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When your ACU says it is offline, generally that means it is not connected to the Avigilon Alta VPN. This is why you see no activity in the Control CenterAlta Access system.
ACU offline issues typically come down to one of several things. Here are the typical causes and solutions for them:
(Before trying anything, we recommend you first try disconnecting the ACU from power (and battery) for 30 seconds followed by rebooting your router/modem for 30 seconds to refresh everything. That alone may fix it.)
Power or ISP outages affecting the router/modem
Follow the quick steps above. If the network loses power regularly, you can place a UPS (battery-powered supply) on your network equipment (modem and router) to prevent it from losing power in the case of an outage. That way both the ACU and the network can maintain the current session without needing to reboot anything. Or you can assign it a static IP address. Be sure to also assign the static IP on the network equipment.
How do I set a static IP address for my Avigilon Controller?
IP assignment/range issue
Expand the IP range (subnet) or assign a static IP address to the ACU.
How do I set a static IP address for my Avigilon Controller?
Firewall issue
This can be resolved by reviewing if Outbound ports 443 and 123 are set to Open. May also need port 53 if using an external DNS.
What are the Network Requirements for Avigilon Controllers?
Bad patch cable or switchboard
Test by changing the patch cable and/or connecting the ACU directly to the modem to see if the issue goes away.
Too much power is drawn from the relays
If you notice the ACU is dropping offline specifically when people are using multiple doors, it could be that the combined power draw, from several of the doors opening, exceeds the rating for the board or power supply. If this is what you notice, check the data sheets below for your device's power rating.
https://www.openpath.com/installation-manuals
If you continue to experience issues we recommend reaching out to your installer to come out and check the hardware. If there have been network changes made we also recommend reaching out to your installer. The installer can try the next step only as a LAST resort:
Hard reset the ACU and reprovision
(Installers ONLY) Hard reset will take about 3-5mins. Disconnect power, press and hold the admin button for 15 seconds, and, keeping the button held down, reconnect power. After another 15 seconds of holding the button with power connected, let go and let the ACU reset for 3-5 minutes. After the reset completes, reprovision the ACU to the same slot/name on the account as before.