Common issues and troubleshooting for Allegion Wireless Locks

Mobile unlock is not working

Card unlock is not working

Removing the lock from the gateway doesn't update in the Control Center

Not enough licenses for non-Avigilon Alta-sourced locks

Gateway synced in the Control Center but the locks don't show up in the Control Center

Directions for turning on Allegion for legacy subscription accounts

No-Tour Limit Issue

Where to find the approved firmware versions

Issue

Mobile unlock is not working

Troubleshooting steps

1. Check that the mobile app is on the latest version

2. Use the Send feedback on the Avigilon Alta Open mobile app

3. Check BLE reader "Communication Range" (should be long) and "Performance" (should be max)

4. Check if Low Frequency card reads work

5. Run "Identify" on the Wireless Lock Devices page (If it is a gateway-connected device)

6. Run activity report with entry filter to see if lock/gateway has reported errors

7. Check for "Doorfile Updated Successfully" message in the activity logs report (If it is a gateway-connected device)

Needed information for support

• Gateway connected or offline/no-tour?

• Intermittent unlock or never unlocks?

• Mobile app version?

• Any feedback?

Issue

Card unlock is not working

Troubleshooting steps

1. Check user access through the User Access Audit report

2. If the card is no-tour, verify that if the Schlage fob is being used it was purchased from Avigilon Alta

3. Power cycle the gateway

4. Power cycle lock

5. Remove/reattach network cable for gateway

6. Test network cable for the gateway on a laptop to ensure internet connectivity

7. Run "Identify" on the Wireless Lock Devices page (If it is a gateway-connected device)

8. Hold card to reader for 5+ seconds to ensure all data is read for initial unlock

9. Run activity report with entry filter to see if lock/gateway has reported errors

10. Check for "Doorfile Updated Successfully" message in the activity logs report (If it is a gateway-connected device)

Needed information for support

• Gateway connected or offline/no-tour?

• Intermittent unlock or never unlocks?

• Card type/version?

Issue

Removing the lock from the gateway doesn't update in the Control Center

Troubleshooting steps

1. Click the "Sync Devices" button on the wireless locks/wireless gateways page in the Control Center

2. Power cycle gateway

3. Remove/reattach network cable for gateway

Issue

Not enough licenses for non-Avigilon Alta-sourced locks

Troubleshooting steps

1. Check if the lock is marked as Avigilon Alta Sourced, or not on the device page

Needed information for support

• If not Avigilon Alta Sourced and should be we need this info:

  • SO/PO number

  • ORG ID

  • Model for locks (NDEB, LEB, etc.)

  • Serial numbers for locks

Issue

Gateway synced in the Control Center but the locks don't show up in the Control Center

Troubleshooting steps

1. Remove/reattach network cable for gateway

Issue

Directions for turning on Allegion for legacy subscription accounts

Troubleshooting steps

From the Partner Dashboard in the Control Center

1. Go to Manage organizations

2. Click on the organization you would like to add Allegion to

3. From the Edit organization page click “Subscriptions” at the top

4. From your selected plan, scroll down and toggle the tile labeled “Allegion Wireless Locks Purchased from Openpath” then click save at the bottom of the page.

Issue

No-Tour Limit Issue

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.

Approved Firmware Versions

Wireless Gateways

Wireless Locks

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