Knock. Use your iPhone as a password for your Mac.

Help / Troubleshooting

Troubleshooting

  • Troubleshooting Basics

    In a world with millions of network capable devices like iPhones, laptops, and radio peripherals, using the latest peer networking technology (Bluetooth Low Energy) poses a challenge. The primary challenge is managing connections when you have no insight into other connected devices or how they interact with the system. 

    In an computing environment of this sort, issues will arise. When you notice the first time Knock does not connect, you should restart the Knock Mac app. By observing the Knock icon, you can see if Knock returns to a normal connection state (the icon is grayed out when Knock is not connected and will spin if Knock is attempting to connect). If Knock is having trouble connecting, open the Knock iPhone app and toggle iPhone Bluetooth OFF and then ON. This should help Knock establish a strong connection.

    If that fails, the next step is to restart the Mac and the iPhone as Bluetooth is an operating system level process. 

    If the issue persists, read on to find other common solutions or email help@knocktounlock.com with a short description of the issue and the Knock log files. 

    To get your log files, follow these steps:
    1. On your Mac, option-click on the Knock status menu item. (Hold down the 'Option' key and click on the Knock icon - the person with a ring around them). 
    2. Select 'Logs Folder'
    3. Attach all the files in this folder to this email.

    Sep 23, 2015 10:56AM PDT
  • Knock can't find my iPhone during setup, what should I do?

    First, let's check settings that impact Bluetooth connectivity: 

    Bluetooth Settings: 
    On your Mac, go to System Preferences > Bluetooth, remove any devices you no longer use. On your iPhone, go to Settings > Bluetooth, remove any devices you no longer use. If your Mac and iPhone are paired, unpair them. 

    iPhone Settings: 
    Go to the Settings app on your iPhone then scroll down and press 'Knock'. Make sure 'Bluetooth Sharing' is enabled. 

    iCloud Settings: 
    On your Mac, go to System Preferences > iCloud, see which iCloud you are signed into. On your iPhone, go to Settings > iCloud, make sure you are logged into the same iCloud as the Mac and enable iCloud Keychain.

    Next, let's ensure the environment is ideal for the initial Bluetooth payload. 
    1. Turn off Wifi on both devices and make sure Bluetooth is ON on both. 
    2. Begin setup on Mac
    3. Open the Knock iPhone app after entering password into Mac
    4. Toggle Bluetooth off/on on the iPhone when set-up seems to hang

    Finally, if the issue persists clearing your Bluetooth cache may be required. 

    Oct 19, 2015 11:28AM PDT
  • App freezes after entering password

    We're aware that the app sometimes freezes for other reasons, especially after entering your password for the first time. For the best set up environment we recommend the following steps:

    1. Log into the same iCloud on both Mac and iPhone
    2. Turn Wifi off on both Mac and iPhone
    3. Begin set-up
    4. Open the Knock iOS app after entering password on Mac
    5. Toggle iPhone Bluetooth off and on when the app seems to hang.

    If Knock is still having issues connecting, changing your desktop wallpaper may help. During set up, Knock sends your desktop wallpaper image to your phone for a nice connected experience across devices. Some background images may be large and difficult to compress to a packet size that Bluetooth handles well. With that knowledge, we recommend you change your desktop background to a solid color (say white) and try to set up Knock again with the above guide.

    Sep 23, 2015 10:58AM PDT
  • I changed my Mac's password, and now Knock doesn't work. What should I do?

    ​Unlink your phone by clicking the Knock icon in your status bar and selecting Unlink. Then set up Knock again.

    Sep 01, 2015 03:59PM PDT
  • Knock update issues on OS X El Capitan

    Some people have reported issues when updating Knock on El Capitan. Not to worry, this is due to a policy change on how apps can connect to remove servers in El Capitan. We have already made the required changes to Knock's update mechanism and Knock is now fully compatible with this update. 

    However, users that updated to Knock 2.1b (Beta) and Knock 2.1 may still experience issues: 


    Unfortunately, the only way to fully resolve this issue is to re-install Knock Mac
    1. Unlink Knock by clicking on the Knock menu and pressing 'Unlink'
    2. Quit Knock on Mac
    3. Drag Knock.app from your Applications folder into the Trash bin
    4. Download a fresh copy of Knock
    5. Install and set up as normal

    Sep 23, 2015 11:15AM PDT
  • Knock takes more than 5 seconds to connect upon waking my Mac. Why is that?

    Bluetooth LE can be quite finicky in certain environments. Things like nearby 2.4GHz radios, other Apps that use Bluetooth, and the iPhone state impact Bluetooth connectivity. 

    Further, when your Mac wakes from full system sleep, it has to run an in-order wake up protocol before Knock is allowed to connect.

    One of the first things your Mac does when waking is to connect to other Bluetooth devices. So, if you are paired with Bluetooth devices you rarely use, unpairing them through System Preferences > Bluetooth may help.

    If you wake your Mac from full system sleep, Knock will take longer to connect. If you wake your Mac from Display sleep instead, it will connect faster because the system was kept ready to run. 

    To update these settings, go to your Energy Saver settings in System Preferences on your Mac. What we want to do is let the computer go to Display sleep quickly but set it to go to System sleep later (you still require a password immediately after sleep so the system is secure). This is especially useful when you are plugged in to the power adapter since display sleep takes more energy than system sleep.

    As shown above, the computer goes to Display sleep immediately but takes longer to enter System sleep. Please update both Battery and Power Adapter settings to something appropriate. 

    Sep 01, 2015 03:58PM PDT
  • Knock connection appears to have stalled or Knock is not connecting. What should I do?

    ​Many Knock connectivity issues are related to Bluetooth interference. Most of these issues arise from Bluetooth storing improper identifier values. In order words, sometimes Bluetooth will mistake known devices for new devices and cause errors. Often, checking your Bluetooth settings and clearing the Bluetooth cache can help resolve this type of issues.

    Bluetooth Settings: 
    On your Mac, go to System Preferences > Bluetooth, remove any devices you no longer use. On your iPhone, go to Settings > Bluetooth, remove any devices you no longer use. If your Mac and iPhone are paired, unpair them. 

    The Bluetooth cache is managed by the Blued process and helps reconnect to known devices faster. Sometimes Blued may store a corrupt value and cause Bluetooth to mistake known devices for new devices and cause errors.  

    Clear the Bluetooth cache: 
    On your iPhone
    1. Reboot device: please hold the sleep button for a few seconds until you can power off.
    2. Turn device on and open Knock app

    On your Mac
    1. Quit Knock if it is open
    2. Turn Bluetooth OFF
    3. Delete file named com.apple.Bluetooth.plist from /Library/Preferences. (If you can’t find the Library folder, go to Finder and select the Go menu, hold down Option key and Library will display)
    4. Delete file named com.apple.Bluetooth.plist from /Library/Preferences/SystemConfiguration
    5. Delete file named com.apple.Bluetooth.somerandomcharacters.plist from ~/Library/Preferences/ByHost (note that this is the user preference folder, not the system one)
    6. Delete file named com.apple.Bluetooth.plist from ~/Library/Preferences/ByHost (note that this is the user preference folder, not the system one)
    (the full file paths looks something like this: 
    - Library/Preferences/com.apple.Bluetooth.plist
    - /Library/Preferences/ByHost/com.apple.Bluetooth.*)
    6. Restart Mac
    7. Turn Bluetooth ON
    8. Open Knock

    Open Knock once more under these conditions.

    If Knock continues to experience issues, relink Knock. 

    Unlink Knock:
    1. on the iPhone, open the Knock app and drag the computer image down to the X
    2. on the Mac, click on the Knock icon > unlink > you may force unlink > quit Knock.
    3. Restart Mac and relink

    Oct 19, 2015 11:29AM PDT
  • How do I uninstall Knock?

    You can uninstall by deleting Knock.app from your Applications folder.

    Sep 01, 2015 03:59PM PDT
  • Knock doesn't work when I switch to the login window, why?

    Unfortunately, Knock does not work from the login window, because this feature signs you out of your Mac and prevents your applications from running.

    Sep 01, 2015 03:59PM PDT
  • Knock doesn't work when I switch to another account and then switch back to my account. Why?

    Unfortunately, Knock does not work when you sign out of your account, because signing out prevents your applications from running.

    Sep 01, 2015 03:59PM PDT
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