current action and code without sharing the code.
- An operator needs Console access to inspect or send locker commands.
Verified against integrate-nekospaze-app at 5d1abe32660e on 8 September 2026. Command acknowledgement, physical door position, and booking state are separate observations.
Step by step
Check the intended door
Match the compartment to the booking or assignment. At the current kiosk, use the labelled six-digit booking code and check its period. A personal card or building-access scan does not enter this flow.
Separate kiosk and Console control
The current kiosk resolves a resource's open Serial capability and sends it through the native serial bridge. Console's Locker mailbox uses its IoT command API. Identify which path failed before changing device or reservation settings.
Inspect the locker in Console
The operator opens Locker mailbox, selects the correct zone, and filters by type or status if needed. Review the selected locker before issuing any action, especially if more than one row is selected.
Review an authorised open attempt
If site procedures allow it, use the Open action and read its result. Console checks the device command result for an open request. A status change such as Activate is a separate operation.
Check the activity trail
For Console commands, open Locker transactions and narrow the date and zone. Review the recorded action, action result, locker status, and use duration. For the kiosk, also compare its local reservation events with the server booking. Report any disagreement with the physical door.
You’re ready when
The operator can distinguish an assignment problem from a device command or physical-door issue.
Troubleshooting
- Open succeeded but the locker remains reserved
- Open is a door command; it does not complete the reservation or reset occupancy. Finish the handoff using the appropriate reservation workflow.
- The open command fails
- Have the operator check the device connection and installed controller. Include the zone, compartment, time, and error message in the support request. Avoid repeatedly issuing bulk open commands.
- The kiosk reports no open Serial capability
- The installer must verify the resource capability, linked device capability, and command payload for this compartment. Confirm the serial port and controller mapping in Settings before an attended door test.
- The kiosk says success but the door does not move
- A serial send may be accepted without a conclusive door acknowledgement. Check the actual door and controller response; do not clear or complete a booking solely because the screen reports success.
Common questions
- Should I activate the locker to open it?
- No. Activate changes availability; Open sends the physical door command. Choose the action that matches the issue.
- Should I send support my PIN or QR?
- No. Send the booking reference, compartment, time, and error text. Access codes and pass images are not needed in a routine support message.
Still stuck? Tell support what happened and which step you reached.
Email support