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Troubleshooting

This document provides information to solve unexpected issues that you may encounter when using the device.

Check items before reporting a malfunction​

This document provides information to solve unexpected issues that you may encounter when using the device.

Power​

Q.The power is being supplied but the device does not operate.
  • If the terminal and the bracket are far away from each other, the device may not operate due to the temper switch.
  • Check the adaptor or the power cable.

PIN​

Q.I lost my PIN.
  • For a normal user PIN, request it from the administrator and enter it again.
  • If you have lost the Admin PIN, contact the installation company.
Q.I entered my PIN and pressed the OK button, but I still cannot open the door.
  • Check if you have entered the registered PIN correctly.
  • Check if you have changed the PIN recently.
  • If you cannot remember the PIN, request it from the administrator and enter it again.

Face​

Q.The face has been registered but face authentication cannot be done smoothly, and errors occur frequently.
Q.Face authentication has suddenly stopped working.
Q.Mask Detection is set to Enabled, but face authentication cannot be done smoothly when wearing a mask.
  • Authenticate your face twice with the mask pull down on the tip of your nose. Then, authenticate your face again wearing a mask that covers your nose completely. If the problem persists, contact the installation company.
Q.The thermal camera fails to measure temperature.
  • Check if the thermal camera is properly connected to the terminal.
  • Measure the temperature again without covering your forehead. If the problem persists, contact the installation company.
Q.The thermal camera measures lower temperature than actual temperature.
  • If a user measures the temperature after being exposed to cold temperatures for a long time, the temperature may be measured lower than the actual temperature. Wait for 1 to 2 minutes indoors and try again. If the problem persists, contact the installation company.

Door lock​

Q.The door cannot be locked when I close the door.
  • The electric lock may be malfunctioning. Have an inspection through the installation company.

Time​

Q.Suddenly the time has become incorrect.
  • The device is equipped with a built-in battery but if power is not supplied for a long time, the built-in battery may die, causing the time to become incorrect. You can correct the time by referring to Date & Time.

Admin access​

Q.I lost my Admin PIN, so I cannot access the Admin mode.
  • The administrator grants an access permission in the device, so only the administrator can access the Admin menu.
  • If you have lost the Admin PIN, contact the installation company.

Master Admin​

Q.After upgrading the firmware on existing devices, the Master Admin setting does not appear.
  • Devices upgraded with firmware from existing devices do not support master administrator configuration. You can enhance device security by strengthening the permissions of all administrators through the Admin 2-Step Authentication option. For more detailed information, refer to Admin 2-step Authentication.