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Touble Shooting Chart

 
 
What is not working?
Possible Causes
Recommended Possible Solutions
Not Recommended Solutions
Cannot view Axcys
VNC Viewer not connected on Client PC
Initiate Connection
 
 
VNC Server not running on Controller
Contact Support
Restart Controller
 
 
 
Use another means of connecting
 
Controller IP has been changed
Contact Support
 
 
 
Contact Internal IT Support
 
 
Controller Off
Turn On
 
 
 
 
 
New Tenants or Tenant Changes not taking effect in Axcys
PMS Provider not creating updates
Contact PMS Provider Support
 
 
LAN Transfer Not running on Client PC
Start LAN Transfer Software
          OR
Restart Client PC
 
 
LAN Transfer Not running on Controller
1.Restart LAN Transfer on Controller  
          OR
2. Restart Controller
 
 
LAN Transfer shows an error such as "cannot bind to port" on Client PC.
The port is taken either by another instance of LAN Transfer:
Restart Client PC
 
 
Axcys Interface Not Running
Close and restart Axcys.
 
 
Antivirus/Malware software removed interface application
Check for file AccMgrUpdate.exe in Axcys Folder
 
 
 
Check Antivirus chest for AccMgrUpdate.exe
 
 
Missing Exclusions in Antivirus/malware/backup
Contact Support
Edit Exclusion lists
 
 
Contact Support
 
 
 
 
 
One Keypad Not Working
No Communication Is it Red or Green on screen?
Not powered
 
 
 
Contact Support
 
 
 
 
 
No Devices Working
Axcys Software Off?
Start or restart Axcys
 
 
Controller Off?
Turn on Controller
 
 
 
Contact Support
 
 
 
 
 
Gate Will Not Close
If the Hold Open feature is used in Open Gate
Using the Open Gate function without the Hold Open option checked, press execute. This must be performed on each keypad which was told to Hold Open the gate.
 
 
Disconnect 3 position connector from keypad. If the gate closes there may be a problem with the keypad. Otherwise recheck the Hold Open feature
Contact Support
 
 
Disconnect 3 position connector from keypad. If the gate does NOT close the problem exists in the wiring or the gate operator.
Contact your field gate technician
 
 
Gate Operator Safety equipment blocked, or broken
Contact your field gate technician
 
 
 
 
 
Gate Will Not Open
Check all wire connections
 
 
 
Check fuse with meter or replace
 
 
 
Listen for relay 'Click' sound when a valid code is entered.
 
 
 
Try shorting pins 1 and 3 of the 3 position keypad connector.
If gate opens, contact support
 
 
Try shorting pins 1 and 3 of the 3 position keypad connector.
If gate does not open - Contact your field gate technician