Troubles

  • Possibly fell off the network
  • Check network cable: is everything plugged in properly?
  • Power Cycle system
    1. Unplug network cable and undo backup battery in metal can
    2. Wait 2 mins
    3. Plug both back in
    4. Wait 5 mins before checking connection
  • Did the light flash?
  • Did you hear the mechanism try to unlock the door?
  • The door might be misaligned or the door strike might be bad
  • This message indicates that a known user’s card or pin has attempted to access the listed door and failed, or the credential used is not associated with a user
  • Verify the credential being used is associated with a user
    • To verify the credential using the Alarm.com customer website
      1. Log into the Alarm.com customer website
      2. Click User Access
      3. Click Users
      4. Click the horizontal 3 dot icon next to the user in question
      5. Verify the credential (Badge or Pin Number) displays on the User Profile
    • To verify the credential using the Alarm.com app
      1. Log into the Alarm.com app
      2. Tap the 3 horizontal line icon
      3. Tap User Access
      4. Tap the down arrow icon next to Access Plans
      5. Tap the horizontal 3 dot icon next to the user in question
      6. Verify the credential (Badge or Pin Number) displays on the User Profile
  • Verify the user and their credentials are part of an Access Plan that includes the door they are trying to access
    • To verify the user and their credentials using the Alarm.com customer website
      1. Log into the Alarm.com customer website
      2. Click User Access
      3. Verify the doors are associated with the access plan
      4. Click Edit, followed by Users
      5. Verify that the User is selected in the Users List
    • To verify the user and their credentials using the Alarm.com app
      1. Log into the Alarm.com app
      2. Tap the 3 horizontal line icon
      3. Tap User Access
      4. Verify the doors are associated with the Access Plan
      5. Tap Edit, then select Users
      6. Verify that the user is selected in the Users List
  • Verify the user is allowed access to that door according to the timetable
    • To verify the user is allowed access using the Alarm.com customer website
      1. Log into the Alarm.com customer website
      2. Click User Access
      3. Verify that the timetable is active for the current time and or day
    • To verify the user is allowed access using the Alarm.com app
      1. Log into the Alarm.com app
      2. Tap the 3 horizontal line icon
      3. Tap User Access
      4. Verify that the timetable is active for the current time and or day
  • If the current timetable is not correct, you will need to adjust the timetable for the Access Plan