Page Comparison

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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 supplyIs the gateway powered via PoE? Try an AC adapter

Needed information for support

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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 supplyIs the gateway powered via PoE? Try an AC adapter

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Issue

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