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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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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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