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If you are unable to gain access to a room with a fob, key card, or your PIN, the following instructions should assist in troubleshooting the issue:

  1. Login Verify that the key card or fob still works. Test it on the credential reader at the study room coordinator's desk and see any lights flash. If they do, the physical key isn't broken.
  2. For PINs, make sure the person enters their PIN correctly. If a PIN is entered incorrectly, press the * key to clear the lock. 
    1. If an incorrect PIN is entered too many times, the lock will freeze and not allow anyone to unlock the door. You have to wait a few minutes for it to clear up. 
  3. If those options, don't work login to SMS Express and click on the Users icon.
  4. Select the door having the issue and under Personal Information, see if there is a beginning date or an expiration date listed. If there is either one, select Edit.
  5. Uncheck Delete the expiration date and activation date. This should allow the room to be accessed with a fob or keyif you want the person to still access the room. You will need to generate program files and go to the door and reprogram it. 
  6. If this doesn't work you may need to change the door batteries.


AD-200

If a credential suddenly isn't working on a lock, but works on other locks, you may need to reboot the lock. 

  1. On the back side of the lock, remove the top panel. This is the same panel you remove when resetting the lock to factory standards.
  2. Below the large white button (IPB) is a smaller black rectangle button. In very small letters above the button is the label " S1"
  3. Push and release the button once. The IPB will flash 4 times.
  4. Replace the back panel and test the credential.


Removing the credential reader

Sometimes the connections between a credential reader and the lock can get corroded or damaged. To check for this, you need to remove the credential reader.


  1. On the back side of the lock, remove the top panel. This is the same panel you remove when resetting the lock to factory standards.
  2. You will see 4 crosshead screws. Remove the two lower screws. They are very long.
  3. On the front side of the lock, carefully lift up the top piece with the number key pad.
  4. To replace the credential reader, complete the previous steps in reverse.