Questions About The HID Mobile Access App for Door Access (Scroll down for other Crown Apps)
Where to I get the app for my smart device?
-You will be sent an invitation from helpdesk@crown.edu that includes instructions on how to get the app and a one-time setup code to enable it on your device. Finding and downloading the app on your own will not work. You need an invitation email.
-The app does not give you access, it just allows the access you are granted by housing to be enabled on your device.
-Students: the Check In process must be complete before access will work on your device
Does my app need to be open to work?
-No, but you need to have the "Allow Mobile Access When" setting set to "always" if you want it to work while the app is in the background.
How do I avoid this app draining all my battery?
-The app can be turned off when not in use. Turn it on before arriving at a door so it is ready when you need it. Turn it off after that if you want to conserve power. Some devices will show which apps are drawing the most power. Check that in your settings to see how this app compares to others with battery use.
What’s the difference between location ALWAYS on or only when using the app?
-ALWAYS will allow the app to run in the background and provide access service while it is running, and not active.
What do I do when my phone stops working?
-Restarting your phone weekly, keeping current on updates, having a routine charging schedule, shutting down unnecessary apps are all ways to improve the reliability of your device. If your phone is non-operational, please visit the Crown IT Helpdesk at S103 for recommendations on how to get repairs. We can help make other arrangements for door access while your phone is being repaired.
What do I do if my app stops working?
-Make sure you do not have any other Tap and Pay cards close to the phone. Shut down other apps on the device. Completely power-off the device, wait a minute and restart. Re-start the app and try again. What needs to be turned on for this app to work?
-Bluetooth needs to be on. The device must support NFC (near field communication). The setting "Allow Location Access" only needs to be on "always" if you want the app to work in the background. If you select "while using the app" then the app will need to be open to work. HID Mobile Access does not track your physical location but the app uses location services features to detect when you are in close proximity of supported readers.
Can it work when my phone is communicating with another Bluetooth device (ie. Airpods)?
-Yes, the app supports operation of other Bluetooth devices while operating. The Beat Goes On.
Does this app operate differently on different types of phones?
-Not all phones, models and users of the devices are the same. The device needs to support NFC, Bluetooth and have the compute power and space to support that app. Other apps may interfere. Visit the Helpdesk so we can help determine why your device is not functioning.
If I do not have a phone for a period of time due to an unexpected malfunction, how will I access the building?
-Visit the Helpdesk so we can make other arrangements. Your roommate, RA or other Student Life staff will have the ability to help after hours.
How close does my phone have to be to the reader to open the door?
-Within six inches is a good rule, but devices have varying NFC power abilities. You may need to experiment to find the distance that works for your device. Some Android devices need to be rotated or twisted to activate the reader.
What do I do if an error alert shows up on my phone when I’m trying to access the building?
-Write down or screen shot the error and send it to helpdesk@crown.edu Close all apps, reboot the phone and try again. It is good to keep your device clean of unused apps, rebooted weekly, charged on a routine cycle, kept out of the cold when not in use and up to date with the latest software releases. Visit us at the Crown IT Helpdesk if you continue to have issues.
What happens if my phone is dead?
-If it is after hours and you are stuck outside, go to a place where there are others who can help contact someone from your residence that can let you in. Contact your RA or other Student Life staff. There are charging stations in the Coffee Shop, Library and the Commuter lounge. Keep your phone warm in the winter, free of excess running apps, charged on a routine schedule and rebooted weekly to improve reliability.
The Crown IT Helpdesk can help with HID Mobile and other App issues and questions.
Visit us at S103 or helpdesk@crown.edu or 952-446-4357
Can I use my new smart app for discounts at our participating outside partners?
It is good to call ahead and ask what outside partners will accept as proof of being a student, faculty or staff of Crown College. The Crown Connect app is a good app to show at these partners. Having access to the Crown Connect app proves your connection to Crown College.