Users accessing elevator doors are being disabled due to inactivity

[AdamSteele]

Issue

The “User Last Active” field does not update when users access controlled elevators using their access cards.

As a result, users who primarily use elevators are incorrectly marked as inactive and automatically disabled after 90 days, despite regular use.

Product Line

EcoStruxure Security Expert

Environment

• Security Expert
• Elevator integrations (e.g., OTIS, low-level relay)
• User inactivity policies (e.g., auto-disable after 90 days)

Cause

The “User Last Active” feature is designed to track access events at doors or keypads.

When a reader expander is configured in elevator mode, the system does not associate elevator access with standard access events. Therefore, elevator usage does not update the “User Last Active” timestamp.

Note: The current documentation does not clearly state that elevator access is excluded from this feature. It only references doors and keypads, which may lead to confusion.

Resolution

If tracking elevator access as part of user activity is required, we recommend submitting a feature request through your local Solution Category Management team. This ensures the request is formally reviewed and prioritized for future development.

Workaround: Create a Report of Disabled Users

1. Open the User Report.
2. Add a filter:
   • Disable User equals Yes
     disabled user filter
     
3. Save the report layout for future use.

For detailed steps on applying filters in reports, refer to the Security Expert Community Post Security Expert User Reports.