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Determining What Is Wrong

 
Determining What Is Wrong
I.     First you must identify what the problem is, before a cause and solution may be found. There are three basic causes for keypads not working
i.     Power – revealed when the device appears off, without display and does not make any noise when the touchpad is used.
 
ii.     Data – revealed when looking at Axcys in the lower right corner of the screen, the system shows Remote X where X is a number such as 1, 2, 3 etc.  To the right of that is either a RED or GREEN box.  Green indicates the remote is responding to polls, having good communication, RED indicates lack of communication.  An occasional Red blink is not cause for concern. 
 
 
 
iii.     Tenant Information (unit ID and/or PIN)   -  A PIN is entered in the keypad but the computer rejects the PIN as an invalid code, invalid area or closed (time).
NOTE:  Power and Data  trouble shooting are handled together.  Tenant Information is handled separately.
 
iv.     Gate Does Not Open - The Keypad Communicates properly and the PIN  is accepted (Keypad Screen Reads “Access granted” or your custom text message) , but the gate does not open.
 
II.     Tenant Information:
i.     Invalid Code - When a PIN is entered in the keypad but the computer rejects the PIN as an invalid code, verify that the PIN is properly set up in Axcys. On the main screen go to Tenants->Accounts.  Push F12, then type the PIN and press the enter key.  If the record shows up in the box, click on it.  If not, the PIN has not been given to Axcys by the management system OR has been improperly entered (NRC codes and users without Management Systems).
ii.     When a PIN is entered in the keypad but the computer rejects the PIN as  closed (time),  on the main screen go to Tenants->Accounts.  Push F12, then type the PIN and press the enter key.  If the record shows up in the box, click on it.  Verify that the correct time permission are set.  For example if a tenant has 24 hour access, and they are set to standard gate hours, this would be incorrect.  Adjust the settings for this tenant in the Management System
iii.     When a PIN is entered in the keypad but the computer rejects the PIN as an invalid area this can be caused by:
1.      A missing Unit ID (Tenant not assigned a unit)
2.     Keypad Zones set up and this Tenant is either not assigned any Zone or not assigned to the correct zone(s). 
On the main screen go to Tenants->Accounts.  Push F12, then type the PIN and press the enter key.  If the record shows up in the box, click on it. 
The Keypad ZONE number is listed top center of the screen.  This zone number MUST match the zone number assigned to the Keypad being used.
Note:  Zone numbers are NOT mandatory!
To check on the Unit ID assignment, click on the button “Show Units Assigned to Account ...”  If no units appear,either the Tenant information was incorrectly set up, or, when using a management system an information transfer failure occurred.  
To correct, first try performing an initial load from your Management System (each Management System provider calls this a different name. Some use initial load, others refer to it as a full gate download).  Once this is performed, recheck the tenant data in Axcys.  If still not working, consult your Management System Supplier or Global support for more help.
 
 
Note
ALL changes to tenant information MUST be made in the Management System.  If made in Axcys, these changes will be over written by the Management System during its next update to Axcys.
 
 
III.      Power and Data  trouble shooting
Note
If the receive LED goes on, but the Reply never goes on, either the data wires are reversed polarity (RS485 only) or the keypad is not addressed properly.
 
 
1.     Does the Keypad have power? Generally, if the LCD is on, there is power to the device. 
If so go to #2
If not, check fuses, if fuses (1Amp) are good check the power supply with a Volt Ohm Meter (VOM).   The power should be 12VDC or Greater but not to exceed 18VDC.
If fuses are good and power supply is good, this unit will need to be returned to the factory for repair.
2.  Power cycle the device by removing power, wait 30 seconds, then apply power again. Is the problem fixed? If not go to #3
 
3.     Is it communicating?
If so good - Go on to #7
 
If not,  review the section:  How to Replace Component Modules
 
Also, on the KP hit the * key then the # key. Read the top and bottom lines. The top should say MDM or 485 Or 900 . The bottom line will have the address (Adr=) then the number (1 in your case). If other than 1, say 52719, this means that the address got scrambled from a lightning strike or other power surge. We can re-program the address easily using Axcys Support & DiagnostyX.   See Addressing Remotes  section.
 
If the address is correct, then most likely it has suffered a more severe hit from the storm and its on-board surge protectors need to be looked at. This will require a return to us.
 
4.  Make sure that the connections are secure (a gentle tug on each wire will proove this); no stray wires are touching adjacent wires; connections are tight; none are missing or broken elsewhere.
 
5.     Is the COM Format Module (Communications Board) attached properly?  During shipping or on-site customer/technician review this board may have been removed, and inadvertantly reinstalled incorrectly. See this section:  How to Replace Component Modules
 
6.      The default Address for any device produced by Global is 52719.  If an attempt is made to replace a part with one which has not had its Address changed to match what it is replacing, it will not work properly.  In many cases, Global Pre-Addresses many devices *if it knows in advance* the desired Address.  For keypads, the Address can be obtained by pressing the * key then the # key as stated previously in this section.  For other addresses, see this section:  Addressing Remotes
 
7.     At this point most common issues will have been addressed.   If you have technical support, please email our tech support at support@global-electronics.com  or Call 602-437-8005.
 
I.      Gate Does Not Open - The Keypad Communicates properly and the PIN  is accepted (Keypad Screen Reads "Access granted" or your custom text message) , but the gate does not open.  
i.     There may be several causes for this problem including
1.     Wires broken or otherwise disconnected from the keypad Gate Relay.
2.     Gate fuse blown – use a volt/ohm  meter to verify good or not.
3.     Problem in the Gate Operator (part that moves the gate).
i.     To check these , you will need to remove the Keypad Cover from its rear case.  On a BasicX or EclypX keypad, the  Gate wires should be in the first and third pins (labeled COM and NO on the main board). 
 
ii.     You can also check the operation of the Gate Operator by shorting the two wires together that go to the gate operator. Use a paper clip to touch the Comm and NO pins together.   See this section:  Check Gate Operation Without Keypad   If the Gate Operator is GOOD, the gate will open.  If not the problem will lie somewhere in the gate operator.  Trouble shooting that aspect is out of the scope of this document.