Troubleshooting: HID units cannot be enrolled - Security Center 5.8

Security Center Administrator Guide 5.8

series
Security Center 5.8
revised_modified
2020-08-17

If you cannot enroll an HID access control unit, you can troubleshoot the cause of the issue.

What you should know

If you are experiencing enrollment issues, the following can occur:
  • Unit cannot be enrolled
  • Unit is enrolled but its icon remains red
  • Unit connects and disconnects continuously
  • Unit begins enrolling and fails at 67%

Procedure

  1. Check if there is connectivity to the unit, as follows:
    1. Ping the unit from the computer running the Access Manager: In Windows, click Start > Run, and type cmd to open the Command Prompt, and then run ping w.x.y.z.
      NOTE: w.x.y.z is the IP address of the unit.
      A report is generated. Make sure no packets were lost.
    2. Telnet the unit from the computer running the Access Manager to check its credentials: In Windows, click Start > Run, and type cmd to open the Command Prompt, and then run telnet w.x.y.z.
    3. Log onto the unit.
      The default username and password pair is root/pass.

      If the logon is successful, there is connectivity to the unit.

  2. Check if the unit is on the same network subnet as the computer where the Access Manager is running.
    If it is not, you can enroll the unit manuallyyou can enroll the unit manually as long as you know its IP address (the unit must be set to use a static IP address).
  3. Make sure the unit firmware and the interface board firmware is up to date.
    For a list of supported firmware versions, see the Security Center Release Notes Security Center Release Notes.
  4. Make sure the network card binding and database configuration for the Access Manager is set correctly.
  5. If the Access Manager is behind a NAT, you must specify the translated host address for the Access Manager.
  6. Make sure no other Access Manager is connected to the HID unit, as follows:
    1. Stop your Access Manager.
    2. Telnet the unit: In Windows, click Start > Run, and type cmd to open the Command Prompt, and then run telnet w.x.y.z.
    3. Log onto the unit.
      The default username and password pair is root/pass.
    4. At the prompt, type netstat -na.
      A list of network connections appears. Ensure that the port used by the HID unit is open.
  7. Make sure the HID units (and connected interfaces) are wired to not generate tamper or door held open alarms, access granted or access denied events.
    Tamper and door held open alarms trigger repeatedly. Upon connection, any such alarms and events have to be downloaded from the unit which can slow-down the enrollment process. Symptoms of this is the unit is difficult to enroll, the unit connects and disconnects, or the unit beeps.
  8. Upgrade the unit’s firmware.
    For a list of supported firmware versions, see the Security Center Release Notes.