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Field technician troubleshooting

A site or all hardware is missing

Confirm your user has the explicit Field Technician role and is assigned to the expected site or client. Platform administrators see all sites; other users see only their authorized scope. If the site is present but a tab is missing, confirm its module is enabled and that the required records exist:

  • AllBoxes requires at least one AllBox record;
  • Controllers and Readers require Physical Access Control;
  • LPR requires the LPR module; and
  • Recent Activity requires Physical Access Control or LPR.

Select Refresh after an administrator corrects the setup.

A health action is disabled or status is unknown

The inventory record has not matched a central health target. Compare its site, identifier, controller, address, and device type with the health registration. Check the physical device, power, local network, outbound service path, and last-seen time before changing configuration.

Operate only appears unexpectedly

The Field Technician role permits supported live hardware operations. Configuration additionally requires Access Control Admin, Administrator, or Super Administrator authority. Ask an authorized administrator to review your roles; do not borrow another user's account.

A reader command is unavailable

Verify all of the following:

  • the selected site has Physical Access Control;
  • the reader resolves to a controller;
  • the integration type is supported;
  • remote open is enabled where required; and
  • the signed-in user has the Field Technician role.

For Azure, also verify that the reader, access point, and strike relationships exist in hardware configuration. For Keri, verify that the site has a Keri device configuration.

A command reports success but nothing happens

Do not repeatedly send the command. Check the controller audit, controller health, physical wiring, access-point mapping, strike or relay selection, power, and configured pulse duration. Confirm with onsite personnel whether the equipment moved or sounded. A service-level success response does not guarantee physical actuation.

A command fails

Record the site, controller, reader or output, time, action, displayed error, health status, and whether other commands work. Refresh once and check connectivity. Avoid restarts, firmware changes, default configuration, erase, or database changeover unless the approved recovery procedure calls for them.

Configuration is saved but not active

Saving a record and delivering it to a controller are separate steps. Review Push Queue for disabled, failed, or pending work; verify the intended controller; and confirm that controller communication is healthy. Do not remove a queue item until you know whether it is still required or was already applied.

Recent activity is blank

Reset its filters, confirm the correct site and modules, then produce one controlled test event. Controller or reader filters exclude LPR activity. The Watchlist result applies only to LPR. If the expected event remains absent, use the full transaction page and compare device time, site time zone, controller or camera mapping, and integration logs.

When escalating, include the controller audit entry and relevant transaction ID, but never send controller passwords, uploaded configuration files, or credentials through an unapproved channel.