What is the cause of the denied access ‘Full/Lock/No answer from Door’

When access is denied with the denied reason 'Full/Lock/No answer from Door' , various possible causes may explain the denial:

• If the controller is defined as Parking controller on the software, the parking may be full.

→ Check the actual free places of the corresponding parking zone in the Modules>Parking Zone screen.

• The reader may be defined on ‘Door closed’ mode on the software.

→ Check if the "Door Closed" option is set on both Security levels of the corresponding reader in the Reader>Access mode screen.

• The door relay may have a weekly program which is in red period or may be disabled by a global reflex.

→ Check if the "Door Relay" has a weekly program or the "Input group status indication" option in the Output screen of the corresponding relay.

• The reader may have the 'Feedback' option and the cardholder has passed his badge without opening the door. 

→ Check if the "Feedback" option is set in the Reader>Door control screen of the corresponding reader.

→ Check in the Report Wizard of the software how the access has been denied.

• The reader may be an Alarm Keypad and the cardholder who wishes to access is not defined as ‘Supervisor’.

 → Check if the reader is linked to an Input Group in the Reader>Misc. screen of the corresponding reader and if the cardholder has the "Supervisor" option in the Cardholders>Personal screen.

Troubleshooting steps:

→ Try a similar cardholder with the same definitions as the denied one to see if the problem reproduced.

→ Check that the 'Re-sending card definitions after "denied" event' option is set in Tools>Options>Server (if not, set the option and restart the application) and pass the card twice, wait 3-4 seconds between the passes.

→ If the previous step did not help, initialize the controller.

→ If the problem persists use the Report Wizard to check the following:

1. when this person accessed to this reader for last time

2. if that person has been denied on other readers

3. if other people accessed to the same reader at the same time

4. if recent changes have been done in the database on: the cardholder, his/her access group, the reader

5. if communication problems have occurred recently on this controller.

If case you want to report the problem to us:

Go to Tools>Options>Journal and set the option "Show commands for information", restart the application and note the command that is sent when this person is downloaded. Send this info to our technical support along with the main DB and the Journal. Specify the reader name, the cardholder name and the time and date when access was denied.