The current Openpath Jira and Confluence instances will be migrated to the MSI On-Premise solution from August 9th-11th, the current platform will be set to read-only and all future usage will be in the Avigilon Instance. Please ensure access to MSI Jira & MSI Confluence, both are accessible through OKTA. For additional information and details please refer to the Atlassian migration page

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Here is a list of error codes you might encounter in the Avigilon Alta Open mobile app. Click on the error code for more information and troubleshooting steps. 

1000/2000 Schlage Error Codes
1567 Schlage Unlock Not Authorized
1576 Failed to unlock entry state locked
474-A Invalid Credential
474-B Provisioning Delay
476 Locked Entry
477 Unlock Not Allowed 
477 Lockdown Override Not Allowed
479, 480 Out of Range
486 Anti-Passback
487 First-In/Last to Leave
490 Access Schedule Restriction
491 Lockdown
492 User Schedule Restriction
494 Occupancy Restriction
-1 Time Out
444 MFA - Credentials do not belong to the same user
445 MFA - Invalid Credential

446 MFA - Timeout between credential events
447 / 481 No Entries Are Authenticated

462 Bad Entry ID
Other Error Codes

1000/2000 Schlage Error Codes

Error codes between 1000-1999 and 2000-2999 are related to Schlage wireless locks. To troubleshoot these errors, restart your phone’s Bluetooth by going into your phone’s settings and toggling off and on your phone’s Bluetooth.

If you’re still having trouble, please contact Avigilon Alta Support by tapping “Send Feedback” in the Avigilon Alta Open app.

1567 Schlage Unlock Not Authorized

To unlock a Schlage wireless lock, you need appropriate access to the entry.

If you’re an end user, try the following:

  • In the Avigilon Alta Open app on the list of entries page, swipe down on the screen to refresh the app

  • Wait a few minutes and try again

  • If none of these steps work, contact your facility manager

If you’re a Super Admin, try the following in the Control Center:

  • Run an Entry Audit Report to make sure that the user has access to the entry

  • Go to Devices > Wireless Locks and Wireless Lock Gateways and check that both devices are connected and online

  • Go to Users > Users, click on the name of the user, then click on the Credentials tab. Edit their mobile credential to set a start date to a date in the past.

1576 The credential does not have override Permissions

If you’re an end user:

  • Reach out to your admin, the entry is in lockdown and the credential does not have over-ride permissions

  • Reach out to your admin, privacy mode is enabled and the credential does not have over-ride permissions

  • Reach out to your admin, if entry is set to "No Entry" and this credential does not have override permissions, we don't grant the request

If you’re a Super Admin

  • Either change the entry state or grant the credential over-ride permissions

474-A Access Denied

There are a few reasons why you might receive this message:

  • Your admin recently revoked access to this entry and your app needs to refresh

    • Make sure that your phone has access to the Internet (so the app can refresh the list of entries) 

  • Your mobile credential is provisioned on another device

    • Your Avigilon Alta mobile credential can only be active on one device. For example, if you click the Setup link on your phone and then on your iPad, your phone’s credential is no longer valid.

    • This error is a security measure to prevent a single credential from being used on multiple devices. If you need to use Avigilon Alta on multiple devices, you can ask your facility manager to grant you additional mobile credentials.

Additional troubleshooting notes:

  • If your phone is your primary device, log out of the Avigilon Alta Open app on your phone and log back in

  • If you restored your phone from a backup, delete and re-install the Avigilon Alta Open app

474-B Access Denied

You receive this message when you attempt to unlock an entry too soon after clicking the Setup link when registering your mobile credential, or when an entry is still setting up. Try waiting a few minutes before attempting to unlock the entry. If you’re in an organization with a lot of entries, you may need to wait up to 15 minutes before unlocking will work.

476 Locked Entry

When an entry is disabled or in a “Locked - No Entry” state, no access is allowed regardless of your credentials. For example, your facility might disable access to certain doors at night and not allow users to open them.

If you feel this setting is incorrect please contact your facility manager or system administrator. If you are a system administrator, see What are Entry States?

Note: Avigilon Alta Support cannot make any changes to your access schedule.

477 Unlock Not Allowed

You receive this message when you attempt to unlock the reader using an unlock method that is not currently allowed—for example, if you try to Wave to Unlock at a reader that only allows in-app unlock requests. Your facility manager determines which unlock methods are allowed at an entry. See What are Entry States?

You might also receive this message if you are using an allowed method, but your phone’s Bluetooth isn’t working properly—in this case, your phone is considered out of range of the reader because we use your phone’s Bluetooth signal to determine proximity to the reader. See Avigilon Alta Open Android Mobile App Troubleshooting and iPhone BLE Troubleshooting

477 Lockdown Override Not Allowed

When you tap and hold the unlock button in the Avigilon Alta Open app, you are attempting an Override Unlock. When an entry is in lockdown, only those with override permissions may Override Unlock the entry, and only those with revert permissions may revert the Lockdown Plan. See How do I trigger/revert Lockdown Plans? 

If you feel this setting is incorrect please contact your facility manager or system administrator.

Note: Avigilon Alta Support cannot make any changes to your lockdown permissions.

479, 480 Out of Range

If you attempt to unlock an entry when you’re not within Bluetooth range of the reader, that is considered a Remote Unlock. Ranges may vary across different readers. If you do not have Remote Unlock permissions and/or the entry does not allow Remote Unlocks, the attempt will fail. Your facility manager determines these settings. See What is Remote Unlock and how do I use it? 

Note: Avigilon Alta Support cannot make any changes to your user/entry settings.

You might also receive this message if you are near the reader but your phone’s Bluetooth isn’t working properly—in this case, your phone is considered out of range of the reader. See Avigilon Alta Open Android Mobile App Troubleshooting and iPhone BLE Troubleshooting

486 Anti-Passback

Anti-passback is a way of deterring the sharing of credentials. It is commonly used with parking gates—you must badge in before you can badge out. If you receive this message, try unlocking a different reader in this area, or ask your facility manager to reset your Anti-passback settings. Learn more about Anti-passback settings here.  

487 First In/Last to Leave

In order to use the Last to Leave feature, the entry must have First In configured. Your facility manager determines these settings. If you are an administrator, see How do I set up First to Unlock and Last to Leave?  

490 Access Schedule Restriction

If you receive this message, either you do not have access to the entry due to the entry’s schedule, or you are using an unlock method not allowed according to the entry’s schedule. For example, your facility might allow users between 9 am and 5 pm Monday through Friday and if you attempt to access an entry outside of these hours, you’ll be denied.

If you feel this setting is incorrect please contact your facility manager or system administrator. If you are a system administrator, see How do I assign Schedules to Entries? 

Note: Avigilon Alta Support cannot make any changes to your access schedule.

491 Lockdown

When an entry is in lockdown, only those with override permissions may unlock the entry, and only those with revert permissions may revert the Lockdown Plan. See How do I trigger/revert Lockdown Plans? 

If you feel this setting is incorrect please contact your facility manager or system administrator.

Note: Avigilon Alta Support cannot make any changes to your user permissions.

492 User Schedule Restriction

If you receive this message, you either do not have access to the entry at this time due to your user schedule, or you are using an unlock method not allowed by your user schedule. For example, your account might only have access to this location between 9 am and 5 pm Monday through Friday and if you attempt to access an entry outside of these hours, you’ll be denied.

If you’d like changes to your access schedule, please contact your facility manager or system administrator. If you are an administrator, see How do I create User/Access Group Schedules?

Note: Avigilon Alta Support cannot make any changes to your access schedule.

494 Occupancy Restriction

If an area is configured with an occupancy limit, then you may not be able to unlock an inbound reader until someone has unlocked an outbound reader.  

-1 Time Out

This message might appear when:

444 MFA - Credentials do not belong to the same user

You received this message as you are attempting to complete an unlock with the same credential types. Please use two different credential types when unlocking this entry.

445 MFA - Invalid Credential

You received this message as you are attempting to complete an unlock with the same credential types. Please use two different credential types when unlocking this entry.

446 MFA - TimeOut

You received this message as there was a timeout between credential events. This means you took too long between entering your credentials.

447 / 481 No Entries Are Authenticated

You received this error as you are choosing an invalid unlock type when multiple entries are assigned to one reader. Please verify what type of mobile unlocks are allowed on this entry with your system administrator.

462 Bad Entry ID

You receive this error if an entry is added after a user already logged into the app, but the app doesn't see the new entry yet. To resolve this try refreshing the app by swiping down on the screen just below the badge, you will see it say ‘Refreshing data…’ at the bottom of the screen. If that does not update the entries We suggest logging out and logging back in.

  1. Click the three bars on the top left of your screen

  2. Click Settings

  3. Click Log Out

  4. Follow the steps to log back in

Other Error Codes

If you receive any error code not listed here, contact Avigilon Alta Support by tapping “Send Feedback” in the Avigilon Alta Open app.

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