Regarding Temporary Online Password Error in Matrix I Lock Box
TL;DR:
Recently a few Matrix I Smart Lock Box have encountered an issue with creating new Temporary Online Passwords. We are currently working with the manufacturer of the device to pinpoint exactly what's causing it and to fix the problem.
Meanwhile, we recommend users that are encountering this issue to bypass this issue for now by using either Temporary Offline Passwords or regular Password Management instead. We will keep you posted once we have a permanent solution or fix. Thank you for your patience.
What is the Error?
In Temporary Online Password setup, upon tapping the "Save" button, some users may see an error message saying "Incorrect temporary password". Therefore, they are not able to actually create a new Temporary Online Password.
When does this occur?
This error only occurs when the Lock Box is connected to a Wi-Fi network via a Nexohub or Nexohub II gateway, accessed through the app over internet. It does not occur when the Lock Box is connected directly to the app through Bluetooth.
What do I do if I'm having this error?
We are currently working with the manufacturer to resolve this issue. Before we come up with a permanent fix for it, we would recommend bypassing this issue for now. Since this error only affects the Temporary Online Passwords, you can avoid it by setting alternative types of passwords instead.
The two other options are Temporary Offline Passwords, and regular permanent passwords. Each of these types of passwords have pros and cons when used as an alternative to Temporary Online Passwords.
Temporary Offline Passwords
Temporary Offline Passwords are similar to Temporary Online Passwords, except you cannot customize what the passcode is and it is 10 digits long instead of 6 digits long.
Pro: you can set the effective time and expiration time automatically, works the same way as Temporary Online Passwords
Con: 10 digits long and not customizable, making it less convenient than Temporary Online Passwords
Regular Password
Regular passwords are permanent until manually deleted.
Pro: can be as short as 6 digits, can be customized
Con: Does not have a start and expiration time, you will need to manually delete this code when you no longer want it to work
When can we expect a permanent fix?
We are having daily communications with the manufacturer to pinpoint the issue and resolve it. As this is a new error that they haven't seen before, it is hard to predict when we will have a permanent fix. We hope we can correctly diagnose the issue in the next few days and keep our users updated when we find out more.