| Issue |
Popular Solution(s) |
| Interlocking not functioning as expected (behaviour is wrong or interlock occurs when it shouldn't). |
Commonly this is caused by a faulty door contact or a misaligned contact. To test door contacts short the door monitoring circuit on each interlock controller to simulate a closed door then re-check the behaviour. Interlocking should now only take place based on the lock timer and not the door contact. If this functions correctly wire one door contact back in to on one of the controllers and test the functionality before moving on to the next controller's door contact to ascertain where the fault lies. |
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| 2030 barcode reader is not reading cards. |
Check that the printer ink used was a true black ink and not a composite. The 2030 cannot read composite black ink. |
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| Relay B does not trigger in the event of a fire. |
Check that Relay B mode is set to Fire. To test the functionality of this open the Fire input monitoring circuit (circuit is Fire Status On when open, Fire Status Off when closed). |
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| No Comms to P3.net Controller. |
Check Firewall settings (Port numbers 10010 - 10030 on UDP and TCP/IP should be open for Doors Enterprise). |
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If a direct connection is being made check that the cable is a crossover cable and not a straight through cable. |
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Check for duplicate IP addresses on the network. Ping the IP address assigned to see if there is a response. If there is a response disconnect the P3.net from the network and try to ping again. If you can still ping then there is a duplicate IP address on the system. |
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| No Comms to P3.net Controller (Green Poll LED solid). |
Check that the Server component of the software is not running as both a Service and Application. If it is running as a Service be sure to remove the application shortcut for DEServer.exe from any Windows Users' start-up folder. This will stop the application starting as well as the Service when a User logs in to Windows. After ensuring that the application will not start automatically when a user logs in, reboot the PC and login to Windows. After the reboot, the controller will need to be power cycled before it will connect again. |
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| No comms to P3 Controller (Red Data LED solid). |
Check that all RS485 A and B connections are correct. A goes to A and B goes to B. |
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Check that the RS485 network cable is correctly earthed and screened. Any inducted voltage from other cables will be enough to illuminate the Data LED. |
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If the earthing and connections are correct it is possible that a spike caused by high voltage transients or lightning damage has damaged the network chip. If this is the case, the controller will need replacing. |
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| Comms is slow when using a 3107 USB adapter. |
Check that the latency timer is set to 2ms and not 16ms. (Windows Device Manager > Ports > Device Properties > Port Settings > Advanced). |
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| Comms has been lost after plugging the USB adapter back in. |
Check that the USB was plugged back in to the same port that it came out of. If not, then Windows will have allocated a different com port number to the device when it was plugged back in. |
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| Credential read delay on P3 when using flexi cards. |
If using more than 2000 flexi cards there will be a noticeable delay on some cards when presented to the reader. If more than 2000 flexi cards are required consider using P3+ controllers instead. |
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| Delay in lock release following a valid transaction. |
Check that no delay has been programmed in to the lock release. |
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Check that the locking devices are adequately suppressed. Back EMF issues can damage relays. |
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| The card is working ok but the door is not releasing. |
Check to see if the relay controlling the door is changing state - if not then it is likely a faulty relay. |
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Check to see if voltage is being applied or removed at the lock - if it is then there is a fault with the lock. |
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| The door is constantly unlocked. |
Check if a time zone is in effect on that door. |
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Check to see if the door has been latched open manually via the PC. |
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Check the voltages at the lock. Is the lock fail safe or fail secure? |
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| Door controller freezes or locks up. |
Check earthling, cabling and for adequate lock suppression (back EMF). |
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Check current load on PSU. |
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| Doors Express has not installed correctly (P2 Server has not installed and started automatically). |
Ensure that you are installing under the full administrator account. |
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Disable User Account Control in Vista or 7. |
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Run a repair in "Add or Remove Programs" in XP or "Programs and Features" in Vista or 7. |
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| Client software does not connect to the Server software. |
Check to see if the Client is using the right IP address to communicate to the Server (Server Settings link). |
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Check Firewall settings (Port numbers 10010 - 10030 on UDP and TCP/IP should be open for Doors Enterprise). |
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If the IP address of the Server PC has changed whilst Doors Enterprise has been running, and the connector is set to Auto-detect IP address then either restart all components of Doors Enterprise or reboot the machine. |
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If the Server is on a different PC to the Client, check if the Server IP address has changed and enter the new one if so (Server Settings link). Consider fixing the IP address of the Server PC if this happens regularly. |
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| Card data import failure V7. |
Try using the csv file format instead of xls |
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Check for non-standard characters in the import file |
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Check that column headings in the import file match those exactly in Doors Enterprise |
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If importing card data from V5 or V6 remove the Distributor code from the Card ID (first 4 digits) V7 uses 8 digit card numbers |
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| Cards not registering V5, V6 & V7. |
In card packs check to see if the site to register the cards on has been selected |
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| Card Filters do not display correctly in Doors Enterprise V7. |
Do not sort by a Boolean field (True or False, Yes or No) |
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If using a date field in Custom fields, update the software to V7.01.0222 (available at http://www.progeny.co.uk/Software-Downloads.aspx) |
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| Connector program is not sending event logs to the Server V5, V6 & V7. |
Check to see if the connector is using the right IP address to communicate to the Server |
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Check Firewall settings (Port numbers 10010 - 10030 on UDP and TCP/IP should be open for Doors Enterprise). |
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If the IP address of the Server PC has changed whilst Doors Enterprise has been running, and the connector is set to Auto-detect IP address then either restart all components of Doors Enterprise or reboot the machine |
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| Card numbers in the event report do not match those entered giving an "Unknown Card" or "No Card Pack" transaction V5, V6 & V7. |
Check that the reader technology is set correctly |
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Check that the Clock and Data wiring is correct (if reversed a different number is generated by the controller when the card is read) |
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| Invalid card event is reported but the card details (access level and enabled status) appear to be correct. |
Check to see if the card has gone dormant (Use the Dormant Card Filter to see if it has or open the record directly). |
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The controller may not have the correct information about that card. Update the hardware with "Enabled Cards Only". |
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| No event transactions appear in the live report in V5 software (this sometimes comes with a "duplicate records will be created" error message). |
Corrupt eventlog.mdb commonly caused by not shutting the PC down properly. Run syncdata.exe and use the synchronise and compact and repair tools from there. |
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Start a new eventlog.mdb file |
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| Time Zones do not fucntion correctly in Doors Express. |
Update the software to the latest build (available at http://www.progeny.co.uk/Software-Downloads.aspx) |
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| HID Reader not reading cards (short beep and /or seven flashes of the LED). |
The reader has lost it's configuration or the reader technology is set incorrectly. HID 125KHz readers can lose their configuration in the events of power spikes or a supply voltage below 5V |
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| SQL 2005 Express will not install on a Windows XP SP3 machine. |
XP SP3 may have had MSXML6.0 installed prior to SQL and it is a newer version than the one that SQL 2005 is trying to use. SQL will not install under those circumstances. Run the Microsoft fix tool on the software CD then run the software installation again. |