Credential not giving access

The following information will help you troubleshoot common access card problems and provide details for a more efficient support request.

Understanding the Problem:

Access Denied: If your keycard, fob, or badge doesn't grant access to a door you expect it to, the issue likely lies with group access permissions or communication problems between the Access Control Unit (ACU) or 'panel' and the Keyscan server. This doesn't necessarily mean the credential itself is malfunctioning.

Reader Response:

• Beep and Short Green Flash: This indicates a valid read but the card isn't programmed properly for access in the system.
• Beep and long Red LED: Access denied (valid read, but lacking proper group access levels).
• Beep and long Green LED: Access granted!
• No Response: This indicates an invalid read or failure to read, which could mean the credential is malfunctioning, the wrong format for the reader, or the reader itself might have a problem.

Troubleshooting Steps:

Before submitting a service ticket, try these 5 steps:

1. Credential Type Verification: Compare the credential type you are using with the type your system requires (information might be included on the packaging) 26-bit, Wiegand, HID etc. see fig1 below
   
2. Verify Group Access Level: Within the Card Holder information window, you will find a tab where group access levels are selected, ensure your credential has the necessary access level to enter that specific area.
3. Check Facility Code: Within the Card Holder information window, confirm the facility code (batch number) programmed matches the Card Holder information for the credential in question.
4. Credential Function Test: Try the credential on another door where it has access in a different area of your facility.
5. Check Last Card Transactions: Within the Card Holder information window, locate the tab titled 'Last Card Transactions'. Here, you can view a list of the last few times your card was used at a reader in the system, indicating a successful read (granted or denied access). Click the button labeled 'Last Card Transactions' to retrieve this information.

If the problem persists:

If none of these steps resolve the issue, please submit a service ticket and include the results of any troubleshooting you performed from the above-mentioned steps. A technician will be assigned to assist you further.

figure 1