Troubleshooting Guide

Modified on Thu, 20 Oct 2022 at 11:36 AM


The reader is not working properly.

Related Pages: Door Operations and Status


The reader is not responding (no lights, does not beep when keys are pressed, etc.)

  • Have maintenance personnel ensure that the reader and door controller have power.
  • If power is confirmed, the reader may need to be replaced. This will require a locksmith or systems integrator to be dispatched. 
  • If no power is being sent to the reader, check the power for the system. If the system has power, the reader will need to be replaced as noted above, but if there is no power, then that will need to be resolved first by a technician.

Submitting a Ticket: Access Control -->Hardware Troubleshooting-->Reader OR Power Supply


The reader is responsive (lights are on and responds to key presses), but does not change color even when valid codes are input.

  • Is the door scheduled to accept credentials at this time? In Blueweb, check on the Doors page, you can see shift times by expanding the "Who has access to this door" section. In BlueView, look under Configure>Card Holder Permissions and check in the Configuration screen. 
  • If your system uses Manager Shifts, make sure that someone with manager or opener access has input their code to start the shift.
  • If your system uses Dual Credentials, be sure that the right credentials are being used in the correct order.
  • Double check to ensure credentials are being entered properly.
  • Check in BlueView, under Configure>Doors to ensure that the correct credential type is set for the door.
  • Try to push a FULL activation to the door. Use the Advanced Troubleshooting Features on the web interface Doors page to do this in BlueWeb, or use the Activation screen under Configure>Card Holder Permissions in BlueView.

Submitting a Ticket: Access Control -->Software Configuration-->Adjust Cardholder OR Manage Permissions


The keypad turns green for valid codes, but the door does not unlock.

  • Try to confirm by sending an Operation Admit from the software or web interface. If it does not open, then it is most likely a physical issue with the door or wiring with the power, which will require a locksmith on site to diagnose and resolve. This can
  • Push a firmware update to the door, refer to our Guide here to ensure that it is done correctly.

Submitting a Ticket: Access Control -->Hardware Troubleshooting-->Locking Hardware OR Power Supply


Most people's codes work, but one or more of them are having trouble getting in.

Related Pages: Guide to BlueWeb


Check the door's status in the software. For the web interface, on the Doors page, it shows the current status of the door at the top of the page.

  • If the door status is CONNECTED: Normal or CONNECTED: Unlock Shift, this means the door is online and communicating.
  • If the door status is OFFLINE, this means that the door is not communicating on the network, and is therefore not getting updates. Refer to Understanding Door Status and follow the steps for offline doors.

Submitting a Ticket: Access Control -->Hardware Troubleshooting-->Network Conflict 


If the door is connected and communicating properly, go through the checklist below:


Is the person in the system? If your systems automatically synchronizes with a record table, give it some time to update, some systems can take up to 48 hours to add new cardholders. If they are already in the system, you can look in the web interface, on the People page. Search for the person by name or employee ID, then click on their name to see more information about them and check the following.

  • Check the person's STATUS: It should be set to Active. Use the button to Reactivate the person, if necessary.
  • Check the person's CREDENTIALS:  If there's no credential, you will need to assign one. Confirm that it also matches what they are currently trying to use to enter the door for both number and credential type.
  • Check the person's ACCESS GROUPS: The associate needs to be assigned to the group that matches the doors they need access to.
  • If you make any changes to the person, allow at least several minutes for the changes to become active at the door. You can expedite this process by using the Advanced Door Operations in BlueWeb or in the Activation tab of Configure Cardholder Permissions.

Submitting a Ticket: Access Control -->Software Configuration-->Adjust Cardholder OR Manage Permissions


The door is locked when it should be unlocked, or vice-versa.

Related Pages:

  • Check the reader lights: Typically, a green light on the reader indicates a door is unlocked, and a red or blue light on the reader indicates that the door is locked.
  • Check the door's status in the software: In the web interface, on the Doors page, it shows the current status of the door, as well as any existing unlock shifts that apply to the door.
  • If the reader light and software status does not match you're seeing at the door - for example, the reader light is green but the door is locked, and/or the software reports "CONNECTED: Unlock Shift" but the door is locked - this will typically require a locksmith or systems integrator to be dispatched. Contact one on your own (in case of emergency), or make alternate arrangements for the door until BlueWave is available to dispatch one for you.
  • If the reader light and software status do match what you're seeing at the door - for example, reader light is red and the door is showing locked "CONNECTED: Normal" in the software, and the door is locked. In this situation, use the "Door Operations" section to make any changes needed to the door's hours. Please be patient - any changes you make may take several minutes to go into effect at the door.
  • If  the door status is OFFLINE, this means that the door is not communicating on the network, and is therefore not getting updates. Refer to Understanding Door Status and follow the steps for offline doors. 
  • Push a firmware update to the door, refer to our Guide here to ensure that it is done correctly.

Submitting a Ticket: Access Control -->Hardware Troubleshooting-->Locking Hardware OR Power Supply


The motion sensor, push button, or other device is not working with the door.

  • Ensure that your main door functions are working, such as your reader and door hardware. Testing an Operational Admit from the software or web interface is best to test this.
  • Check on your Advanced Door Configuration to confirm that the correct settings are set for your peripheral device. Refer to the Advanced Door Guide if needed.
  • If everything looks fine on the software end, there may be a wiring or device issue, contact your local locksmith or have us schedule one for you.

Submitting a Ticket: Access Control -->Hardware Troubleshooting-->REX Device OR Unknown/Other


The door controller will not take any updates, from permissions or firmware.

  • Confirm your network connection and ensure that ports are configured correctly if you have an advanced network setup.
  • Cycle the power on the board, then try to firmware update again.
  • Though our boards can last for many years, they will eventually wear out from use. If your board is not responding and no longer updating, you may need to replace it.

Submitting a Ticket: Access Control -->Hardware Troubleshooting-->Board Memory





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