Borealis Troubleshooting Guide

Borealis Troubleshooting Guide


1.0 Borealis System Troubleshooting

  1. Cannot view the System
    - This is most likely caused by the registered account not being added as a system operator. Once an e-mail has been registered and verified, that e-mail address should then be added as a new system operator.

  2. Cannot create a new system
    - Currently all new systems must be setup by Keri Systems. After registering a new account (and optionally setting up a new organization), the customer will need to contact Keri Systems Inside Sales who will create their new system.

  3. Cannot Log in to Borealis - A white screen appears
    - 1. If you are only seeing a white screen when you enter the Borealis URL it is most likely that the time is incorrect on the PC. Because it is a cloud-based system it is important the the PC time is kept accurate.
    - 2. Try clearing the browser cache.
    - 3. Alternatively the Borealis URL may have been bookmarked after logging in. In which case it will include the temporary unique session code from the previous session. Instead, bookmark the Borealis URL as     keri.aetheros.net.

  4. Cannot select a specific system when using a mobile device
    - When using a mobile device and multiple systems, the system selection is located via the account name. After logging in using your mobile device, click the small account icon in the upper-right corner, you will then see a list of your systems - allowing you to select the specific system to administer.




2.0 Borealis Users/Operators Troubleshooting

  1. How do I register a new Borealis account?
    - The following knowledge base article explains how to register a new Borealis account. You will need to register an account before you can setup a Borealis system or Organization.
    https://help.kerisys.com/portal/en/kb/articles/create-account

  2. Error adding a new operator
    - The user's e-mail address is likely to not be registered. Before you can add a user as an operator, their e-mail address must first be registered. Follow the steps for creating a new Borealis operator account.

  3. No Email received after adding a new operator
    -  1. The e-mail may be in the recipient’s junk-mail box.
    - 2. The recipient's e-mail provider may be blocking the e-mail. 
    - 3.     Contact  Keri Systems if you still have not received a confirmation e-mail (and if there is no e-mail in the junk mail box).

  4. Cannot log into Borealis
    - 1. The account may not be verified. After an operator account has been registered it must then be verified via the welcome e-mail that will be sent to the recipient's inbox.
    - 2. Ensure      the registered e-mail and password are entered correctly. Note: The user name and password are both case-sensitive.
    - 3.     Verify that the user account has not been disabled.

  5. Forgotten the admin password
    - The admin password will have to be reset via the Borealis login page.

    1. Visit: keri.aetheros.net to display the login page.
    2. Click on the 'Forgot Password' link located beneath the login window.



    3. Enter the registered e-mail address and click the SUBMIT button.
    4. A password reset link will be sent to the registered e-mail address.
    5. Click on the link contained within the e-mail then create a new password for the account.

  6. Cannot view more than 100 transactions in live events
    - For optimum performance and usability the live events grid is purposely limited to displaying the most recent 100 transaction events. Use the transaction reports to view events from the full transaction history.

  1. Unable to retrieve transaction events for certain dates
  1. Ensure the hub is online.
  2. Ensure all controllers are online.
  3. Ensure the required data does not exceed the amount of transactions that are stored by the system. By default a system will have 1 storage block included (which retains the last 1 million transactions). Storage of more than 1 million transactions will require additional storage to be purchased.

  1. New events are not displaying in live events
    - 1. The hub/controller or reader may be offline... Check the online/offline status of the hub/controller or reader.
    - 2. The wrong site may be selected... If the system has multiple sites ensure the correct site is selected in live events.



  2. You cannot have an MR16IN or MR16OUT module and a reader on the same bus (because they use different communication protocols). Once the controller bus has been configured for Mercury Security then a reader will not work on that bus.

  3. Cannot add new items to the home screen dashboard or edit existing items
    - The home screen dashboard is currently not editable but the ability to add new items and re-position information will be included in a future release.

3.0 Borealis Hub Troubleshooting

  1. Can a hub be used as a PC to administer a Borealis system?
    - No, the hub should not be used as a client PC to manage and administer the Borealis system.

  2. Unable to claim a hub
    - The hub's GUID or PIN may have been entered incorrectly... Double-check the GUID and the PIN printed on the outside of the hub.
    - The hub may already be claimed to another site.

  3. The hub can be claimed but once claimed it remains offline
    - 1. The hub may not be powered-up... check that the power cable is correctly inserted into the hub and the hub is displaying the power LED.
    - 2. The hub may not be connected to the internet... check that an Ethernet cable is correctly inserted into the hub and that the hub is connected to a DHCP-enabled network with internet access. Also check that the switch/router that the hub is connected to is not down-powered.
    - 3. There may be a firewall blocking the connection... check there is not a firewall on the router/switch that is blocking the connection to the hub. Refer to the Borealis Security FAQs document for information about ports used by the hub.

  4. The hub's status is displaying as 'Updating'
    - After initially claiming the hub it is normal for the hub to perform its initial update. The initial update will take approximately 3-5 minutes and will be complete once the hub status displays 'Update Completed'.



    Note: The hub will also perform a full update if it is deleted and then claimed/re-added again.

  1. The Hub Has Not Updated

    - If you click on the hub name and the hub detail screen does not show that the hub has updated you can restart the hub services (including the hub's updater service.

    1. Go to the hub screen.
    2. On the far right of the screen, locate the Actions menu.
    3. Select Restart Services.



    4. The hub's services will restart.
    5. Within approximately 2 minutes the hub will then have fully updated.


  1. The Hub State Shows as Suspended

When a new system is created it will be in a setup period which is currently set for 30 days. If the Borealis subscription payment is not made within the setup period then the system and the hub will be temporarily suspended. To activate the system and the hub you must pay for any items that are in the shopping cart.

4.0 Borealis Controller Troubleshooting

  1. Controller is offline/cannot be updated after being claimed/added
    - 1. The controller's IP address may already be in use by another device on the same network (only applies to Standard NXT - as NXT-MSC controllers are automatically assigned an available IP address via DHCP. If using Standard NXT controllers, ensure the static IP address that you assign to the controller is unique (and not already in use by another device on the network).
    - 2. The controller's subscription hasn't been paid for... you will need to make the payment for the readers after adding a new controller. Currently the payment is processed by Keri Systems inside sales.

  2. Controller was online but is now offline
    - 1. Ensure the controller has not lost power.
    - 2. If using NXT-MSC and the controller is set to DHCP, the controller may have been assigned a different static IP address. The temporary workaround is to perform a Scan from the Hub screen, this will detect the new IP and the controller will come back online. The permanent workaround is to get the controller back online and then configure its IP as static - See     NXT-MSC Controller Internal Configuration document (section 2.0).
    - 2. Verify that the controller is receiving the correct voltage (between 12VDC and 14VDC).
    - 3. Ensure the Ethernet cable is not disconnected from the controller.
    - 4. Ensure the controller's ethernet cable is not disconnected from the router/switch.
    - 5. Ensure the controller's hub is not offline.

  3. No Controllers are detected when I scan
    - 1. The Borealis hub may be offline... Go to Hubs from the main menu and check the hub's status is online. If the controller is offline: check the hub is powered-up, ensure the Ethernet cable is connected to the hub and to the router/switch and ensure the   router/switch is powered-up.
    - 2. The Standard NXT controller may need to be factory reset. You should perform a factory reset on a Standard NXT controller if the controller is new or if it was previously used on a different system (such as a Doors.NET installation.
    - 3. The controller may be connected to a different subnet... the controllers should be on the same physical subnet that the hub is connected to.
    - 4. The controller may be connected to a different system... for example; if the system is a conversion from Doors.NET ensure the controllers are not still online in Doors.NET.
    - 5. Ensure you are not using 'Incognito Mode/InPrivate' tab in your browser.
    - 6. Try refreshing the browser cache... the quickest way to do this is to use the following shortcut: hold down the <Ctrl> key and then press the <F5> key.

  4. Firmware upgrade events are appearing in live events
    - The controller's firmware needs to be upgraded... Follow the defined steps to upgrade the firmware on the controller.

  5. Cannot configure an NXT-MSC controller with static IP address
    - The NXT-MSC controller does not require a static IP address Borealis and can be added to Borealis using DHCP assignment. However, a static IP address can be assigned to the controller using the Configuration option (accessible via the controller's Action drop-down menu).



  6. Repeated controller online/offline events displaying in live events
    - The controller will repeatedly go online and offline if there are duplicate IP addresses on the network. Disconnect the controller's Ethernet cable,  Ping the controller's IP address.  If there is a response, another device on the network has the same IP as the controller. In this scenario you will need to factory reset the controller which is repeatedly going offline, scan for the controller again and then assign the controller a different IP address (applies to Standard NXT controller types). 

  7. Repeated AutoUnlock Suspended events in live events
    - This happens when Site Unlock has been activated on a PXL controller which is programmed with an auto-unlock schedule and the controller is using outdated firmware. The workaround is to replace the controller with the latest firmware (v08.06.09).

5.0 Borealis Door/Reader Troubleshooting

  1. Cannot lock or unlock doors from the software
    - The hub, controller or reader may be offline... check the hub, controller or reader status is online. If the reader does not report its status try presenting a card to the reader and checking if an event appears in live events.

  2. Reader status is Unknown or Blank
    - The reader type most likely does not report its connected status. Certain reader types (such as Standard Wiegand or Keri MS readers) do not have the ability to report their online status. Online/offline reader status IS reported with Keri NXT readers or Wiegand OSDP readers.

  3. Cannot add more than 32 doors to the system
    - Each hub supports a maximum of 32 doors (of the same controller type)... additional Borealis hubs are required if the system has more than 32 doors of the same controller type.

  4. Controller is online but reader is offline
    - 1. Reader may not be connected to the bus.
    - 2. The RIM may not be properly seated on the controller.
    - 3. The reader subscription may not have been paid for or the subscription may have expired.

6.0 Cardholders and Enrollment Troubleshooting

  1. Unable to Enroll MIFARE Credentials
    - 1. Ensure the MIFARE format has been added to the credential formats section of Borealis.
    - 2. Ensure the MIFARE card number has been copied across correctly from live events (the character string should not include any white space characters).

  2. Unable to Manually Enroll a Credential
    - Ensure the correct format is correctly selected from the format drop-down list.
    - Ensure the same credential has not already been enrolled on the system.

  3. Getting 'Invalid Wiegand Format (in Live Events)
    - Ensure the required format has been added to Borealis from the format library (main menu >> Credential Formats).
    - Ensure the correct format credential is being presented to the reader.
    - Perform a memory reset on the controller.

7.0 Cardholder Access Rights Troubleshooting

  1. Enrolled cardholder is getting: 'Access Denied - Not in File'
    - Ensure the cardholder is enrolled on the system.
    - Verify that the cardholder is assigned access rights.
    - Ensure the reader you are presenting the credential to has been added to the cardholder's access rights.
    - Verify that the reader's subscription has been paid for. If the reader subscription is unpaid or expired then the controller will not be updated.
    - Ensure that the controller is not pending a memory reset.
    - Check that the credential is not inactive.
    - In live events, check the date stamp in live events is not 01/01/2000 - if so, this indicates that the controller has a flat backup battery and will most likely need a maintenance check and a replacement battery. If the controller is online then a full sync should be performed on the controller (via the controller's Action menu).


  2. Enrolled cardholder is getting: 'Access Denied - Never at this Schedule'
    - Check the assigned access rights and verify that the reader has not been removed.
    - Check the assigned access rights and check that the reader's associated time schedule is correct.
    - Check the time schedule in the assigned access rights and ensure the credential is being presented within the time defined in the time schedule.
    - Verify that the time is correct on the controller.
    - Verify that the controller is not pending an update or a memory reset.


  3. The reader is not responding when the card is presented
    - Check that you are not presenting an incompatible credential to the reader... Keri MS credentials have the letter 'K' before the imprint number. Keri NXT credentials have the letter 'N' before the imprint number and Wiegand credentials typically do not have any letter printed before the imprint number.
    - Ensure the reader is receiving enough voltage... Most readers operate at 12VDC as so at the reader head you should be seeing between 12 and 14 VDC.
    - Ensure the credential is being presented within the reader's specified read range.     Note: Fobs have a smaller antenna coil that cards and will result in a shorter read range.


8.0 Borealis Feature Troubleshooting

  1. Dual Verification is only giving Card + PIN options - PIN-Only and Card OR PIN modes are not available
    - When using Standard NXT controllers you will only see the Card + PIN extended mode option. Standard NXT controllers do not support PIN-Only modes or Card OR PIN.
    -  In System Settings Unique PINs must be enabled to allow PIN-Only and Card OR PIN. Otherwise if multiple cardholders have the same PIN the system will not be able to accurately determine which of the cardholders has gained access.

  2. Cannot change PIN settings
    - You will not be able to make changes to the System PIN options while there are
    PINs currently assigned to cardholders or credentials.

  3. Cannot upload a tax exempt document when creating a new organization
    - It is most likely that the document you are attempting to upload is not a
    supported file format     - The file must be a .jpg, .png image file or PDF.

  4. New Borealis Organization is showing as Pending
    - The organization has not yet been approved. It can take up to 24hrs – customers will be contacted if there is a problem with the tax exempt submitted document. 

    You MUST wait for the organization to be approved before you attempt to create a new system.

  5. Anti-passback is not available
    - Currently the local Anti-passback feature is only available when using the PXL controller type. It will be included with additional controller types in the near future.

  6. Site Unlock and Global Lock are not available
    - If the Site Lock and Site Unlock buttons are grayed-out ensure the Site Lock/Site Unlock feature is setup. This feature is setup via the Sites Action menu.



    - The Normal, Site Lock and Site Unlock buttons will also be disabled if 'Hardware Has Precedence' - Site Lock and Site Unlock can either be action via the buttons in the user interface OR via hardware inputs. It's not possible to use both methods.