PLEASE MAKE a ticket for the issue.
Try to find out what it means by 'Not working properly'. For this, ask the user following questions :
- Since when is this happening?
- Did the user make any changes in the One Touch settings recently : If yes (then ask him to save one touch again in the settings and restart the Air unit. Try One Touch again. Please Note : phone as well as Air unit should have access to the internet)
If the one Touch functions properly now, the issue is resolved you can resolve the ticket.
If still the issue is there, continue reading the article/
- Tell the user : DO NOT restart the Air unit.
-
Do a single touch on the Air unit, What color glows :
- Red
Red means One Touch is either not configured or not switched ON in the app. Ask the user to switch on One Touch, or configure it again.
NOTE : If you make any change in One Touch in the app, then the phone as well as Air unit should have access to the internet.
- Yellow
This means user did a long tap. Ask him to tap on the Air unit for very short duration and then tell again the color.
- Colorful Expression
This means One Touch/Double Touch is configured.
- Ask the user what all devices he configured on One Touch? (Keep the Dev Charts--->Device States open).
- AND what all devices actually switched on/off when he did One Touch.
Note down the details properly.
- No Color at all
Ask him to restart the Air unit, note the colors and then follow the above procedure (One touch) again (Point 1)
Add the above details to the notes in the ticket and then Assign the ticket.