Improvements were made to the available Avigilon Alta Open mobile app version 2.10.0 release, including the ability for site admins to designate a User Help Contact to receive mobile help requests from the user to resolve issues faster.

To take advantage of this, site admins will go into Administration > Account > User Help Contact, click “Change Settings”, and enter an email address and phone number (optional).

You will want to be sure the owner(or owners) of the email(s) have access to Alta Access and permissions to assist users with issues.

Mobile Help Request Reasons

Error Codes, meanings, and suggested troubleshooting

Frequently reported issues and suggested solutions

Mobile Help Request Reasons

Error Code Directory

Error Codes and their suggested troubleshooting

Can’t Unlock

Provided below is a list of reasons and troubleshooting steps for why a user is unable to unlock an entry.

The user experiencing a time-out (-1 error code)

Troubleshooting tips

This message might appear when:

• A mobile device’s Bluetooth/Internet is unavailable

  • If a user’s mobile credential can’t communicate with Avigilon Alta, a user should see Avigilon Alta Open Android Mobile App Troubleshooting and iPhone BLE Troubleshooting

• An Access Control Unit (ACU) is offline and a user is attempting to unlock over Wi-Fi/Cellular (as opposed to Bluetooth)

  • Facility managers can receive alerts and monitor ACU status in Alta Access. See How do I troubleshoot Smart Hubs and Readers?

• A potential issue with Avigilon Alta

  • Please get in contact with our support team at https://support.avigilon.com/s/contactsupport if you need to create a support ticket after ruling out that the issue is not being caused by a permission setting or an ACU being offline.

Can’t unlock due to schedule (492 error code)

Troubleshooting tips

If a user receives this message, they either do not have access to the entry at this time due to a user schedule, or they are using an unlock method not allowed by the set user schedule. For example, the user 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, they will be denied.

See How do I create User/Group Schedules?

Entry is locked for the user (476 error code)

Troubleshooting tips

When an entry is disabled or in a “Locked - No Entry” state, no access is allowed regardless of the user’s 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 or needs to be updated, go to Alta Access and adjust the Entry State. To learn more, see What are Entry States?”

Unlock method is not allowed for the user (477 error code)

If you received a 477 error code, the user is experiencing this issue based on one of the two options listed below.

Troubleshooting tips - unlock not allowed

A user receives this message when they attempt to unlock the reader using an unlock method that is not currently allowed—for example, trying to Wave to Unlock at a reader that only allows in-app unlock requests. The facility manager determines which unlock methods are allowed at an entry.

See What are Entry States?

A user might also receive this message if they are using an allowed method, but their phone’s Bluetooth isn’t working properly—in this case, their phone is considered out of range of the reader because we use a phone’s Bluetooth signal to determine proximity to the reader.  

See Avigilon Alta Open Android Mobile App Troubleshooting and iPhone BLE Troubleshooting

Troubleshooting tips - lockdown override not allowed

When a user taps and holds the unlock button in the Avigilon Alta Open app, they 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?

Entry is not authenticated for the user (447/481 error code)

Troubleshooting tips

This error was received by the user as they 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 and inform your user to avoid this error.

Anti-passback restriction (486 error code)

Troubleshooting tips

Anti-passback is a way of deterring the sharing of credentials. It is commonly used with parking gates—a user must badge in before they can badge out. If a user receives this message, they should try unlocking a different reader in this area.

You can also reset a user’s Anti-passback settings. Learn more about Anti-passback settings here.

Can’t unlock due to lockdown (491 error code)

Troubleshooting tips

When an entry is in lockdown, only those users 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?

Occupancy restriction (494 error code)

Troubleshooting tips

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

See How do I enable anti-passback and occupancy management.

Credentials being used by the user do not belong to the same user (444 error code)

Troubleshooting tips

The user received this message as they were attempting to complete an unlock with a credential from a different user. The user needs to use two different credential types from the same user when unlocking this entry.

Invalid MFA credential being used (445 error code)

Troubleshooting tips

The user received this message as they were attempting to complete an unlock with the same credential types for MFA. The user needs two different credential types when unlocking this entry.

Schlage unlock not authorized (1567 error code)

Troubleshooting tips

To unlock a Schlage wireless lock, a user needs appropriate access to the entry.

If you’re a Site Admin, try the following in Alta Access:

• 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

The credential does not have Override Permissions (1576 error code)

Troubleshooting tips

• If you’re an end user:

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

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

  • Reach out to your admin, the 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 override permissions

MFA Time-out (446 error code)

Troubleshooting tips

There was a timeout between credential events. This means the user took too long to enter their credentials.

Failed unlock invalid user(464 error code)

Troubleshooting tips

Check user's profile for an end date and user status (suspended user) / valid credentials. Verify the credentials have not expired.

Failed Unlock no token found(466 error code)

Troubleshooting tips

Check the user’s credentials to make sure they are valid. Verify start and end dates.

Failed unlock no matching token(467error code)

Troubleshooting tips

Check that the user has a valid credential and that the user has access to the entry.

Failed unlock credential invalid(484 error code)

Troubleshooting tips

Check the user’s credentials for start and end dates and that they are not expired.

Can’t unlock due to lockdown

Can’t unlock due to lockdown (491 error code)

Troubleshooting tips

When an entry is in lockdown, only those users 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?

Can't unlock due to schedule

Can’t unlock due to schedule (492 error code)

Troubleshooting tips

If a user receives this message, they either do not have access to the entry at this time due to a user schedule, or they are using an unlock method not allowed by the set user schedule. For example, the user 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, they will be denied.

See How do I create User/Group Schedules?

Need After Hours Access

Access Schedule Restriction (490 error code)

Troubleshooting tips

If a user receives this message, either they do not have access to the entry due to the entry’s schedule, or they 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. If a user attempts to access an entry outside of these hours, they will be denied.

See How do I assign Schedules to Entries?

Need Remote Access

Out of range (479/480 error code)

Troubleshooting tips

If a user attempts to unlock an entry when they’re not within the reader's Bluetooth range, it is considered a remote unlock. Ranges may vary across different readers. If a user does not have Remote Unlock permissions and/or the entry does not allow Remote Unlocks, the attempt will fail. The Site Admin determines these settings.

See What is Remote Unlock and how do I use it?

A user might also receive this message if they are near the reader but their phone’s Bluetooth isn’t working properly—in this case, their phone is considered out of range of the reader.

Account Issues

Access Denied (474 error code)

Troubleshooting tips - invalid credential

A user’s Avigilon Alta Open mobile credential can only be active on one device. For example, if they click the Setup link on their phone and then on their iPad, their phone’s credential is no longer valid. If their phone is their primary device, they should log out of the Avigilon Alta Open app on their phone and log back in.

The Site Admin can also grant users additional mobile credentials.  

See How do I create a Mobile Credential?

Troubleshooting tips - provisioning delay

A user receives this message when they attempt to unlock an entry too soon after clicking the Setup link when registering their mobile credential. The user should try waiting a minute before attempting to unlock the entry.

Last to Leave

First in / Last to leave issue (487 error code)

Troubleshooting tips

To use the Last to Leave feature, the entry must have First In configured. The Site Admin determines these settings.

See How do I configure First In?

Can't find my door in the list

Troubleshooting tips

Verify what door and check the user's access in Alta Access.

Bad Entry ID(462 error code)

Troubleshooting tips

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

Guest pass issue

Troubleshooting tips

• What are Cloud Key Credentials and how do I send Guest Pass/Access Links?

• How can I create and send a Guest Pass?

There seems to be a bug

Troubleshooting tips

Investigate the user's concerns and if needed contact Avigilon Alta Support at Technical Support.

Other Error Codes

If you receive any error code not listed here, contact Avigilon Alta Support at Technical Support.

Frequently reported issues and suggested solutions

• "No accounts found", what do I do?

• The app says I don’t have access to any entries

• Avigilon Alta Open setup email not received

• Avigilon Alta Open setup email not working

• Why does Apple Wallet appear when I unlock an entry?

• I have a new phone and I can't log into the Avigilon Alta Open App

• How do I log into the Avigilon Alta Open App?

• How do I use the Avigilon Alta Open App?

• How to set up a password to log into the Avigilon Alta Open App

• Avigilon Alta Open Android Mobile App Setup and Troubleshooting

• Avigilon Alta Open iOS Mobile App Setup and Troubleshooting

• How do I scan a card credential?

For more solutions please see/search help.openpath.com