Troubleshooting your Access Control system

Your access control system is run by a small computer called the Gatekeeper.

If you’re having trouble with access or check-ins, here’s how to get things moving again.

1. Check power and internet

Start by finding your Gatekeeper and make sure it’s plugged into both power and the internet.

2. Use on-screen troubleshooting

If an error shows up next to a reader on the Visitors page, click the Troubleshooting button. This takes you straight to a help article tailored to that specific issue.

The articles guide you through quick checks, simple tests, and step-by-step fixes you can do any time of day. Each article also has a built-in form to contact support directly, showing exactly what you’ve tried so we can help faster.

3. Troubleshooting without an error

Even if no error appears, you can find helpful troubleshooting resources on our website,. Just match the symptom, for example Door isn't opening, and follow the steps provided.