1. Communications basics (read this first)
2. Not Receiving Events from the door controller(s)
   1. Check Software
   2. Check Hardware
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
      • Test one door locally to the protocol convertor
5. Frequently asked questions
   
   

Installing a New Door to an Existing Installation

1. Install the new smart door node(s) without connecting to the existing network.
2. Test the smart door node(s) as detailed in the product instructions.
3. Disconnect the protocol converter from the rear of the PC.
4. Set the DIP switches on the new control unit
5. Remove the 4 way unpluggable terminals from the new control unit
6. Connect the network cable to the controller terminals. Strip and connect each conductor ONE AT A TIME to avoid short circuits
7. When the four connections are made, replace the 4 way terminal
8. Turn power on to the control unit
9. Reconnect the protocol converter to the PC.
10. Launch the Smart.net software application.
11. After any off-line events have been imported to the application; navigate to the door setup window.
12. Select add a new door and complete the on-screen details, ensure that the system generated door address matches the one(s) you physically set at the door(s).
13. From the door setup window highlight the new door. Click the REFRESH button
14. Return to the main event window and ensure that new transactions are returning to the screen.
15. Close the Smart.net and re-launch to synchronise time and date to all doors.
16. With a KEYHOLDER card, present it to the new door. You may need to modify your department setup for other card holders.
    
    

Door stays open for much longer than it should!

This may be a corrupted lock time at the door concerned. To remedy this,

• Navigate to the Doors Set-up window
• Highlight the door in the list
• Select the refresh button (paintbrush)
• This send the door specific information to the door controller. (including lock open time)
  
  

Poor card reading

This could be one of the following problems!

• Magnetic swipe card reader head is dirty
• Proximity token not held close enough to the reader
• Proximity token not held close to the reader for long enough time
• On older systems pre 2004 the polling interval may be set to low (usually only applies to software version pre version 2.0), thus causing the computer to request data from the door to often. This will cause the door to be busy for a small amount of time. To remedy this we must increase the poll time. Upgrade to the latest version of Smart.net software.
• Again, only on older systems pre 2004, there could be a persistent network communication problem. Please check all network connections and the protocol converter settings and connection to COM PORT 1.
  
  

Door is locked when it should be unlocked, or visa versa

1. Lock connections (see lock operation reversed below)
2. Check egress button connection is not short circuit
3. Check door monitor contact (if fitted) is operating correctly
4. If no door monitor contact is fitted, link out the door monitor connection terminals

If the above fail to rectify the problem, there is a mis-match between the data held in the door controller and the data held in the PC

Lock operation is reversed

A valid card is denied access

This is due to the memory contents of that door being out of alignment with the computer database file. The cause is likely to have been a communication error in the past.

Check that the card is really supposed to have access. ie that the department is valid and associated with the card holder.

1. If the card holder is definately supposed to have access, navigate to the cardholders window, select and highlight the individual card holder concerned and select the refresh card button (paintbrush). This will re-send the card details to all doors.
2. The token is valid at that door but not at this time
3. The token is not valid because today is a holiday
4. The token is not valid because the intruder alarm zone is set
5. If the above does not remedy this then it may be a problem associated with another parameter at the door or a communication problem exists. Check that the computer is communicating correctly.
6. If the above fails it may be at this stage necessary to replace (refresh) the data for the door concerned. Navigate to the Time Zone window and click the refresh button (paint brush).
7. If the card holder is still denied access you should review the troubleshooting guide
   
   

A valid card is denied acces and the software reports - Access Denied invalid time zone

This means that the card holder has presented a card to a reader at a time which is not valid. If the card should be allowed access you have a database mismatch between the PC and the door controller. Fix this

Events takes ages to arrive at the PC and the hour glass is constantly preventing use of the software

How do I back up the data?

There is a file on your computer that stores all the particular data for your access control system. This includes all your events, card holder details, time & department information.

If this file is regularly backed-up then armed with this file and the original install CD you can be back up and running in quick time on your PC.

Please note that operations at the door(s) will not be lost as the doors do not require the application (or PC) to be present for opening and closing doors.

It is recommended that the following file is incorporated in your regular IT backup procedures. The file of great importance is C:\Smart\Smart.df1. You will notice that the file is in the Smart folder, on your computers "C" drive. Check that the last modified date is correct. If not it may be that you are using 'some other' database. We recommend that you only use the database in the Smart folder. Many problems can occur if you are not clear about the database you are using.

Make a backup copy of this (Smart.df1) file on a regular basis and keep the copy in a safe place. We recommend renaming the database file from Smart.df1 to SmartDDMMYY.df1 where DD is the day, MM is the month and YY is the year. e.Smart241009.df1 would mean that the copy was made 24th October 2009. With a new name the BACKUP copy of the database file is unlikely to be confused with the original.

Another important step is to remove some of the unnecessary data from your data file. For example older transaction data may no longer be required. This can be removed from the database by running a create new database routine.

How do I view data from an OLD database?

This routine should be carried out with care. It is very important that when you have finished viewing backup data, you leave Smart.net looking at the current data, not the backup!

1. Disconnect the PC from the network by unplugging the protocol convertor (it is plugged into COM1 serial port). This will prevent any NEW data being received by the OLD data file.
2. Select Change data file in the File Menu
3. Navigate to the backup file you want to view and open it
   • This is normally in the C:\Smart\Old folder
4. Immediately turn the polling off
   • By clicking the button between the right and left arrows on the Toolbar
5. View the data and print the required reports as required
6. When finished again select Change Data File from the File Menu and navigate back to the CURRENT data file. This is found in C:\Smart folder.
   
   

How do I set the date and time on the controllers?

The computer date / time settings are used for the system as a whole. If this time drifts or is incorrect then the network (door) will have the same incorrect date and time.

To change the date and time:

1. Close down Smart for Windows.
2. From Windows Control panel set the correct time & date.
3. Then launch Smart for Windows and the new time and date will be automatically be sent to all doors on the network. The date and time are automatically sent every time you launch SRS Smart.net.
4. Check that the new date and time have been accepted by the controllers.
5. In addition the date and time are sent to all controllers every night (during the night) provided that the software is left running over night.

How do I move the software to a new PC?

1. With the original (or latest) CD install the software as if it were a new installation. Do not connect the access control network to this new machine yet!
2. Do not launch the new install on the new computer.
3. From the original computer copy transfer the file C:\Smart\Smart.df1 to the new target computer.
4. Launch the application Smart for Windows and it should now be an exact copy on the old computer.
5. Now you can transfer the access control network connection to this new machine.
6. Finish or troubleshoot if you encounter problems.
   
   

You have n records stored in the transaction file. You should consider running the data purge routine now!

This is caused by the amount of records exceeding your pre-selected quantity.

Go to the system set-up window and create a new database.

Delay between reading cards

This could be one of a number of problems!

• The polling interval may be set to low, thus causing the computer to request data from the door too often. This will cause the door to be busy for a small amount of time too often. To remedy this we must increase the poll time. To do this navigate to the system setup window and increase the polling frequency to 20 seconds or greater.
• Alternatively there could be a persistent network communication problem. Please check all network connections and the protocol converter settings and connection to Com Port 1. To initially prove that this is the problem do the following:
• The door alarm magnetic contact is not making on the door correctly, due to poor alignment of the door or incorrect installation, thus causing the door to be seen by the installer as still open and in an alarm mode. If the alarm relay is connected to annunciating device such as a local buzzer then this will sound to indicate an alarm condition.
• If the door alarm magnetic contact has not been fitted then ensure that it has been wire linked out on the terminals of the door controller.
• Early version of firmware in the controller does not release the door controller until the door alarm time has expired. Change firmware or reduce Door Alram time (Door Setup window).