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

Avigilon Alta Open setup email not received

Owned by Mihai Peteu (Unlicensed)
Last updated: Dec 03, 2024 by Chad Fay
2 min read

If you requested a setup email through the Avigilon Alta Open app but didn't receive one, ask your local system administrator to check the following:

Verify the user exists and is active

  1. Go to https://control.openpath.com/login and log in. To access the European Alta Access, please go to https://control.eu.openpath.com/login

  2. Go to Users > Users and locate the user. If the user does not exist, create one:

    1. Click Create User.

      • If the user has an Avigilon Alta identity, enter the email address associated with their identity, and select the checkbox Add a user from an existing namespace. You'll need to enter the namespace associated with the user's identity.

    2. Enter the user's email address, name, and start and end date.

    3. Click Save

    4. Create a mobile credential for the user. How do I create a Mobile Credential?

  3. On the Users page, check that the Status column indicates Active.

  4. If the user is Suspended or Deleted, click the checkmark next to the user's name and click the Batch Actions dropdown.

  5. Click Activate Users.

  6. Next, check that the Start Date and End Date fields are correct. (A user won't receive a setup phone link if they request one outside of these dates.)

  7. If you'd like to edit these dates, click the user's name to access their User Details.

  8. Modify the Start Date and/or End Date, then click Save.

Verify the user has an active mobile credential

  1. On the User Details page, go to the Credentials tab.

  2. Verify the user has a mobile credential and that the Start and End Dates are correct.

  3. If the user does not have a mobile credential, create one. How do I create a Mobile Credential?

  4. Click Send to email a setup phone link to the user.

The User was put on the Avigilon Alta Suppression list

If all of the above is set up correctly, the email may have been put on the Avigilon Alta Suppression list. This will happen when the email that is sent from Avigilon Alta is bounced back to Avigilon Alta. This is an issue on the customers' end that causes this. You can reach out to Avigilon Alta Support and ask them to check if that specific email is on the Suppression list. If it is, Avigilon Alta Support can remove it and you can try sending it again.

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