1. Communications basics (read this first)
  2. Not Receiving Events from the door controller(s)
  3. Database mis-match
  4. Comms Analysis - Establish which door controllers are responding
    1. What to do if doors do not respond (No Ans)
    2. What to do if you get data errors
      1. Test one door locally to the protocol convertor
Database mis-match

Most faults on a network based access control system are caused by a database mis-match between the computer and the door controller (DC2000).

Typical faults that might occur include:

  1. Cards that have been disabled are allowed access
  2. Cards that should be allowed access, do not work
  3. Door are unlocked when they should be locked
  4. Door is locked when it should be unlocked

This is caused by a breakdown in communications between the PC and the door controller(s) in question OR because an alternative database has been created on the PC The solution is relatively straight forward. The PC data is always regarded as correct, and we will bring the controllers into line with that data.

Firstly we must make sure that the PC is communicating with the door controller(s).

  1. Launch Smart.net software by double clicking on the Smarlib.lbr file (C:\Smart\Smartlib.lbr)
  2. When the software opens you are presented with the Splash Screen. Check that the version of software you are running is Smart 2.20 or higher.
    • If it is not Smart version 2.20 or higher, you MUST upgrade now to be sure that the following steps can be carried out. The upgrade is FREE, simple and will not effect your data.
  3. Click on the Events button to go to the Main Event window
  4. From the Main Event Window, select Comms Analysis
  5. This displays a list of the doors on the system. The information includes how many times the door has been polled, how many 'No Answers' and how many 'Data Errors'.
  6. Click the clear button and then leave the PC to poll the doors for a couple of minutes (allow each door to be polled at least 5 times).
    • A pattern will emerge. If it can be seen that a DC2000 is not answering, or is giving data errors, then action must be taken to rectify the fault.
    • It is OK for a controller to not answer every time. It may be busy dealing with card reads, egress requests etc.
    • DC2000 controllers with version 7 firmware can communicate with the PC and deal with events at the door simultaneously, therefore there should not be any 'No Ans'.
  7. If you are experiencing communications problems, follow the steps in the Smart Installation Problems.
  8. If you are happy that the system is communicating correctly, you can sysnchronise the date between the PC and the DC2000 by 'Refreshing' the controller. ONLY refresh the controller if the communications is working error free. Failure to observe this may result in total system failure... THIS IS VERY IMPORTANT!
    1. Go to the System window (Smart version 2.20 and above)
    2. Select 'Advanced window'
    3. enter the engineer password 'jennifer'
    4. Highlight the door from the list which requires synchronisation
    5. Select Reformat Door Controller from the pop up menu
    6. The data held on the PC will be transferred to the DC2000
  9. Repeat step 5 for any other DC2000s where problems exist, making sure that communications is working correctly BEFORE you attempt to refresh the controller.

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