Issue description
A customer reported an issue where installing a TE10 with an AirPresence Key. The AirPresence key did not pair with the TE10. As an initial troubleshooting step, they restarted the TE10 with the connected Access Point but unsuccessfully; they also reset the TE10 but with the same result. The Access Point, connected to a PC (several), systematically asks to be paired with the TE10. The pairing is not done via the TE10.
Handling process
In order to furher troubleshoot this case we asked the customer about the firmware version of the TE10 and the current status indicator of the AirPresence Key. In addition, we also made sure that the customer followed the AirPresence Key Quick Start in order to see how to pair the AP Key with the TE10.
The customer stated that the AirPresence Key blinked green for more than 20 minutes.
The AirPresence key wasn't detected by the TE10.
We also requested a screenshot from the web interface of the System status menu option:
As per the above picture, the customer was using the firmware version V500R003C20SPC400.
Root cause
The root cause of this issue is that TE10 does not have the appropiate firmware version in order to be compatible with the AirPresence Key.
Solution
The customer needs to perform an upgrade of the TE10 endpoint to make sure it is above V500R003C30SPC600. The latest available firmware version is V500R019C00SPC300. After the customer performed the upgrade of the endpoint, the pairing was done correctly.
