If you can't see Lock in Key user interface or Lock is red check these;
- Key has Internet connection
- Key is serialized to Lock
- Lock has Internet connection
If Lock is yellow in Key user interface but you cannot connect to it;
- Layer 2 Key need to have assigned IP address or at least Lock's DHCP server on
- Firewall doesn't block connection
If these have checked try other Internet connection for Key.
If still not working enable remote support for Lock and contact Tosibox Support.