> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-09-troubleshooting-salt.md). # Salto BLE does not work in Mobile Connect Diagnose missing, expired, or failing Salto BLE keys in the Mobile Connect app. ### Salto integration in Mobile Connect Salto doors have an extra Salto key associated with them, which comes from the Salto server. This key expires every 7 days and is automatically refreshed via the cloud. The Mobile Connect app can be in four states regarding Salto. ### State A: No Salto key at all The "Open Salto Door" button will not appear in the app. Likely causes: * (a) Access groups are incorrect. The person does not have Salto access. * (b) The Salto server on the site is offline or having problems, for example the Salto encoder is offline. * (c) The site has connectivity issues with the Gallagher cloud. Request a Command Centre server log; it will indicate cloud connection problems. * (d) The phone cannot connect to the Gallagher Cloud (no cellular or WiFi data). Unlikely but possible. * (e) The Salto key is issued in the background and is not immediately available after registration. Normally this occurs within seconds, but cloud connection or Salto server problems may delay it. ### State B: Expired Salto key The app will display that the key is expired. The key must refresh every 7 days through the cloud. Likely causes: * (a) The Salto server is offline or having problems. Check its status from within Command Centre. * (b) The site has connectivity issues with the Gallagher cloud. Check the cloud connection status from within Command Centre. * (c) The phone cannot connect to the Gallagher cloud (WiFi or Cellular data). ### State C: Salto key present but does not work on a particular door Likely causes: * (a) Access groups are invalid for that user on that door. * (b) Salto BLE readers are sensitive to phone placement. The user must place the **back of the phone fully flat** right up against the reader, with no gaps or fingers between the phone and the Salto reader. * (c) Faulty Salto BLE reader hardware. If the reader is not working reliably for **any** phones, it may be faulty and need to be returned. If it works for some phones but not others, the reader is likely OK. ### State D: Valid Salto key, works on other phones but not a specific phone **Likely cause:** some Android phone models (certain Motorola and Samsung models observed) do not reliably wake up the Salto BLE reader due to the physical characteristics of the device. **Background:** Salto BLE readers are battery-powered and powered down most of the time. An internal antenna detects nearby metallic objects to wake up and read credentials. For MIFARE cards, it triggers off the copper loop. For phones, it triggers off a metal case, or for plastic/glass-case phones, the battery. **Diagnostic test:** place a metal object such as a fork on the Salto reader to power it on, then test if Mobile Connect works when the phone is nearby. *** 🔗 **Related** * [Mobile Connect overview](/knowledge-hub/products/cc-hardware/credentials/mobile-connect.md). Which readers Mobile Connect supports. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-09-troubleshooting-salt.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.