SMB app
Frequently asked questions when troubleshooting the SMB app.
Are there any phone requirements for the SMB app to work?
Users must have a security credential (PIN, fingerprint, face ID) configured on their device before they can complete the SMB FIDO registration process. The registration process may be completed without any security credential configured, but the user will not be able to use the SMB App.
If the user disables or deletes the SMB authorization method (e.g. disables Face ID), the SMB app will display the error:
“Reported logon method cannot be accessed, update settings and relaunch app.”
The user must either re-enable the authorization method or uninstall and reinstall the SMB app and complete the registration process again with an enabled authorization method.
What happens if the user doesn’t get the mobile app invitation?
For new Mobile App invitations, the default settings require SMS verification to confirm the correct phone number. If this SMS message is not received, another invitation can be sent from the Customer App with the 'Require SMS verification' option disabled.
Technical Support have asked for the mobile app log files, how do I get them?
The Mobile App log files can be useful for debugging issues.
Customers can email the Mobile App log file from their device by performing the following:
Log in to the SMB customer app.
Select the menu (stack) icon.
Select Settings.
Select Share Log Files.
Select an email client to send the log file to.
If the Customer cannot log in to the app, they can still share the log file by performing the following:
From the Login screen, select the settings (cog) icon in the top right corner.
Select 'Share Log Files'.
Select an email client to send the log file to.
Enter the recipient email address.
What do I do if the user gets a new phone?
If a user replaces their phone, they will need to register for SMB again. SMB has a feature that allows users to invite themselves to register again.
When they start the SMB app on their new phone, they will be prompted to enter their email and phone number to request a new credential for their new phone. Then, a new credential will be generated, and a new invitation will be sent to the user.
Note: On the request credential page, the phone number must be entered exactly as it was entered when they first registered, otherwise, the invitation email will not be sent. This is a security feature to prevent unauthorized requests.
Is there a web version of the SMB app?
Not sure if you are receiving notifications?
As a Site Manager, you should receive notifications of any incidents on your site, as well as the Late to Arm schedule notification if this is enabled, unless Third Party Monitoring is in place.
If you think you are not receiving notifications, follow the following steps to test:
Firstly, your site must be set to a disarmed state. If it is armed, disarm it.
Select Settings from the menu in the app.
Tap on Late to Arm Schedule and select the Notify managers if site is late to arm check box.
Set the time for today to two minutes from now. For example, if it’s a Tuesday at 02:01 PM, then set the time for 02:03 PM on Tuesday.
If you do not receive the notification within five minutes, the system is not sending notifications to your device. Follow the below steps to fix this.
If you are not receiving notifications
Site Managers that are not receiving notifications will need to uninstall the app and be re-invited. To do this, follow these steps:
Uninstall the Gallagher SMB app from your phone. You must wait five minutes before re-installing it.
Have another Site Manager re-invite you. They need to:
Select Users from the menu in the app.
Select the user from the list you would like to re-invite, and tap INVITE.
Select Use a mobile device.
Tap SEND.
Once five minutes have passed, follow the instructions in the invite email to re-install and activate the app.
The customer has an incident in the SMB app and they can't close it or claim it.
If there is an incident stuck in the SMB app and the customer can't close it or claim it, the SMB Controller must be restarted.
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