The current Openpath Jira and Confluence instances will be migrated to the MSI On-Premise solution from August 9th-11th, the current platform will be set to read-only and all future usage will be in the Avigilon Instance. Please ensure access to MSI Jira & MSI Confluence, both are accessible through OKTA. For additional information and details please refer to the Atlassian migration page

Avigilon Alta Open iOS mobile app setup and troubleshooting

Owned by Mihai Peteu (Unlicensed)
Last updated: Oct 16, 2024 by Chad Fay
2 min read

Setup

After installing and logging into the Avigilon Alta Open app, you need to enable some permissions before you can use the app. 

To unlock entries using the app

You can open the app to unlock the door or open the app to wave/touch at the door.

To unlock entries without opening the app

  • Enable Bluetooth on your device and allow Avigilon Alta Open to use Bluetooth.

  • Set location permission to Always.

  • Allow Avigilon Alta Open to use Motion & Fitness Activity.

    • Motion & Fitness Activity will put the app on standby when not in use to preserve battery. When testing unlock capability make sure the phone is NOT inactive. Move it around before you attempt to test Wave to Unlock.

  • You can wave to unlock without opening the Avigilon Alta Open app.

Note: Mobile 2FA. When the phone transitions from unlocked to locked, and you try to open the door right away, it still works for about 5-10 seconds. This is known and observed on IOS.

Intercom notifications

  • Double-check that the Avigilon Alta Open app has been updated to the latest version available.

  • Ensure the Avigilon Alta Open app has permission to send notifications and that they are given high priority (time-sensitive) so the phone's focus settings do not suppress them. 

    • Allow Notifications must be enabled

    • Time Sensitive Notifications must be enabled

    • Banner Style must be Persistent

    • Show Previews must be set to Always

 

Troubleshooting

Search through the User Help docs. Many times the answer is simple enough to have its own document.

If you’re having issues with the Avigilon Alta Open iOS App, we recommend you first and foremost send feedback. Sending feedback helps us to narrow down what the problem is and get you up and running. How do I request help from the mobile app?

After sending feedback, we recommend you also try the following:

  1. Make sure your device is running iOS 13.0 or higher.

  2. Verify Bluetooth and location settings are turned on for your device by going to your device’s settings.

    1. If you’re having trouble unlocking Avigilon Alta readers via Bluetooth, refer to iPhone BLE Troubleshooting.

  3. Verify location and Bluetooth services are on for the Avigilon Alta Open app by going to the app settings. Why does the Avigilon Alta Open app need to know my location?

  4. If none of the above steps work, please send feedback again and contact Avigilon Alta Support.