Table of contents
1. GokiAir doesn't detect the locks
GokiAir has the capability to detect locks within a range of 10 meters, taking into consideration the building's structural conditions. It should establish a connection with each lock within a maximum of 3 minutes. In the event that GokiAir does not detect any locks, please follow these steps:
Check the device: Ensure that the GokiAir device displays a blue light, indicating that it is functioning properly.
If the device shows a red light: This indicates that it is either not set up or not connected to the server. In such cases, you will need to disconnect and reconnect the GokiAir device.
Firewall considerations: If your network has a firewall in place, ensure that it is not blocking the connection to saas-gateways-socket.goki.travel:2999. Blocking this connection may result in a timeout error, preventing the GokiAir from establishing a successful connection.
Unlock the lock or enter a PIN: This action triggers the lock to communicate with the GokiAir device, increasing the likelihood of detection and resolving any potential connectivity issues.
2. GokiAir didn't generate the 4-digit PIN
If the GokiAir device fails to generate a 4-digit PIN for a reservation, please follow these steps:
Check the GokiAir device: Ensure that it does not display a red light. A red light indicates that the GokiAir device is not properly set up or connected to the server. If there is a red light, you will need to address the setup or connection issue before proceeding.
Blue light and long PIN generation: If the GokiAir device has a blue light but continues to generate a long PIN, it may be busy with another ongoing action or may have lost its connection temporarily. In such cases, you can try to regenerate the pin.
3. Error code - 69
If you encounter error code 69, it indicates that the gateway status is unknown. This can occur when the gateway is unable to find a WiFi connection. To address this issue, please follow these steps:
Ensure WiFi access: Verify that the gateway has access to a working WiFi network. Double-check the WiFi connection settings to ensure they are correct.
Move faulty GokiAir closer to a working one: If the GokiAir device displaying error code 69 is in close proximity to another functioning GokiAir device, try moving it closer to establish a better WiFi connection. Then, disconnect the faulty GokiAir and proceed with the setup process again.
Check GokiAir light status: After setting up the GokiAir device again, observe the light status. If it displays a blue light, it suggests that the issue lies with the WiFi network itself. You may need to troubleshoot the WiFi network or seek assistance from your network provider.
4. Common Area's PIN is not visible in the Check-in Email
GokiAir allows the system to generate a 4-digit PIN for the Room and Common Area, however, if the PINs are not the same or are not visible in the Check-in email, it's important to check the following:
Make sure the common area door is connected to a GokiAir.
Ensure that a common area is linked to the room from the dashboard/Spaces.
Ensure that the Spaces > Common Area Details > Customization > Reservation PINs toggle is enabled.
If the common area door is linked to the room and connected to GokiAir but still doesn't show up the same as the reservation PIN or isn't in the check-in email, please get in touch with Goki support - [email protected]
Backup Access – Power or WiFi Outage
Always manually create a 4-digit shared PIN for common areas via the Spaces App.
This PIN must be shared with the guest at check-in together with the room PIN.
If there is a power or WiFi outage, this manually created PIN will still allow access to common areas and prevent guest disruption.
Locks Using GokiAir – Required Setting
If the lock relies on GokiAir, always enable Power Save mode.
Power Save mode forces the lock to maintain a stable connection with the GokiAir gateway and improves reliability.
Weak GokiAir Signal – Installation Guidelines
If signals are weak or locks go offline, follow the installation guidance below.
Optimal Gateway Placement by Building Type
Standard Construction (Drywall / Wood Frame)
Maximum 1 gateway per 4 guest rooms
Mount at 4 ft (1.2 m) height
Maximum range: 30 ft (9 m)
Concrete or Brick Buildings
1 gateway per 2–3 guest rooms
Mount at 4 ft (1.2 m) height
Maximum range: 15–20 ft (4.5–6 m)
Install additional gateways near thick walls
Modern Steel Frame Construction
1 gateway per 3–4 guest rooms
Mount at 4 ft (1.2 m) height
Do not mount directly on metal surfaces
Universal Placement Principles
Position gateways in corridor centers
Maintain line of sight to doors when possible
Keep consistent height aligned with door hardware
Maintain at least 3 ft clearance from other electronics
Install near stable power/network infrastructure
Signal does not travel effectively around corners
Areas Requiring Additional Coverage
Elevator lobbies: install on both sides of elevator banks
Stairwells: one gateway per floor
Extended corridors: add one gateway every 50 ft
Meeting spaces: dedicated gateway per room
Building corners: require additional coverage
Signal Attenuation Factors
Complete Signal Barriers
Elevator shafts and cars
Fire-rated metal doors
Electrical and mechanical rooms
Commercial kitchens (microwave interference)
Severe Signal Reduction (approximately 75% range loss)
Reinforced concrete walls
Large wall-mounted mirrors
Metal door frames and fire exits
Bathroom walls (plumbing and tile)
Thick masonry or historic brick walls
Moderate Signal Reduction (approximately 50% range loss)
Multiple gypsum board walls
Metal decorative elements or signage
Storage areas with metal shelving
High-density guest areas (device interference)
Installation Verification Rule
If a direct walking path from the gateway to the door is obstructed, signal propagation will also be impaired.
Install additional gateways to ensure reliable coverage.
Recommendation
Maximum recommended ratio: 1 gateway per 4 guest rooms.
In buildings with challenging construction materials or layouts, reduce this ratio further to maintain stable connectivity and minimize service disruption.