Welcome to iLOQ Support

Here are a few things to check if the installation fails: 

1. Make sure your Windows updates are up to date (Start > Settings > Updates)  'ClickOnce' installation must be allowed. 
2. Check if a firewall or antivirus program is preventing the installation. 
3. Make sure your IT regulations allow you to install software from the Internet
4. Contact iLOQ regarding Offline installation

You can continue programming.  This just means your username does not have rights to all zones in your locking system.  Contact your locking system administrator for more information.

1. Add new lock: 
   Add a lock - Add copy of existing lock - Choose the broken lock as a base information
   
   
2. Hide broken lock: 
   Enable editing mode - Browse locks - Select lock row to be hidden - Right click and select "hide" - Disable editing mode and save the changes. Add a lock and select "Add copy of existing lock". Then hide the broken lock row. Disable the Editing Mode.

Make sure the lock has its own access rights.

Add the access rights of that lock to your key. 

Check that you have the correct: Username, Password and Service Code. 

You can copy the service code from your old PC.

Also, make sure that the Programming Key for this particular system is connected to your computer and that it is attached with your username.

Possible cause and corrective actions:

- There are pending Windows Updates > Install all available Windows Updates and reboot the computer

- Programmer cannot be found > Check that no other instances are open at the same time, re-install drivers

- Password or User-ID is wrong > Check User-ID and password, ask other user to change the password for your user ID

- No connection to iLOQ server > Check internet connection, use the same internet settings as the internet browser

- No rights with inserted token > Check that you have the right iLOQ Token and check with another system user that your user ID has login rights with the inserted token.

Ask iLOQ if the password is saved to the server.

- If not, then it will not be possible to add new locks or create new tokens to the locking system anymore unless the original password is found.

+ If yes, then provide iLOQ the service code, the name of the locking system or contract number. iLOQ will charge 200 EUR for each retrieval.  

Note! iLOQ will give the password only to a known person and retrieval application must be done in written format

Select the key > right-click on the key row and select “Edit access rights of the key” > select “Define time limitations”

Possible cause and corrective actions:

- Incorrect user rights

- Filter active

- Item is hidden / not shown as default

Select Basic data > Floor plans > Add floorplan > Replace existing floorplan. 

Follow the instructions carefully in order to not change the lock locations.

See also the user manual:

https://support.iloq.com/en/support/solutions/articles/80000960417-replacing-floor-plans