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The card reader of the Video Reader Pro and Video Intercom Reader Pro is positioned 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.
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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.
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