Troubleshooting: Credentials not working

If a credential does not work at a door or elevator, you can test the reason why access is denied.

What you should know

For a credential to be granted access at a given door side or elevator floor, the following conditions must be met:
  • The credential’s profile must be enabled
  • The credential must be associated to a cardholder
  • The cardholder’s profile must be enabled
  • There must be at least one access rule that specifically grants access for that cardholder or the cardholder’s cardholder group.

If these settings are not correct, access is denied.

To troubleshoot why access is denied:

Use the Access troubleshooter tool to determine why the cardholder does not have access to a door or elevator.