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
      1. Test one door locally to the protocol convertor
Not Receiving Events
Check Software
Software
  1. Establish which door controler(s) are responding
    1. Door Controller(s) is not responding (No Ans)
    2. Door controller (or network) is returning data error(s)
  2. Make sure the Transaction Display Preferences is set to show the transactions you are wanting to see displayed.
  3. Make sure polling is switched on.

  4. Check the Splash Screen. The Smart.net software should be installed into the C:\Smart folder? The full path to the data file should read C:\Smart\Smart.df1
    • If not, it may be that the software has been incorrectly installed. If you intend to re install you should make a backup of the Smart.df1 file since this is YOUR data.
  5. Is the polling interval too long? If Global Polling is on, yet still the system is not polling you should set the polling interval to 5 seconds. The polling interval is preset. It is adjusted in the Comms Viewer window and should be left at the default 5 seconds for most installations.
  6. Go to the Doors Setup window and check the following:
    1. For Smart.net software Version 2.16 and above that the doors are marked as OnLine = YES
    2. Pre software version 2.20. You should upgrade your Smart.net software to the latest version. Upgrading is FREE, simple and will not effect your data
  7. If no events are displayes, it could be that they have been set to Not Disply'. Adjust this setting in the Display Preferences window.
    1. Reset OLD version Display Preferences (no longer supported)
    2. Reset Transaction Display Preferences
Not Receiving Events
Check Hardware
Hardware
  1. Check that the DC2000 door controller is switched on (red LED should be on). See DC2000 installation instructions
    • The red LED will be on at the reader
  2. Check that the DC2000 door controller is connected to the RS485 network
    • Does the Tx LED on the controller flash? If it does, it means that the controller has understood a request from the computer and is sending an answer back.
  3. Make sure that DC2000 door controller 0 volt terminal is not earthed.
  4. Check that the DC2000 door controller is correctly addressed. ie door 1 is addressed with DIP switch 1 on, etc...

  5. Carry out the passive network test. See DC2000 installation instructions
  6. Check the protocol convertor
  7. If the green LED (on the reader) is ALWAYS on then it is possible that the egress button is pressed in or wrongly connected.
    1. In this case the controller (for firmware pre version 7, Dec 2004) will never answer polling requests from the PC.
    2. The controller will always deal with events at the door before responding to the PC. Therefore make sure the controller is not busy while doing your tests.
    3. NOTE firmware versions from 1st December 2004 can respond to the PC and handle local event at the door controller

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