Page Comparison

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• Unlocks for the intercom not triggering the door (or blue LED on intercom)

• Card Reads reads are not registering/scanning

• False Touchestouches

• Name not found by intercom when using Direct Connect

• The user is not getting notifications for calls

• Video not streaming from the intercom/slow connection times or disconnects

• Caring for the lens

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• Since The Video Reader Pro and Video Intercom Reader Pro cannot perform door unlocks directly from the device, it should be used with a separate ACU to control all door functions. In the Control CenterAvigilon Alta Access, check the entry configuration (Sites > Entries). Usually, for a Video Reader Pro or Video Intercom Reader Pro, the Entry should be configured with that device as the Controller and the Reader. Those functions, such as Entry/Exit Device and Contact Sensor, should point to the ACU dedicated to controlling those entry functions. See How do I create a Video Reader / Video Intercom Reader entry?

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Issue:

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Issue:

What to check:

• In some installations utilizing wave to unlock, it may be possible that false touches may occur. If this occurs, you should modify the sensitivity of the Wave Detection Range under Sites > Entries > Reader to be at “Near Wave” or “Touch”.

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• For Front Desk profiles, ensure the user is part of the Access Group used for the Routing Profile.

What to check in the Control CenterAlta Access:

• For Unit Connect profiles, first double-check that the desired user was added to the Access Group under Users > Access Groups. Second, check the Unit configuration under Sites > Buildings > Units to ensure the user was assigned to the required Unit.

• Toggle Enable Intercom Notifications under user Profile > Settings.

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Mobile IOS:

• Double-check that the Openpath Avigilon Alta Open app has been updated to the latest version available.

• Ensure the Openpath Avigilon Alta Open app has permission to send notifications and that they are given high priority (time-sensitive) so the phone's focus settings do not suppress them. 

  • Allow Notifications must be enabled

  • Time Sensitive Notifications must be enabled

  • Banner Style must be Persistent

  • Show Previews must be set to Always

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• Android (may differ based on version)

  • Notifications must be enabled

  • Openpath Avigilon Alta Open Call Notification must be enabled

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• The Video Reader Pro and Video Intercom Reader Pro are the best fit for use for answering calls and viewing recorded events. Long-term live viewing is not a recommended use case through the Control Center Alta Access as the likelihood of bandwidth limitations or network interruptions may cause issues with the viewing experience. An ideal way to utilize the Video Reader Pro and Video Intercom Reader Pro as surveillance devices would be to connect them with an NVR such as the Avigilon Atla Aware platform so live views of multiple cameras can be watched without interruption.

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