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How do I troubleshoot an offline ACU?
- Mihai Peteu (Unlicensed)
- Chad Fay
- Liz McFarland (Unlicensed)
The Device Dashboard in Avigilon Alta Access shows the online status of an ACU (Controller) in the Status column
Icon | Description |
|---|---|
Disconnected. The ACU is offline. The last message from the ACU was received more than | |
Connected. The ACU is online and communicating normally. | |
Warning. The last message from the ACU was received more than 12 minutes ago, or | |
Muted. Undetermined or muted. |
Any offline devices float automatically to the top of the feed followed by devices in a warning state to make it easier to see any issue. You can use the STATUS drop-down to filter the results.
The READERS column for Controllers/Video Controllers displays the total number of readers, and indicators showing how many are online and offline.
If your ACU is offline, try the following:
Check that all network requirements are met: Network Requirements for Avigilon Alta.
Check that the Ethernet cable is securely connected to the ACU and the switch, router, or modem.
Unplug the Ethernet cable from the ACU and plug it into a laptop to check if there is Internet service.
Check the status LED: What do the LEDs on ACUs/SDCs mean?
Use the Remote Diagnostics tools in Alta Access: How do I troubleshoot ACUs and Smart Readers?
Reboot the system by unplugging the ACU from power. Make sure to disconnect any backup battery first, and power it down for a MINIMUM of 30 seconds before powering it up. Wait a few minutes before checking the Hardware Dashboard. You can attach the backup battery after it is up.
To receive alerts when an ACU goes offline, see How do I set up alerts?
Note: You may need to refresh the page to see if the ACU changed from offline to online
If after trying all of the steps above you cannot get the ACU back online we recommend reaching out to your installer to come out and check the hardware. If there have been network changes made we also recommend reaching out to your installer.