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Troubleshooting

When setup or API-to-device communication fails, start with the basic connection requirements before changing device configuration.

Basic checks​

Confirm that:

  • the Parklio Product or Parklio Brain is powered;
  • the phone is close enough to the device during Bluetooth setup;
  • Bluetooth is enabled;
  • Parklio Connect has the required permissions;
  • location services are enabled;
  • internet connectivity is available during initial registration;
  • the correct PMS/API account is being used;
  • the Product is assigned to the expected Zone;
  • the Gateway is assigned to the expected Lot;
  • an API token has been created if you need to call the Parklio API (login alone is not enough for API access);
  • you understand that creating a new authentication token invalidates the previous one, which signs out any client still using the old token.

If an operation times out or the Product disconnects, disconnect from the device and establish the connection again before retrying the command.

Common Parklio Connect issues​

  • Bluetooth unavailable — Enable Bluetooth. If Bluetooth is already enabled, restart Parklio Connect and then restart the phone if necessary.
  • Location not enabled — Grant location permission to Parklio Connect and enable location services.
  • Scan failed — Retry the scan. If the problem continues, restart the app and phone.
  • Product disconnected / not connected — Reconnect to the Parklio Product before issuing another command.
  • Device busy — Wait for the current operation to finish before sending another command.
  • Invalid guest key — Request a new guest key.
  • Time not set — Connect to the Product using the administrator account and allow Parklio Connect to synchronize the device time.
  • Master key not set — Add the Product again through Parklio Connect and reconnect.

Product does not appear in the expected account​

Check the account hierarchy.

A Product must be assigned to a Zone inside the expected Parking Lot, while a Gateway is assigned directly to the Parking Lot.

API command is accepted but the Product does not move​

Product state-change commands are asynchronous.

If the API returns Emit Successful with an event_id, the command has been sent to the Gateway. Completion is reported through a lot_change event with the corresponding event_id.

If the operation cannot be completed, a gateway_error event is triggered.

See Triggering a Product state change.

Gateway connectivity​

For Gateway-controlled installations, verify that the Gateway is online.

If the Gateway is offline, remote API and PMS operations cannot reach the Bluetooth Product.

Also check Gateway-to-Product BLE signal strength. For reliable communication, the signal should be stronger than approximately -90 dBm.

If the signal is weak, check:

  • distance between the Gateway and Product;
  • walls or ceilings between the devices;
  • metal cabinets or structures;
  • other physical obstacles that may affect Bluetooth communication.

Parking Detection data is not updating​

If parking-place occupancy data stops updating, first verify the state of the Parking Detection Gateway.

When the Parking Detection Gateway becomes unavailable, a Parking Detection Gateway state-change event is emitted. The last known parking-place state and camera frames remain available.

See Parking Detection Gateway State Change Event.

Check physical device issues​

PMS can report physical Product problems through the Product Issues panel.

Common alerts include:

  • Jammed — inspect the device for a physical obstruction and clear it before operating it again.
  • RTCC Invalid — the device clock has reset, usually after power loss; connect with Parklio Connect to update the time.
  • Battery Empty — recharge or replace the battery as required.
  • Sensor Dirty — clean the relevant sensor so detection and automatic operation can work correctly.

If the issue remains after these checks, contact Parklio Support at support@parklio.com.