Common issues and troubleshooting for Allegion Wireless Locks
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
Where to find the approved firmware versions
Note: We recommend trying the steps in the sequence they are listed
Issue
Mobile unlock is not working
Troubleshooting steps
Check that the mobile app is on the latest version
Use the Send feedback on the Avigilon Alta Open mobile app
Check BLE reader "Communication Range" (should be long) and "Performance" (should be max)
Check if Low Frequency card reads work
Run "Identify" on the Wireless Lock Devices page (If it is a gateway-connected device)
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)
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
Check user access through the User Access Audit report
If the card is no-tour, verify that if the Schlage fob is being used it was purchased from Avigilon Alta
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
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)
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
Click the "Sync Devices" button on the wireless locks/wireless gateways page in the Control Center
Power cycle gateway
Remove/reattach network cable for gateway
Issue
Not enough licenses for non-Avigilon Alta-sourced locks
Troubleshooting steps
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
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
Go to Manage organizations
Click on the organization you would like to add Allegion to
From the Edit organization page click “Subscriptions” at the top
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
5. You should now see Wireless locks and Wireless lock gateways under Devices in the Org you added it to
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
Model | Approved Versions |
|---|---|
GWE | 01.63.02 |
Wireless Locks
Model | Approved Versions |
|---|---|
LEB (all variations) | 03.10.01 03.11.02 |
NDEB | 03.10.01 03.11.02 |
FE410B | 04.10.01 04.12.00 |
BE467B | 04.10.01 04.12.00 |
FE410BM | 05.11.39 |
BE467BM | 05.11.39 |
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