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Edge Devices

Updated
Product/Feature Problem Description Solutions
EyeAllow & Access200
  • The start of authentication causes the reader to restart.
  • Walking in front of the reader causes the reader to restart.
  • The EyeAllow & Access200 requires either a Power over Ethernet Plus (PoE+) or a 24 VDC power line connection (Access200 only). If the device is connected to a switch that can only provide PoE (not PoE+) then you will see this behavior. The solution is to connect it to a different, suitable power supply.
  • The PoE+ switch the reader is connected to is not configured for 30W maximum output. Refer to the switch's user documentation for the steps required to properly configure the switch.
  • If the PoE+ switch is configured for allocation by Class, it is likely that LLDP will need to be disabled for the applicable port. Neither the EyeAllow nor Access200 utilize LLDP and certain switches are known to negotiate improperly when the reader first boots with those settings. Disabling LLDP or using Allocation-by-Value (30W) should result in normal behavior.
EyeAllow & Access200 "Connection successful" is not displayed after clicking Test Connection on the Access200 connection setup page in Identity Server.
  • Insufficient IDS licensing - In Identity Server, click Settings>Licensing.  Verify that "Valid IDS license" is displayed near the upper-left corner of the Licensing page, and that the number of devices is sufficient for your installation.
  • Incorrect IDS IP address - Verify that you have correctly entered the IP address for Identity Server (ex. https://<IP-address>:8443)
  • IDS firewall port 8443 is not open or not accessible on the network - Contact your IT department to verify that your network is configured properly.
EyeAllow & Access200 The internal card reader does not beep when a card is held up to the device below the screen.
  • Verify that the card technology is supported by the internal card reader. Please refer to document Supported Card Technologies & Formats for details.
  • The EyeAllow & Access200 cannot read cards that have encryption out of the box. Depending on the cards, it may be possible to use existing "config cards" to initialize the device, similar to configuring other HID card readers. If config cards are not available, please contact support to load the encryption keys prior to shipment.
EyeAllow & Access200 The device does not start authentication when a person walks up to it.
  • Auto-capture is disabled. To enable, navigate to the device's web page, then click on "SETTINGS"->"Mode". Click on "Change Identify Mode" then check the box for "Auto-Capture when someone is close to the device".
  • The reader is configured for Biometric AND card mode. In this mode, a card must be scanned in order to start authentication. It only starts if the card is already associated with a person in IDS.
  • The reader is configured for Biometric ON card mode. In this mode, a smart card with biometrics must be scanned in order to start authentication.
  • The proximity sensor can be recalibrated. You can do this by taking the device offline, then going to Settings, Sensors, then Proximity Sensor, as outlined here.
EyeAllow & Access200 The device displays an IP address of 192.168.63.100

Old versions of software include a bug where the IP address will not display properly. This was resolved in firmware v2.4.2 and software v2.23.0. The device web page can still be accessed via the correct IP address. The IP address can be determined using network tools or can be set to static via the device's settings button. It can also be accessed via its hostname, which by default is PI followed by the MAC address (ex: https://PIABC123DEF).

You can find the MAC address by selecting the Settings button at the bottom of the screen, then Device, then About. All of the device details will now be listed. 

*If this doesn't work, alternatively, you can attempt to ping the device by IP.
EyeAllow & Access200 The device displays an IP address of 169.254.XXX.XXX The EyeAllow & Access200 are set to DHCP by default. When a DHCP server is not available, this IP address will be assigned automatically. If a DHCP server should be available, please verify the network cable and connection. If no DHCP server is available, a static IP address can be assigned to the device via its screen or web page.
EyeAllow & Access200 The door does not unlock when a person is identified with biometrics.
  • Check the access control software logs. The device may be sending credentials that to do not have permissions at that particular door.
  • Verify the card format that is configured in Identity Server and on the device. This card format must match with one card format that is defined in the access control software.
  • Check the person's profile in IDS. People must have a credential assigned to them in the Identity Server in order for credentials to be sent to the access panel.
  • Verify the physical connection between the device and the access panel.
  • Verify the physical connection between the access panel and the electric door strike. Confirm the door strike is configured properly in the access control software.
EyeAllow & Access200 The device displays "Failed to Authenticate with Remote Server" when attempting to connect to an Identity Server. This can be due to a number of things, including the host URL, missing/wrong credentials, security/certificate configuration, and or network issues. 

NOTE: Please ensure that both the Identity Server and edge devices are on the same network. 

NOTE: 1-way traffic isn't blocked on your network, or else the device(s) may face connectivity issues.
EyeAllow & Access200 The device displays "Prox Sensor Error" upon coming back online after recalibration. During recalibration, you may receive a prox sensor error if you don't either: return to the main menu on the device screen once complete, or ensure that the device is back on the main menu on the device screen before returning to operational mode using the web interface.
EyeAllow & Access200 The device loses connection intermittently and/or at random This is a network or firewall configuration issue. Please verify that any cabling is functional. The device may be sharing an IP address with something else, or the network wattage isn't set correctly (30W Max Output), or a security setting is interfering with the communication of the device.

 

Troubleshooting Access200 Power:

Test to confirm if the problem(s) is/are caused by PoE+ vs. 24 V DC

The Access200 requires either a Power over Ethernet Plus (PoE+) or a 24 V DC power line connection. If the Access200 is connected to a switch, injector, or 24 V DC power supply that does not provide sufficient power, then you will see erratic behavior.

 

PoE+ Power Settings:

Verify that the PoE+ capable line connected to the reader is configured for 30W maximum output. Refer to the switch's user documentation for the steps required to properly configure the switch. If the PoE+ switch is configured for Allocation-by-Class, it is likely that LLDP will need to be disabled for the applicable port. Neither the EyeAllow nor Access200 utilize LLDP, and certain switches are known to negotiate improperly when the reader first boots with those settings. Disabling LLDP or using Allocation-by-Value (30W) should result in normal behavior.

 

If the unit is losing connection intermittently and/or at random:

This is the result of a network or firewall configuration issue. Please verify that any cabling is functional and in good condition. The device may be sharing an IP address with something else, or the network wattage isn't set correctly (30W Max Output), or a security setting is interfering with the communication of the device. If the device goes offline, go to the IDS device page and check the status of that problematic device.

Confirm that the POE+ network connection is correct (30 W max output). You can do this by connecting the unit to either a different switch or a PoE+ injector and monitoring the output of the ethernet connection.

Ensure that the proper voltage is being output to the unit (24 V DC, any more or less will cause instability).

To test the power output, you can connect it to a different power supply. Another way is to use a multimeter to test the voltage output of the power being supplied to the device.

 

If the door is not opening after being identified:

If the device is recognizing a user, but the door is not opening, check the access control software to see if the Wiegand credential was sent to the panel. If the panel received the credential, check the access control software to see why the panel did not trigger the strike. If the panel did not receive the credential, reset the device. If issues persist after a reset, please reach out to support.

If there is a persistent issue at a specific location for a reader, please ensure that all of the wired connections maintain continuity and are terminated properly. Also, two devices can be swapped (the known good one with the problematic one) to isolate if it is a problem with the specific area of installation.

NOTE: If there is a power-related issue at one location, swapping the devices may damage both of them.

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