Various disruptions (e.g., power or internet outages) may cause the access control system to lose connectivity. This means that the doors or gates may not open using the application. This guide explains possible reasons for access control issues and provides steps that can be taken to resolve the issues.
1. Check the status of the door
Access control connectivity issues are often first noticed when doors do not open via the application. Verify this by checking the status of the door in the system's administration side by selecting:
→ "Gym"
→ "Door control"
→ On this page click the blue button "Get current door state" for each door or gate.
Click the button at least three times, waiting a few seconds between clicks, to see if the systems displays an error.
Access control works
If access control is functioning, the system will show an info window displaying the door's current status, such as "Door is locked" or "Door is unlocked/open". In this case, no further action is required.
Access control does not workIf the system displays the error message "Unknown error acquiring relay data from controller..", then it was unable to connect to the access control system.
In this case, follow the steps below.
Error displayed when unable to connect to the access control system.
2. Check the connections
If the above error message is displayed, perform the following checks:
- Power supply: Check if there is still a power outage. Even if the facility has power, a fuse that controls the door or controller may have blown. Once power is restored, recheck the door status (step 1)
- Internet connection: Check the internet connection status. If the connection is down, contact your internet provider. Once the connection is restored, recheck the door status (step 1).
3. Restart the device
If the system still displays the error message after confirming that the power supply, fuses, and internet connection are working, follow these steps:
- Restart the access control controller by unplugging the controller's power adapter from the socket for one minute, and then plugging it back in. The power adapter typically resembles an old mobile phone charger. Images of the controller are provided below.
- Once the controller has been restarted, wait for a moment before checking the door status again (step 1):
- If the system displays an info notice with the message "Door is unlocked" or "Door is locked", the access control system is functional, and no further action is required.
- If the system still displays the error "Unknown error acquiring relay data from controller..", submit a support request via the admin panel by clicking the support icon (person with headphones). The subject of the request should be "Access control not working".
- If the system displays an info notice with the message "Door is unlocked" or "Door is locked", the access control system is functional, and no further action is required.
The access control controller is one of these devices:
HID EDGE EVO EH400-K
HID VertX EVO V2000
HID VertX EVO V1000
4. Internet connection changes
Has your internet connection changed? If so, the public IP address has likely changed and port forwarding settings may have been lost, especially if there were also changes to network devices. The system will be unable to connect to the controller.
- Inform us of your new public IP address by submitting a support request through the system. Note that the access control system requires a public static IP address, which means it must remain the same. If your computer is on the same local network as the controller the public up adress can be found by for example visiting: https://ipv4.icanhazip.com/
- Ensure that port forwarding is configured for the controller on ports 21, 22, 443, and 4050. Additional ports may be required if there are multiple controllers. Refer to our port forwarding instructions for more details.
5. Changes to the local network
If a new device has been added to the local network, it might share the same local IP address as the controller, causing network interference. To resolve this, change the IP address of the new device to a suitable alternative. Ask the installer of the new device for guidance if needed.
6. Access control appears to be functional in the administration side and/or the application, but the doors do not open
An issue with the electric locks is the most likely cause.
- Check if the electric locks are receiving power.
- Check if there are any mechanical issues with the locks.
Contact an electrician to inspect the locks if necessary.
Contact support if issues persist
If the steps outlined in this guide do not resolve the issue, contact WiseNetwork support by submitting a request through the system. You can do this from any admin panel page by clicking the support icon (a person wearing a headset).