Doors.NET Troubleshooting Guide

Doors.NET Troubleshooting Guide


The following guide aims to assist you in troubleshooting and identifying some of the issues that may be encountered when setting up and using the Doors.NET software and supported hardware. Where there are multiple possible causes, the suggested corrective actions are listed roughly in order of what is most likely.


1.0 Software Installation and Downloading

  1. Doors.NET is failing to install
    - Ensure you are installing Doors.NET onto a supported Windows operating system. Refer to the Host PC requirements document for further details.
    - Refer to the host PC requirements document to ensure that the host PC has the minimum specs for running Doors.NET.
    - Ensure     all Windows Updates have been completed (.NET Framework and Microsoft Security updates) prior to installing Doors.NET.
    - Ensure the host PC is not pending a restart following a recent Windows update.
    - Disable any anti-virus software that may be running on the host PC, install Doors.NET,  add Doors.NET as an exception, then re-enable the anti-virus software.

  2. Doors.NET is taking a long time to install
    - Doors.NET will take much longer to install if the host PC has a Hard-Disk Drive (HDD) as opposed to a Solid State Drive (SSD). Keri Systems strongly recommends installing Doors.NET on a PC which has an SSD.
    - The internet connection may be slow. If you have downloaded the installer-only file and you have a slow internet connection the installation time will be extended as the installer will need to retrieve supporting installation files from the internet.
    - SQL Express may need to be installed - On a a brand-new PC, SQL Express will also need to be installed, which will add to the installation time.

  3. The PC has crashed and it is not possible to retrieve a backup of the database
    - It is not possible to retrieve the access control database from the controllers as this would compromise the security of the system. Therefore if the host PC has crashed, and there is no available database backup, the entire database would need to be rebuilt. This scenario can be overcome by upgrading your system to Borealis - Keri's Cloud-based solution. Because Borealis is Cloud-based the database is backed-up automatically and does not have to be scheduled or performed manually.

2.0 Issues Logging-In to Doors.NET

  1. Cannot Log in to the Admin Client
    - Ensure the user name and password is being entered correctly.
    - Verify     the Application Server windows service is running.
    - Verify that the SQL Eclipse instance windows service is running.
    - If you are connecting to a remote Doors.NET Application Server, ensure you are entering the IP address correctly. On the Doors.NET login window, deselect 'Use Default Server' to view the IP address of the remote application server PC.



    - Open Doors.NET License Manager and test the connection to the SQL database (From Windows Start menu select Doors.NET >> License Manager). When the Licence Manager opens, select Application Server on the left and then click the SETTINGS button. Click the TEST CONNECTION button to test the connection to the database.
    - If there there is a firewall on either or both of the PCs check that the Keri Systems Client applications has been added to the list of exceptions.
    - If you are getting a message that the client count has been exceeded and you wish to have more than one concurrent client connection, check that the correct number of clients are enabled on your license.
    - If you are seeing a long error message when attempting to login you will need to enable the display of hidden files and then delete the user config file that is specified near the beginning of the error message.

  2. Not sure what the default username and password is:
    - The default username for Doors.NET is admin and the default password for Doors.NET is admin.


  3. "Incorrect Core Version" Message after Logging In
    -  Doors.NET (remote) client and the application server must be running exactly the same version. If you are running a remote client you must ensure the client is also updated to the same version that the application server is running.

3.0 Issues Using Doors.NET

  1. Block Enroll Icon is Greyed-Out
    - If your Doors.NET license key is configured to use the distribution interface then certain features will be restricted until you enable Advanced View, Block Enroll is one of these features. This restriction will apply even if you are a System Administrator. Click here for instructions about enabling Advanced View.

  2. Cardholder Add button is Grayed-Out
    - Verify the operator permissions for the account that's logged in. Ensure they have the rights to add cardholders.
    - In     Doors.NET all cardholders must have a valid template assigned. By default, new cardholders are assigned either Total or Unassigned.




  3. Controller Remove button is Grayed-Out
    - Check if Global Unlock or Global Lock is active. Certain software functions are disabled while Global Unlock or Global Lock is active, including the option to delete a controller or adjust the Global Unlock and Global Lock settings.

4.0 Cardholder Data Import Issues

  1. Cannot Run the CSV Database Import
    - The header names in the cardholder Excel spreadsheet must match the values that appear when you right-click the main body of the Generic Import utility. For example, the first name header must be named 'First_Name'.

  2. Access Groups not Displaying after a CSV Database Import
    - Importing a .CSV file using the generic import utility, you need to run the import twice. First time is to import the cardholder and credential details and the second is to import the access groups and to check for multiple access groups.

  3. Gateway is offline after a database import
    - After importing a cardholder database you will need to run the gateway wizard to initialize the gateway.

  4. Gateway is offline after attaching a database
    - After attaching a Doors.NET database you will need to run the gateway wizard to initialize the gateway.


5.0 Cardholder Access Issues      

  1. Getting Access Denied - Not in File
    - Ensure the credential is enrolled. If the cardholder's name does not appear in live events then the cardholders has not be enrolled.
    - Ensure the cardholder is assigned a valid access group.
    - The reader may not be added to the cardholder's assigned access group. Note: When using Standard NXT controllers the doors are not automatically added to Total Access.
    - The controller may be set to manual updating and may require an update (applies to PXL controllers only).
    - The PXL controller may be factory reset (and therefore will require a full update.
    - The controller's 3v lithium backup battery may be flat. The controllers have a 3v backup battery that will store the access control database if the controller loses power. If this battery is dead when the controller loses power then the controller database will be cleared. This is the most likely cause if the cardholders are no longer gaining access after a power-outage on site and all controllers affected should have their backup batteries checked. After replacing a backup battery the controller will then need to be updated.
    - Ensure the credential is not set to an inactive status.



    - The controller may be offline. If the cardholder was added when the controller was offline then the controller will need to be updated when it comes back online. Resolve the controller offline issue and then perform a network update on the controller.
    - The controller may need a firmware upgrade. If this is the case you will see controller firmware upgrade required events in live events.


  2. Getting Access Denied - Never at this Schedule
    - The assigned access group may be setup incorrectly. Review the access group that is assigned to the cardholder. Check the doors and the time schedules which are added to the access group.
    - It may be outside of the time schedule defined for the access group. The cardholder may not be allowed access to the reader at the time the credential is being presented.
    - The controller timestamp may be incorrect. Go to controller status, right-click on the controller and 'request status' - ensure that the time and date stamp is correct. If the timestamp is incorrect you can use the synchronize clocks feature to sync the controllers with the PC time... (Go to Setup >> Synchronize Clocks >> enter the admin password and then click OK to set the correct date and time.
    - The controller may be pending an update. Changes may have been made to a time schedule while a controller was offline. When the controller offline issue has been resolved you should then perform an update to the controller.

  1. Getting Access Denied - Invalid Wiegand Format
    - If you are using 'non-standard' Wiegand format credentials, for example: 32-bit MIFARE credentials, you will need to select and add this format to Doors.NET (Setup >> Credential Types). If the Credential Types icon is grayed-out it will need to be enabled on your Doors.NET license.

  2. Getting Access Granted - No Entry in Live Events
    - If you have the door contact enabled but the door is not physically opened after a valid card read you will get access granted - no entry - instead of access granted. The access granted event will appear when the door is physically opened after the valid card read. You can generate an 'access granted' event for every valid card read (even when the door contact is enabd) if you go into the reader's advanced properties and enable the setting for 'Log All Access as Used'. 

  3. Card + PIN is Not Functioning
    1. Ensure the correct manufacturer model is selected in the reader properties.
    2. Ensure there is a valid Dual Verification time schedule assigned to the reader (in the reader properties).
    3. Enable Advanced View and in the controller properties, verify that the PIN Digit length has been set in the controller memory options.
    4. Select the reader and set the reader mode as Card + PIN (either via right-click >> Mode or via the ribbon bar).
    5. Select the cardholder and in the General properties ensure there is an assigned PIN.

6.0 General Controller Issues

  1. Controller Timestamp is not Displayed in Live Events
    - Go to the field chooser for live events and ensure the Timestamp - SPM is enabled.


  2. Controller firmware upgrade required events are displaying in live events
    - Follow the instructions on the knowledge base to upgrade the firmware on the controller:

    - NXT Controller Firmware Upgrade

    -     NXT-MSC Controller Firmware Upgrade

  1. Controller is showing as 'Offline'

    - Refer to the troubleshooting documents for the specific controller type you are using:

    - PXL-500 controller troubleshooting

    - Entraguard controller troubleshooting

    - NXT controller troubleshooting

    - NXT-MSC Controller troubleshooting



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