Using the filters

If you were only going to search once, you would typically choose the room or suite lock (which the resident is having issues with) and clearing the SID field.

Why? By selecting a single lock and clearing the SID we can see what’s going on with the lock itself.

Common events to look for

Anti-Tamper

When your door decides it's had enough of your shenanigans

An invalid badge swiped on a lock 6 times. Any additional swipes will show this message in the Event Log and the lock will remain in this state until the constant swipes stopped.

• Triggered by 6+ invalid badge swipes

• Lock enters a "time-out" state and blocks all access. Nobody gets in without a physical key

• You’ll commonly see this spammed in the event log before a resident will stop by the desk. Going with the resident to the door and swiping more will trigger more anti-tampers

• Fix: Stop swiping and give the lock a breather

• The lock will be usable again once it updates / one of these events pop up:

  • xyz credentials updated

  • Signon success

  • Updated timezone

  • Updated controller configuration

Updated N credential parameters

This is the big one that you want to see after some action is done like issuing a card or triggering an anti-tamper. It means the lock got updated with new information that it didn’t have before so a card that wasn’t working before might work now.

You must see this event after a lockout or temp card is issued otherwise the card won’t work.

Sign On Success / Updated timezone / Updated controller configuration

These are all parts of the startup process if the lock had to restart.
Sign on Success indicates a previously offline lock is now back online.

Communications Lost

This means that a lock has fallen offline and cannot communicate with the system. No updates will reach the lock until it comes back online (if it ever does).

• Possible causes: Weak signal, dead battery, or lock malfunction

• Fix: Wait a bit if recent, locks will typically reconnect. Submit a ticket if persistent (no other events after communication lost)

Access Level Enabled & Disabled

Looking at the time of the event, it will indicate that an access level for the lock has started its timezone (day/time combination). E.g., an event will generate at 7AM on a M-F 7AM to 9 PM.

Some access levels / clearances are only valid for a timeframe and thus the term ‘timezone’

This can also happen after a lock updates and a card becomes enabled.

Invalid Access Level

The card that was swiped in the reader is valid and may have access to that door, however, it is outside of the date and/or time range specified in the cardholder records. This is because clearances have certain times of the day and/or week that they’re valid for. Additionally, it could mean that a reader is not listed in the residents’ assigned access levels.

• Fix: Check Door Access Client for correct clearances and recent credentials updated event.

Invalid Badge

A badge is not yet activated, is expired, or does not have access to a reader. Usually means the lock hasn’t updated yet but can also mean they don’t have the right clearances on their record.

• Fix: Check for recent credential updates since it usually goes away after that. Verify clearances in Door Access Client.

Invalid Issue Code

• Old card being used after a new one was issued. Most common with newly printed Aggie cards.

• Fix: Verify issue code with USB reader and Door Access Client.

  • Check whether the issue code in StarRez, Banner, and the security systems all match up.

• Pro tip: Issue a lockout card and inform resident to wait a day if they just got the new card. Usually will fix itself after that.

Access Denied

A misread on a reader or a Wi-Q lock’s read head may be failing if you see multiple swipe attempts at a door. This could also mean a resident’s card is failing. Further assessment of the situation is needed.

• Fix: Run cleaning card through the lock, check swiping technique, physical card inspection of magnetic tracks, verify track data with troubleshooting reader. Submit a ticket if all looks good.

• Locks which are going bad will only sometimes read the card but not consistently.

Statistics

This event contains information about the lock’s battery health, signal strength, and user count.

• Good battery range is between 4.7 and 6 volts. Anything lower can result in strange mysterious behaviors.

• Signal strength: -30 to -60 is good (lower is better)

• User count: room locks are usually 100 - 150 and building locks are many more