Contact support

Access Control

General Access Control Issues

Initial Checks

  • Identify the affected users.
  • Check the event logs to see if access attempts are recorded.
  • If multiple users are affected, it may be a system-wide issue.

Common Reasons for Access Denial & Fixes

Expired Security Groups

  • Go to Personnel > Select the affected user.
  • Check their Security Groups.
  • If expired, extend the validity or assign to an active group.
  • Ensure the door is included in that security group.
  • Save changes and sync updates.

Expired Access Cards

  • Navigate to Personnel > Additional Settings.
  • Check the card number and expiration date.
  • If expired, update or assign a new card.
  • Save changes and sync updates.

Incorrect Door Permissions

  • Navigate to Access Control > Security Groups.
  • Select the affected security group.
  • Check if the door is included.
  • If missing, add the door and save changes.
  • Sync updates.

Access Control Calendar Expiry

  • Go to Access Control > Calendars.
  • Check the calendar end date.
  • If expired, extend the date.
  • Save changes and test again.

Escalation Process

When to Escalate

  • If all troubleshooting steps fail.
  • If settings cannot be reverted.
  • Persistent errors in logs.

How to Document & Escalate

  • Collect: Device type (Suprema, SY400, or Salto).
  • Affected user(s) and timestamps.
  • Error messages.
  • Actions taken.
  • Submit summary to second-line support.