[KBA-00907] How to troubleshoot "Access denied" events - Security Center 5.9 - 5.12 | HID

Product
Security Center
Content type
KB articles
Version
5.12
5.11
5.10
5.9
Language
English
Last updated
2012-04-13

[KBA-00907] How to troubleshoot "Access denied" events

If you receive an Access denied event in Security Desk when a cardholder swipes their credential at a reader that they should have access to, you can troubleshoot the issue.

Applies to

Security Center 5.9 - 5.12 | HID controllers

To troubleshoot an Access denied event:
  1. Identify the type of Access denied message received in Security Desk.
    1. From the homepage in Security Desk, open a Monitoring task.
    2. In the area view, select the door from which you are receiving the events, and then drag the door over the Monitoring () icon at the bottom of the Monitoring task.
    3. Swipe the problematic credential at the monitored door.
    The Access denied event is listed in the report pane. Some access denied reasons include:
    • Access denied: Expired credential
    • Access denied: Inactive cardholder
    • Access denied: Inactive credential
    • Access denied: Lost credential
    • Access denied: Stolen credential
    • Access denied: Unassigned credential
    All the events can be resolved by making configuration changes from the Cardholders and credentials view of the Access control task in Config Tool.

    To troubleshoot Access Denied: Unknown credential or Access denied events, use the Access troubleshooter tool in Config Tool or Security Desk to identify the reason for an Access denied event. For information about using the Access troubleshooter tool, see Access troubleshooter tool.

    If you get an error in the Access troubleshooter tool, review the access rules on your system. If there are no configuration issues, go to the next step.

  2. If the Access Denied: Unknown credential event is only generated on one specific door, review the wiring connections on the card reader. Confirm that Data1 and Data0 are properly wired between the reader and the VertX unit.

    If the connections are wired properly, go to the next step.

  3. Reboot the VertX unit:
    1. Open a Windows Command Prompt and type ping <unit IP>.
    2. Log in using the root credential. The default password for the root user is pass or btfsplk.
    3. Type reboot.

    If you still receive an Access denied event, go to the next step.

  4. Perform a full synchronization on the VertX unit:
    1. From the homepage in Config Tool, open the Access control task and click the Roles and units view.
    2. Under the Access Manager role in the area view, select the unit that controls the door from which you are receiving access denied events.
    3. Click the Synchronization tab, and then click Synchronize now.

      This process can take a few minutes. The button becomes active again after the process is complete, and the time of the last update is listed next to the Synchronize now button.

    4. Swipe the credential at the reader again.

    If you still receive an Access denied event, go to the next step.

  5. Delete the credential from Config Tool and recreate it by enrolling it from a different reader.
  6. After the credential is re-enrolled and reassigned to a cardholder who has access to the reader that you enrolled the credential from, swipe the credential on that reader, and then try on different readers.
    • If you receive an Access granted event on the reader used to enroll the credential but not on the other readers, review the wiring configuration of the reader.
    • If you still receive an Access denied event on all the doors, contact the Genetec™ Technical Assistance Center.