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Directions for turning on Allegion for legacy subscription accounts
Why are my batteries not lasting as long as the Allegion data sheets suggest?
How to upgrade/downgrade Allegion Lock and Gateway firmware
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Troubleshooting steps
Check that the mobile app is on the latest version
Check error codes received from the mobile app
Verify the number of users with access to the lock, ensuring it does not exceed the maximum user capacity supported by the Allegion lock. (Refer to the Allegion specification sheets to confirm the maximum capacity for your lock model.)
Check the BLE reader "Communication Range" (should be long) and "Performance" (should be max). This is changed/set in the Allegion ENGAGE app
Check if valid card reads work
Run "Identify" on the Wireless Lock Devices page in Alta Access (If it is a gateway-connected device)
Run activity report with entry filter to see if lock/gateway has reported errors (Example: “Offline”)
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
Use the Send feedback on the Avigilon Alta Open mobile app
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Troubleshooting steps
Check user access through the User Access Audit report in Alta Access Reports
Verify the number of users with access to the lock, ensuring it does not exceed the maximum user capacity supported by the Allegion lock. (Refer to the Allegion specification sheets to confirm the maximum capacity for your lock model.)
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)Power cycle the gateway
Power cycle lock
Remove/reattach network cable for gateway
Test network cable for the gateway on a laptop to ensure internet connectivity
Try another cable
Try another port
Run "Identify" on the Wireless Lock Devices page (If it is a gateway-connected device)
Hold card to reader for 5+ seconds to ensure all data is read for initial unlock
Run activity report with entry filter to see if lock/gateway has reported errors
Check for "Doorfile Updated Successfully" message in the activity logs report (If it is a gateway-connected device)
Is the gateway powered via PoE? Try an AC adapter
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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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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. (This can be found in the credential report.)
MT20W reader not provisioned to the organization
Follow the steps to add the Schlage MT20W enrollment reader to the system.
Make sure the Host Configuration is the correct URL.
Verify that the enrollment reader appears in the "Third-Party" tab within the Reader section of the Avigilon Alta system.
If it doesn’t appear, make sure it’s commissioned via the ENGAGE mobile app, then press the "Sync" button on the third-party reader page.
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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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Troubleshooting steps
Click the "Sync Devices" button on the wireless locks/wireless gateways page in Alta Access
Power cycle gateway
Remove/reattach network cable for gateway
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Troubleshooting steps
Power cycle the gateway
Remove/reattach network cable for gateway
Test network cable for the gateway on a laptop to ensure internet connectivity
Try another cable
Try another port
Run "Identify" on the Wireless Lock Devices page (If it is a gateway-connected device)
Is the gateway powered via PoE? Try an AC adapter
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Troubleshooting steps
Check if the lock is marked as Avigilon Alta Sourced, or not on the device page
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Troubleshooting steps
Remove/reattach network cable for gateway
Is the gateway powered via PoE? Try an AC adapter
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Troubleshooting steps
From the Partner Dashboard in Alta Access
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Troubleshooting steps
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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Issue
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Troubleshooting
If you change a schedule and there isn’t enough time for the lock database to update before the event starts, the change won’t take effect until the next calendar day. To ensure your changes are applied on time, making schedule adjustments at least 15 minutes before the event begins is recommended.
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Issue
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Troubleshooting
This may be because of improper battery installment or not using recommended batteries.
Allegion only supports 1.5Vdc alkaline one-time-use batteries. Lithium series batteries do not provide a clear voltage “slope” as they deplete. As a result, the device cannot accurately assess battery health and will transition to a critical battery state suddenly, with little or no prior "Low Battery" warning.
Should even one battery be installed in reverse, the resulting high
current will damage the battery Pressure Expansion Seal.Be aware: The high current went through ALL of the other batteries in
the battery pack. They all are now suspect and will fail similarly.
Batteries installed that are not ALL new.
Mixing old and new batteries will provide only the capacity of
the weakest battery in the battery pack.
Mixing batteries from different manufacturers is never recommended.
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