1.0 The Neutron Controller is Showing as Offline

• Verify the controller is powered-up.
  
• Verify the TB2 network connection terminal block is properly connected.
• Verify the wiring to the TB2 terminal block.
• If all controllers are offline ensure the Doors.NET Neutron Gateway Windows service is running.
• If the controller has been reset you will need to perform an auto-config to get the controller back online. The controller will also need to be updated.

• If it is a new controller, ensure the controller has been factory reset.
• Check the USB RS-485 cable connection between the host PC and the controller/network.
• Verify that the Neutron gateway is running.
• Try restarting the Neutron gateway.

On a particularly low-spec PC you may see controllers not come back online if the USB adapter is disconnected and then re-connected or moved to a different USB port. The workaround for this is to restart the Neutron gateway service (this can be done via Control Panel >> Administrative Tools >> Services) - or via the tray-app icon.

If it does not seem possible to update the controller (the update indicator is not clearing) this is most likely that the controller requires a firmware upgrade. To verify this; go to Live Events and look for one or more Firmware Upgrade Required events:

If you open up the firmware upgrade screen multiple times, each time you open the screen an additional number of readers will be displayed.

When you add controllers using Auto-Config you will notice that controller 1 displays as controller 0, controller 2 displays as controller 1, controller 3 displays as controller 2, etc. To avoid any confusion, the recommendation is to change the controller name to match the physical location of the controller (as soon as they are added to the system).

• Check that the reader is added to the cardholder's access group. Note: By default readers connected to Neutron controllers are NOT automatically added to the Total Access access group. If you delete and then re-add a controller - or you replace a Neutron controller you will have to add the controller's doors back to the access groups.
• Verify that the reader is enabled.
• Check that the credential has been correctly added to the cardholder record (the card number that appears in live events should exactly match the number in the 'Credential' section of the cardholder record).
  
  

This is because the firmware is treating IN/OUT readers as a single reader, multiplexed. When the IN reader flashes red (i.e for access denied) it goes to every reader attached to that controller bus.

When you generate an Access Denied - Invalid Schedule event, sometime the reader LED does not display a red pulse for long enough and sometimes the red LED does not appear at all.

• After a reset from the software the controller configuration will be cleared and the controller will go offline. The MAC address, however, will not be cleared. You will need to perform an auto-config again to get the controller back online again. Once the controller is back online it will be automatically updated.

If you have more than 500 cardholders you will experience a delay of a few seconds the first time you open the cardholders screen.

This is known behavior - after selecting or de-selecting doors for access groups, there is a slight delay while the changes are written to the database. This delay is directly dependent upon how many changes need to be written. De-selecting or selecting just one door should take no more than 2 seconds.

The door name does not display in live events if you have changed the controller name. You will have to restart the Neutron gateway to correct this.

If you use the report defaults and generate a new report, the system events will be listed by timestamp. However, if you navigate to a different open window and then return to Reports, you will see that the report is then ordered by message type number.

Keri recommends using a 32" Inch display for using Doors.NET or Visual Doors.

If you have migrated your system onto a different PC you will need to run the gateway wizard to associate the gateway with the new Application Server. The Neutron gateway windows service will then stay online.

Currently Visual Doors does not have a backup facility. You will have to create a backup using the License Manager: Windows Start menu >> Doors.NET >> License Manager >> Select Application Server then click the SETTINGS button >> Backup tab.

The Neutron controller type does not support Auto-Unlock Suspend/Restore. So if a door was manually locked or put into lockout or lockdown it will still follow its auto-unlock schedule. If you need to keep the door constantly locked you would have to un-assign or disable the assigned AUL schedule.