Top 5 reasons for offline Doorkeeper

Top 5 reasons for offline Doorkeeper

There are a few common reasons for Doorkeeper to be offline.

If you see an offline Doorkeeper in the Devices section of the Nirovision web app 🖥️, this document can help you diagnose the reason.


🏁 A good place to start is to update the Doorkeeper app to the latest version available - we release frequent updates that include new features and security enhancements.

☎️ You can always find our support team at support@nirovision.com and (02) 8074 5547 during Sydney office hours.


The iPad is out of battery

We recommend that your Doorkeeper is connected to a power source, so it has constant access to power.

If your Doorkeeper iPad runs out of battery, it could be due to a:

  • Lengthy power outage. If your iPad was fully charged when it happened, its battery will last a few hours, depending on how busy your site is. A stop-gap solution is to print out your site's unique static QR to continue to collect registrations.

  • Broken cable (e.g. someone steps on it, furniture on top, torn by the friction between the cable and the case). We recommend 90-degree cables.

  • Incompatible cable. We recommend the use of official Apple products.

  • Broken power outlet. It may be worth plugging it into another power source.

If all of these fail, it may be time to organise a replacement unit. If you purchased your iPad via us, simply message support@ to kickstart the process.


The iPad is not connected to the internet

Doorkeeper requires to be connected to the internet to upload check-in data to the Cloud, download updates to the Identity model and apply any Onboarding and Access Rule updates to your entry flows.

Doorkeeper does not stream video 24/7, it starts recording from the moment the screen lights up when someone gets close enough to it - as defined by thresholds.

💡 If your Doorkeeper is disconnected from wifi and you have your site's static QR enabled, you can continue to collect registrations during the outage. This is highly advisable.

If your Doorkeeper iPad is disconnected from the internet, it could be due to a:

  • Change in your internet network. Try another one if possible. If your site is patchy, 4G iPad.

  • Change your network's firewall settings. Discuss with your IT department to find a solution for this issue.

  • If you've connected your iPad to two wi-fi networks and you have auto-connect settings on both, your iPad may have swapped networks.


Doorkeeper app is not running on the iPad

A Doorkeeper will appear offline in the Devices section of the Nirovision web app 🖥️ if the Doorkeeper application is not running on the iPad - that is, the application is closed, or running in the background.


  • We advise using Guided Access to prevent this - learn how to enable it here.

  • The Doorkeeper app crashed whilst running on the iPad - make sure your iPad iOS and the Doorkeeper app are up to date.

  • For more stringent controls, MDM is recommended.

  • We recommend a secure case for the iPad to prevent tampering - even by mistake, contact us to learn more about Doorkeeper hardware.

iPad is turned off

  • An iPad could be turned off due to having exhausted its battery. Check #1

  • The iPad's temperature got too hot by being exposed to a heat source, to correct this take the iPad away from the heat source to cool it down.

  • Ensure that the Auto-lock setting on the iPad is set to Never.

    • On the iPad go to Settings > Display & Brightness > Auto Lock

    • Select Never

  • We advise using Guided Access to prevent this.

  • For more stringent controls, MDM is recommended.

  • We recommend a secure case for the iPad to prevent tampering - even by mistake.

iPad crashed

There are several reasons that could lead the iPad to crash, some of these may be:

  • iPadOS may be outdated - make sure that your iPad is updated to the latest iOS version.

  • Too little free storage space - to resolve this, uninstall applications you no longer use.

  • Hardware may not meet the minimum requirements to run the app - to resolve this, you may have to consider upgrading to a newer iPad. (Note: our Doorkeeper app runs on 8th generation iPad and newer).

Did you know that we can manage updates for you? Learn more about how MDM works with Nirovision Doorkeeper.


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