Common issues and troubleshooting for Allegion Wireless Locks & Hardware
Cannot see the badge ID of the fob/card in the Avigilon Alta system
Cannot see the third-party tab under readers in the Avigilon Alta system
Removing the lock from the gateway doesn't update in Alta Access
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Note: We recommend trying the steps in the sequence they are listed |
Troubleshooting
Issue
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Gateway connected or offline
Is this a No-Tour device
Intermittent unlocks or can never unlock
Lock and gateway serial numbers
Entry ID, user ID, and timestamps
Card type/version?
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Issue
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Troubleshooting steps
Reader Not Programmed with Correct Configuration Card
Use the configuration card programming guide to ensure the reader is set up correctly.
Incorrect Credential Type
Make sure the credential being scanned is an Allegion/Schlage fob purchased directly from Avigilon Alta.
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Issue
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Troubleshooting steps
Card/Fob Not Scanned with MT20W
Use the enrollment reader (MT20W) to scan the credential and provision it to the organization.
Credential Assigned to Another User
If the credential is assigned to a different user, delete it from their account so it can be used again.
MT20W Reader Not Provisioned to the Organization
Check that the enrollment reader appears in the "Third-Party" tab in the Reader section of the Control Center.
If it doesn’t appear, ensure it’s commissioned through the ENGAGE mobile app. Afterward, press the "Sync" button on the third-party reader page.
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Issue
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Troubleshooting Steps
Incorrect Organization Configuration
Contact your support representative to ensure your organization has the correct configuration
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Issue
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There is a hard limit. If you need a credential with access to more than 11 wireless lock entries, you need to mark the credential as non-no-tour and then tour the locks with the Admin App. Mobile no-nour has no limit.
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If you upgraded via the ENGAGE app, their versions are newer than what is approved and tested by Avigilon Alta. Please reach out to Support.
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Model | Approved Versions |
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LEB (all variations) | 03.10.01 03.11.02 03.14.02 |
NDEB | 03.10.01 03.11.02 03.14.02 |
FE410B | 04.12.00 04.14.01 |
BE467B | 04.12.00 04.14.01 |
FE410BM | 05.11.39 05.13.01 |
BE467BM | 05.11.39 05.13.01 |
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