Skip to main content

How to Troubleshoot Access Denied in BEST OFFLINE V and G Series Locks?

  • Updated

This article explains how to retrieve transaction history from offline locks in OnGuard/B.A.S.I.S, upload the data into System Administration, and run Access Denied reports to identify why cardholders are being denied access.

Description

Cardholders are being denied access at offline locks when badges or PIN codes are presented. To determine why credentials are being denied, a transaction history report must be generated from the reader.

Because this is an offline reader, this is a multi-step process. The history must be retrieved from the lock, uploaded into the OnGuard/B.A.S.I.S software, and then reviewed using a report.

Resolution

Step 1: Retrieve History from the Lock

You will need a portable laptop/netbook/tablet, transfer cables, and a flash drive if portable memory is used.

  1. Connect to the lock using the programming cables
  2. Open the Transport application
  3. Right-click the reader in the hardware list and select Get History
  4. Enter the lock password
  5. Swipe a card or enter a PIN code
  6. Verify the message indicating history events were uploaded
  7. Close the Transport application
  8. Remove the flash drive and insert it into the BASIS/OnGuard computer

Note: During this process, history is written to the BasisOfflineSeries.sdf file on the flash drive or to the directory specified in the configuration.

Step 2: Upload History into System Administration

  1. Insert the flash drive into the BASIS/OnGuard computer
  2. Start the BASIS/OnGuard Communication Server
  3. Start the Transport Tray application
  4. Upload the history using the Sync option if manual upload is required

Step 3: Run an Access Denied Report

  1. Log in to System Administration
  2. Open the Administration drop-down menu
  3. Select Reports
  4. Click the Reader Report tab
  5. Select the reader to report on
  6. Select the Access Denied report option
  7. Filter the date and time as needed
  8. Click Preview to view the report

Meaning and Correction of Access Denied Messages

MessageMeaningHow to Correct
Invalid Issue CodeThe issue code on the reader is out of range for the issue code on the card.Download the reader and configure the lockset.
Denied Count ExceededDenied attempts are not supported on BEST G Series guest locks.Remove the denied attempts feature by logging into System Administration, locating the reader, modifying the settings, setting the count to 0, and downloading the reader.
Invalid CardThe cardholder does not meet one or more access requirements.
  1. Verify the cardholder’s access level or room assignment
  2. Verify the timezones associated with the access level
  3. Check holiday settings and H1–H8 options in the timezone configuration
  4. Verify the reader date and time, then reprogram the reader
  5. Confirm the cardholder’s credentials are not expired

 

Related to

Related articles