Page Comparison

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1. Check that the mobile app is on the latest version

2. Check error codes received from the mobile app

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

4. Check if 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) to ensure that the lock has successfully processed the last access update.

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

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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

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1. Remove/reattach network cable for gateway

2. Is the gateway powered via PoE? Try an AC adapter.

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Issue

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