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Issue:
Unlocks for the intercom not triggering the door (or blue LED on intercom)
What to check:
Since The Video Reader Pro and Video Intercom Reader Pro cannot perform door unlocks directly from the device, it should be used with a separate ACU to control all door functions. In the Control Center, check the entry configuration (Sites > Entries). Usually, for a Video Reader Pro or Video Intercom Reader Pro, the Entry should be configured with that device as the Controller and the Reader. Those functions, such as Entry/Exit Device and Contact Sensor, should point to the ACU dedicated to controlling those entry functions. See How do I create a Video Reader / Video Intercom Reader entry?
Issue:
Card Reads are not registering/scanning
What to check:
The card reader of the Video Reader Pro and Video Intercom Reader Pro is located in the blank space above the “wave” circle and below the camera. Cards placed over the circle will not register as the sensitivity is not strong enough to recognize the card at that distance. See Scanning a Card Credential.
Issue:
Name not found by intercom when using Direct Connect
What to check:
Look up the user under Users > User and check their “Linked intercom profiles” list to see if they have the desired intercom and routing profile listed.
If the intercom and routing profile are not showing there, the user should be added to the related access group used in the routing profile under Users > Access Group. See Routing Profiles.
Issue:
The user is not getting notifications for calls
What to check:
In general:
For Front Desk profiles, ensure the user is part of the Access Group in the Routing Profile.
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