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Access Control

Salto Device Issues

4.1 Identifying Salto Router & Door Issues

If all doors on a router are down, it is likely a router connectivity issue. If only one door is down, check if it has lost communication.

4.2 Steps to Fix Salto Router Issues

Restart the Salto Service:

  • Navigate to Server Settings > Services.
  • Restart the Oreo Salto Service.

If restarting does not work, check the router LEDs:

  • A flashing red light indicates the router is offline.
  • On-site IT must restore connectivity.

4.3 Resolving Individual Salto Door Issues

Identify if the affected door is still visible in the system.

If visible but not responding:

  • Restart the Salto Service.
  • Resync the affected door.

If the door is missing:

  • Check if the router is correctly forwarding ports.
  • Verify that the internal IP address assigned to the router matches system records.

4.4 Handling Port Forwarding Issues

  • Ensure that IT has correctly forwarded the Salto router's port to its internal IP.
  • Salto routers typically start on port 8000+, and each router needs a unique port.
  • The external port should be mapped to the internal IP of the router.

4.5 Checking Logs for Salto Communication Errors

  • Go to the Salto Service Logs.
  • Locate the affected router by searching for its device ID.
  • Look for error messages such as:
    • Cannot communicate - Indicates a lost connection.
    • Lost communication - The device has stopped responding.

4.6 What to Do if Restarting the Service Doesn't Work

  • Verify that the Salto Router is powered on and connected to the network.
  • Check the router's internal IP address and confirm that it hasn't changed.
  • Ensure that the correct external port is being forwarded to the router.
  • If the issue persists, escalate to IT support for network troubleshooting.