Issue
Steps for Troubleshooting Readers
Product Line
EcoStruxure Access Expert
Environment
Access Expert Hosted V3
Cause
Readers are offline or not returning the correct card data
Resolution
Common Issues
| Issue | Solution |
|---|---|
| My reader is not returning any data when I present a card |
Check to make sure the technology card you are using matches the requirements of the card reader. A prox card will not work on an iClass reader. Check the Reader wiring to confirm CLK and DATA on wired correctly. Check that the Reader addressing matches the reader port. Check the power being supplied to the reader. Multiclass readers cannot be powered off S2 (green boards). They require an external power supply. Bluetooth readers cannot be powered off the S2 (green) boards. The power required by the Bluetooth readers is directly related to the range at which the Bluetooth readers are programmed to work. |
| My reader is returning different results every time I swipe my card. | Check the power to the reader. If the reader requires more power than the board can provide, use a dedicated power supply. |
| My reader is returning the correct number of bits but the encoded card information is incorrect. | Check to make sure your CLK and DATA wires are not switched. If the CLK and DATA wires are switched the 0's and 1's will be inverted causing the card number reported to be wrong. |
| My reader is returning the correct number of bits but the raw HEX data is all 0's. | This is most often caused by a bad reader or a bad port on the Mercury board. Check the reader wiring and power first, then try the reader on a different port. |
| My EP1501 uses the Reader 1 port for my SIO, how do I utilize the on-board reader? | The on-board reader for the EP1501 is placed on the internal port and is physically placed on Reader 2 (TB3); it should still be addressed as reader address '0' in Feenics. |
| I wired my reader to Reader 1 on the board, what's my reader address? |
All reader addresses are -1 from the physical port the reader is wired to. Reader wired into Reader 1 is address 0. |
| I don't understand what to set my offline access method to. |
No Change: Reader access will remain in the 'Online Access Method'. Facility Code Only: Only the facility code is required to receive and access granted event. Unlock: The reader will unlock during its offline state. Lock Down: The reader will be locked down during its offline state. |
| OSDP Reader goes offline when I select 'Secure Channel'. |
From the top menu bar select 'Start Linking Mode'. The OSDP reader will come back online. Please Note: The OSDP reader must be new or never have been configured for Secure Channel previously. If it was previously configured for Secure Channel it will need to be reset with a config card. |
| My Engage NDE/LE lock is showing a Magnetic Tamper | Follow the manufacturers instructions to calibrate the door sensor. |
| My reader is posting "Access Granted - Not Used" events. | This can happen for two reasons. First, the cardholder badged at the door but never opened the door to enter. Second, the door does not have a door contact wired at the door and one is programmed into the system. Since there is no device telling the system if the door was used, the system reports no door use. |
| My reader is posting "Access Denied" events immediately after "Access Granted" events. |
Whenever troubleshooting event data always be sure to expand the event message to learn more. If the event is returning data is without a card read following the first access event, it suggests there may be power coming back into the comms, or are sending feedback into the comms loop. You can test this by
A thorough investigation of the power wiring on the board will help isolate the location of the issue. |
| My reader is posting "Access Denied - Incomplete Card or PIN Sequence" |
The Card and PIN reader mode requires a valid PIN sequence followed by a valid card read. The Incomplete Card or PIN Sequence can occur
Keep in mind, if someone enters a random PIN sequence at a reader and happens to guess a valid PIN but does not present a card, this event will show. |
| The reader is producing an "Unidentified Person on Site" event. |
This event is produced when a controller grants access at a reader to a cardholder that is on the controller database, but that is not currently within the Feenics Database. This can happen if a controller missed an event when a person was deleted from the database. The system will delete this card from the controller after this event. The next step is to identify the person and remove them from the building. |
| The reader is posting "Access Denied - Invalid Facility Code" but showing the correct Facility Code in the expanded event data. |
This can occur if the Card Format programmed with the appropriate Facility Code on the controller does not have the correct parity bits for the card being used. The Mercury Service checks the Card number, the Facility Code, and the parity bits in that order. Due to this, when creating a card format, the parity bit is often the last part of the Card Format to be checked. |
| Access Denied - Card/Pin Not Found |
The User does not have access to the door. Add the User to the door through an Access Level |
