[KBA-00983] How to troubleshoot doors that do not respect unlock schedules or access decisions - Security Center 5.7- 5.13 | HID

Product
Security Center
Content type
KB articles
Version
5.13
5.12
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5.9
Language
English
Last updated
2012-06-20

[KBA-00983] How to troubleshoot doors that do not respect unlock schedules or access decisions

If you have doors that do not grant access to users, do not unlock during planned unlock schedules, or do not lock at the end of an unlock schedule, you can troubleshoot the issue.

Applies to

Security Center 5.9 - 5.13 | HID controllers

Door remains locked during unlock schedule or randomly locks during the schedule

To troubleshoot a door that remains locked or randomly locks during an unlock schedule:
  1. Synchronize the unit.

    Does the door unlock after the synchronization?

  2. Create a new unlock schedule and attach it to the door to replace the one currently there, and synchronize the unit.

    Does the problem persist?

  3. (For HID only) Open the unit web page by typing the following in a web browser: http://ip.address.of.unit.
  4. (For HID only) On the unit status page, activate the strike relay by clicking on the 1 beside the icon.

    Does the relay click at the door? Does the door open?

  5. Check if the LED on the reader is red or green.
  6. In the Door widget in Security Desk, click the Unlock button () to explicitly unlock the door.

    Does the door open?

  7. In the Door widget, click the Override unlock schedules button () to temporarily unlock the door.

    Does the door open?

  8. From the door's Unlock schedules configuration tab in Config Tool, delete the Unlock schedules for the door.

    Wait a couple of minutes, and then try entering the door with a valid credential. Is access granted with the door opening normally?

If you still have issues with your door, contact the Genetec™ Technical Assistance Center.

Door remains unlocked when it should be locked

To troubleshoot a door that remains unlocked when it should be locked:
  1. Check if the LED on the reader is red or green.
  2. In the Door widget in Security Desk, click the Lock button () to explicitly lock the door.

    Does the door lock?

  3. In the Door widget, click the Override unlock schedules button () to temporarily lock the door.

    Does the door lock?

  4. Synchronize the unit by going to the unit's Synchronization tab in Config Tool and clicking Synchronize now.

    Does the door lock after the synchronization?

  5. If there is a REX configured on the door, do the following:
    1. In a Monitoring task in Security Desk, find the problematic door in the area view and drag it to the Monitoring icon ().

      All the events related to the door are displayed in the Events tab of report pane.

    2. In the list of events, check if there are many Request to exit events without actual people triggering the REX.

    If you see many Request to exit events, the REX might be constantly active and triggering the strike relay.

  6. From the door's Unlock schedules configuration tab in Config Tool, delete the Exceptions to unlock schedules for the door, and then re-create the locking schedule.

If you still have issues with your door, contact the Genetec Technical Assistance Center.