Page Comparison

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Gateway synced in the Control Center but the locks don't show up in the Control Center

Gateway is offline

Directions for turning on Allegion for legacy subscription accounts

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1. Check that the mobile app is on the latest versionUse the Send

2. feedback on the Avigilon Alta Open Check error codes received from mobile app

3. Check BLE reader "Communication Range" (should be long) and "Performance" (should be max)

4. Check if Low Frequency valid card reads work

5. Run "Identify" on the Wireless Lock Devices page in the Control Center (If it is a gateway-connected device)

6. Run activity report with entry filter to see if lock/gateway has reported errors (Example: “Offline”)

7. Check for "Doorfile Updated Successfully" message in the activity logs report (If it is a gateway-connected device)

8. Use the Send feedback on the Avigilon Alta Open mobile app

Needed information for support

• Gateway connected or offline/no-tour?

• Intermittent unlock or never unlocks?

• Lock and gateway serial numbers

• Entry ID, user ID, and timestamps

• Mobile app version?

• Any feedback?

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Issue

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1. Check user access through the User Access Audit report in the Control Center Reports

2. If the card is no-tour, verify that if the Schlage fob is being used it was purchased from Avigilon Alta
   (Schlage cards/fobs not purchased from Avigilon are not supported.)

3. Power cycle the gateway

4. Power cycle lock

5. Remove/reattach network cable for gateway

6. Test network cable for the gateway on a laptop to ensure internet connectivity

7. Try another cable

8. Try another port

9. Run "Identify" on the Wireless Lock Devices page (If it is a gateway-connected device)

10. Hold card to reader for 5+ seconds to ensure all data is read for initial unlock

11. Run activity report with entry filter to see if lock/gateway has reported errors

12. Check for "Doorfile Updated Successfully" message in the activity logs report (If it is a gateway-connected device)

13. Check PoE or power supply

Needed information for support

• Gateway connected or offline/no-tour?

• Intermittent unlock or never unlocks?

• Lock and gateway serial numbers

• Entry ID, user ID, and timestamps

• Card type/version?

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Issue

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1. Click the "Sync Devices" button on the wireless locks/wireless gateways page in the Control Center

2. Power cycle gateway

3. Remove/reattach network cable for gateway

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Issue

Troubleshooting steps

1. Power cycle the gateway

2. Remove/reattach network cable for gateway

3. Test network cable for the gateway on a laptop to ensure internet connectivity

4. Try another cable

5. Try another port

6. Run "Identify" on the Wireless Lock Devices page (If it is a gateway-connected device)

7. Check PoE or power supply

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Issue

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• If not Avigilon Alta Sourced and should be, support needs this info:

  • SO/PO number

  • ORG ID

  • Model for locks (NDEB, LEB, etc.)

  • Serial numbers for locks

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