Entraguard ONE Troubleshooting

The following information will assist you in overcoming any obstacles you may encounter when setting up the Entraguard ONE controller. Refer to the supporting manual/documentation for further programming and setup instructions (such as performing a factory reset, setting the time, changing the unlock time, etc)

 

EG ONE+

 

For editing the Entraguard ONE:

  1. Go to the device list.
  2. Swipe-left on the name of the unit you wish to edit.
  3. Tap the pencil/edit icon.
  4. You will see the basic settings plus a firmware upgrade button and a button to access the advanced settings.

 

Diagnostic Item Probable Cause Suggested Corrective Action
Unable to Log into the Entraguard ONE App

1) The smartphone is not connected to the internet.
2) The username or password has been entered incorrectly.



1) Verify your smartphone is connected to the internet.
2) Check that you are correctly entering your username and password. If you have forgotten your password, tap on 'Forgot Password', then log in with the new password that is created after answering the security question.

 

Unable to add the Entraguard Unit via Wi-Fi - Error Message is 'Please Connect the Device AP'

1) You are not connected to the Entraguard ONE Wi-Fi network.


 1) Go to the Wi-Fi network settings on your smartphone and connect to the Entraguard's own Wi-Fi network. The network begins with the letters 'LID'. If you have multiple units in range of the Wi-Fi router you can check the reverse of the unit - The name is also printed on sticker (minus the letters 'LID'
The Entraguard Unit is not Broadcasting its own SSID 1) The unit may have not finished booting-up.
2) Ensure the factory reset has been performed correctly.
3) The unit may be out of range of the Wi-Fi router.
4) The unit is already added to the Wi-Fi network.
 1) Following a factory reset you must wait 2 minutes while the Entragaurd ONE reboots.
2) Refer to the product's instruction booklet to verify that the factory reset has been performed correctly.
3) Move the Entraguard ONE closer to your Wi-Fi router/hub.
4) If the Entraguard ONE has already been added to the Wi-Fi network you will be able to add it by selecting the 'Add Device Directly' option. If the device GID appears then you know it has already been added.


Cannot Connect to the Entraguard ONE/ONE+ After Adding it via Wi-Fi 1) Wi-Fi password was entered incorrectly.
2) You may have lost your internet connection.
3) There may be a problem with the fingerprint.
4) The unit may have been added to a 5GHz Wi-Fi network.
5) The Entraguard ONE has not completed its initialization.
1) If the Wi-Fi password was entered incorrectly, you will have to delete the unit from the app, factory reset the unit and then set it up again, this time using the correct Wi-Fi password.
2) Check that the Wi-Fi network you are connected to have internet connection... even if you are connected to the same Wi-Fi network as the Entraguard ONE.
3) The Entraguard ONE is only compatible with 2.4GHz Wi-Fi networks - so you will not be able to connect to it if you have added it to a 5GHz Wi-Fi network. Once however, you have added it to a 2.4GHz network then it doesn't matter what type of network you connect to it on (as long as it has access to the internet. You can use 2.4GHz, 5GHz Wi-Fi, 3G/4G/LTE, etc.
4) As with a factory reset, you must wait a minimum of 2 minutes to allow the unit to complete its reboot cycle and then connect to the internet (or broadcast its SSID if in a reset state).
The Time is incorrect on the live video screen 1) The time wasn't set when the unit was first added.
2) The unit lost power for a long time.		 1) After you have added the Entraguard ONE and connected to it for the first time, you should then set the time on it. Refer to the manual for instructions.
2) If the Entraguard loses power for a while you will have to manually set the time on it.
Unable to add
the Entraguard ONE/ONE+ Directly 		1) The Entraguard ONE may be on a different Wi-Fi network.
2) The Entraguard may have been added to a 5GHz Wi-Fi network.
3) The Entraguard unit may still be in a factory reset state.
 1) Ensure your smart phone is connected to the same Wi-Fi network that the Entraguard was added to.
2) Ensure that the Entraguard ONE is added to a 2.4GHz Wi-Fi network.
3) You can check if the unit is in a factory reset state, by going to the Wi-Fi network connections on your smart phone. If the unit is broadcasting its own SSID (network name beginning 'LID') then this indicates it is in a reset state and ready to be added.
Live Video Screen states: 'Incorrect Username or Password' 1) The Entraguard password is incorrect.
2) The username is incorrect.		 1) Most likely is the unit's password has been changed but is incorrect in the app. Go to edit the settings and beneath the username, enter what you believe to be the password. The default password for the Entraguard ONE is 1234.
2) Verify that the username is correct. The default username for the Entraguard ONE is admin.

NOTE: Both the username and password should be changed as soon as the unit has been setup and is online.
Not Receiving Ring or Motion Detection Notifications 1) Notifications may not be enabled for your user account.
2) The Entraguard ONE may be offline.
3) Motion Detection may not be enabled.
4) The operating mode may be set to Silent.
5) Your smart device may not be connected to the internet.
6) Notifications may be disabled in your smart phone settings.		 1) Check that on the Settings screen (Navigate to this using top left tab on the main page) Notify Vibrate mode should be.
2) Verify that you are seeing the live video stream.
3) If you are not seeing motion detection notifications.. go to the advanced settings and check that the feature is enabled
4) Verify in the app that the mode is set to: 'Ring Mode' and not Silent.
5) Verify that you have an active internet connection and a good signal.
6) Go to the manage apps area of your smart device and check that Notifications are enabled for the Entraguard ONE app.
Cannot Locate Image or Video Files 1) Looking in the wrong part of the app.
2) Capturing video or screen shots incorrectly.
3) USB Mode may not be enabled on your smart phone.
 1) To locate image or video files, click on the main menu icon on the device screen.
2) Video and screenshots are captured via the Live Video screen. Tap the camera icon for a screenshot and tap the video camera icon to begin recording and tap it again to finish recording.
3) On some Android devices, if you want to locate the image or video files via file explorer you may have to swipe-down on the home screen and enable the USB connection mode.