Access Control Troubleshooting Guide

# Access Control Troubleshooting Guide

Common issues and solutions for Paxton Net2 and Salto access control systems.

## Quick Diagnostic Steps

### When User Can't Get In

1. **Check token/card**
– Is it enrolled in the system?
– Does user have access to this door?
– Is it within the valid time period?
– Is the token active (not disabled)?

2. **Check reader**
– Does reader LED light up?
– Is there power to the reader?
– Is the reader connected to the network?
– Try a known working token

3. **Check door lock**
– Is the lock receiving power?
– Does the lock buzz/click when token presented?
– Is the door physically binding?
– Check the door contact status

4. **Check software**
– Is the door showing online in Net2?
– Are there any events in the log?
– Has the user been deleted?
– Check timezone restrictions

## Paxton Net2 Issues

### Door Showing Offline

**Symptoms**: Door greyed out in software, no communication

**Causes & Solutions**:

**Diagnostic Steps**:
1. Ping controller IP from server
2. Check network cable connections
3. Verify power supply (12V DC)
4. Restart controller (power cycle)
5. Check Net2 services are running

### Token Not Working

**Symptoms**: Valid token not opening door

**Checks**:
1. Present token to reader
2. Check reader LED response:
– Red = Token not recognized
– Amber = Token valid but no access
– Green = Access granted

**Solutions**:

**Red LED (Token not recognized)**:
– Token not enrolled – Enroll in software
– Wrong token type – Check format (MIFARE/Prox)
– Token damaged – Issue replacement
– Reader fault – Test with known good token

**Amber LED (No access rights)**:
– Check user has access to this door
– Verify timezone allows access now
– Check anti-passback hasn't triggered
– Verify user not suspended/deleted

**Green LED but door doesn't open**:
– Lock wiring fault
– Lock power issue
– Door contact preventing release
– Lock mechanism failure

### Lock Not Releasing

**Symptoms**: Token validates (green LED) but door stays locked

**Electromagnetic Lock (Maglock)**:
1. Check power to lock (12V DC)
2. Listen for click when token presented
3. Test with multimeter – should drop to 0V
4. Check armature plate alignment
5. Verify door isn't binding

**Electric Strike**:
1. Check power supply
2. Verify fail-safe/fail-secure configuration
3. Test strike with direct power
4. Check mechanical binding
5. Verify door frame alignment

**Electric Mortice**:
1. Check power (may need high current)
2. Listen for solenoid click
3. Test with direct 12V supply
4. Lubricate if mechanical binding
5. Check for physical damage

### Reader Issues

**Reader Not Powering Up**:
– Check 12V supply at reader
– Verify cable continuity
– Check for cable damage
– Test with different reader

**Reader Powers But Doesn't Read**:
– Wrong token type (MIFARE vs Prox)
– Token compatibility issue
– Reader fault
– Interference from other devices

**Intermittent Reading**:
– Loose connections
– Cable too long (max 100m)
– Interference from power cables
– Reader mounting issue

### Software Issues

**Net2 Won't Start**:
1. Check SQL Server is running
2. Verify Net2 services:
– Paxton Net2 Server
– Paxton Net2 Tracing
3. Check Windows Event Log
4. Restart services

**Cannot Login**:
– Wrong operator credentials
– Account disabled
– SQL connection failed
– Corrupted database

**Slow Performance**:
– Database needs maintenance
– Network congestion
– Server underpowered
– Too many events in log

## Salto Issues

### Offline Lock Problems

**Lock Not Updating**:
1. Check battery level (low battery = no updates)
2. Verify lock within range of gateway
3. Check gateway online status
4. Force manual update via PDA

**Lost Programming**:
– Battery completely drained
– EEPROM fault
– Reprogram lock entirely

### Wall Reader Issues

**Reader Not Communicating**:
– Check BUS wiring
– Verify termination resistors
– Check for shorts on BUS
– Test BUS voltage (should be ~12V)

### Door Status Incorrect

**Door Always Shows Open**:
– Door contact wiring fault
– Contact out of alignment
– Cable break
– Wrong contact type (NO vs NC)

**Door Always Shows Closed**:
– Contact stuck closed
– Wiring short
– Contact physically damaged

## Network Issues

### IP Camera/Reader Drops Connection

– Check PoE switch capacity
– Verify network cable quality
– Check for IP conflicts
– Monitor network traffic
– Check switch port settings

### Slow Response Time

– Network congestion
– Too many devices on segment
– Poor cable quality
– Switch capacity exceeded
– Server overloaded

## Environmental Issues

### Outdoor Reader Failures

**Moisture Ingress**:
– Check reader IP rating suitable for location
– Verify gasket/seal intact
– Check drainage holes not blocked
– Consider upgrading to higher IP rating

**Temperature Extremes**:
– Check operating temperature range
– Add heating/cooling if needed
– Install in sheltered location
– Use industrial-grade readers

**Physical Damage**:
– Vandal-resistant readers
– Protective covers
– Height positioning (out of reach)
– CCTV coverage of readers

## Preventive Maintenance

### Monthly Checks
– [ ] Test all doors with valid token
– [ ] Check event logs for errors
– [ ] Verify all doors online
– [ ] Test emergency release
– [ ] Clean readers

### Quarterly Checks
– [ ] Check all connections
– [ ] Test backup battery
– [ ] Update firmware
– [ ] Review user access rights
– [ ] Clean door contacts

### Annual Checks
– [ ] Full system test
– [ ] Replace reader batteries (wireless)
– [ ] Mechanical inspection of locks
– [ ] Cable integrity test
– [ ] Database backup and maintenance

## Emergency Procedures

### Complete System Failure

1. **Switch to override mode**
– Use physical keys
– Override switches
– Break-glass units

2. **Contact installer**
– Have support number available
– Document system details
– Remote access capability

3. **Temporary measures**
– Manual key control
– Security guard
– Log all access manually

### Fire Alarm Integration Failure

– Check fire relay operation
– Test manual release
– Verify doors unlock on alarm
– Check power supply to locks

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*Last updated: February 2026*
*For qualified access control engineers. Always follow manufacturer guidelines.*