The following Intelliprox Blue troubleshooting guide helps you to track down the cause of many installation or user issues:

The controller does not power-up (there are no LEDs displayed on the controller or the reader).

• Suggestion/Solution: Ensure the controller's input voltage is at least 12VDC - take a voltage reading between pin 1 (GDN) and pin 2 (12VDC) of the P1 terminal block.
• Suggestion/Solution: Check the power wires are not reversed.
• Suggestion/Solution: Ensure the P1 controller terminal block is connected.
• Suggestion/Solution: If there is a battery backup on the power-supply, disconnect the battery and verify that it is charging. If not the backup battery will most likely need to be replaced.

-------------------------------------------------------------------------------------------------------------

The NXT reader is making a constant 'beep-beep-beep' noise and the reader LED is constantly blinking red.

• Suggestion/Solution: If door contacts are being used, check that the door is physically closed.
• Suggestion/Solution: Check that the door contact wires are not loose at the controller's P7 terminal block.
  
• Suggestion/Solution: If door contacts are NOT being used, verify that the 'Reader Alarm' setting is disabled in the app.

-------------------------------------------------------------------------------------------------------------

The reader LED is not displaying amber, green or red, it is off:

• Suggestion/Solution: Ensure the controller is powered-up.
• Suggestion/Solution: Verify the controller is receiving between 12 and 14VDC.
• Suggestion/Solution: If using an NXT Exit reader, verify when the reader is powered up, the reader LEDs should display: red, green then amber.
• Suggestion/Solution: Verify the wiring for the NXT reader is correct at the P2 terminal block - (red wire - pin 1, black wire - pin 2, green - pin 3 and white - pin 4).

-------------------------------------------------------------------------------------------------------------

After logging into the app and clicking Hardware Setup there is no controller displaying:

Note: Bluetooth range is subject to environmental conditions and the specific smart phone being used.

• Suggestion/Solution: Verify that Bluetooth is enabled on your smart phone/tablet.
• Suggestion/Solution: Verify that Bluetooth is enabled on the controller (DS3 LED should be solid blue).
• Suggestion/Solution: Verify you are within the Bluetooth range of the Intelliprox Blue (approx. 5m).
• Suggestion/Solution: Ensure your smart device is BLE-enabled.
• Suggestion/Solution: Verify that another smart device isn't already connected to the controller.

-------------------------------------------------------------------------------------------------------------

After logging into the app and going to Hardware Setup there are other Bluetooth devices displayed in the device list, for example: Bluetooth locks:

• Suggestion/Solution: Workaround is to configure the Intelliprox Blue controller outside the range of the other Bluetooth devices.

-------------------------------------------------------------------------------------------------------------

After tapping the CONNECT button or the controller name, the app is not connecting to the controller:

• Suggestion/Solution: Ensure you are entering the correct pairing password (123456).
• Suggestion/Solution: If you have changed the device name or pairing password, you should exit the app, go to your Bluetooth settings, 'forget/unpair the connection to the Intelliprox Blue, then re-open the app and connect/pair with the unit again.
• Suggestion/Solution: Perform a factory reset on the unit if it is a new installation.
• Suggestion/Solution: If you have performed a factory reset while the app is open, close and re-open the app.
• Suggestion/Solution: Verify the controller is powered-up and receiving between 12-14VDC.

-------------------------------------------------------------------------------------------------------------

If you currently have a controller that is programmed with the v1.0 firmware you will not be able to upgrade the firmware on the controller. The controller will need to be re-programmed by Keri Systems and the app will prevent you from attempting a firmware upgrade on this controller.

• Suggestion/Solution: Please contact Keri Systems for further assistance.

-------------------------------------------------------------------------------------------------------------

If you are using the v1.2.0 of the app, you may notice the controller's on-board clock time drift forward by a few seconds every day.

• Suggestion/Solution: Upgrade to v1.2.8 of the app and the v1.9 firmware.

-------------------------------------------------------------------------------------------------------------

You log into the app, tap on Hardware Setup, connect to the controller but the controller almost immediately disconnects.

• Suggestion/Solution: If you have changed the device name or pairing password, you should exit the app, go to your Bluetooth settings, 'forget/unpair the connection to the Intelliprox Blue, then log back into the app, re-connect and pair with the unit again.
• Ensure you have upgraded the controller to the latest firmware version (v2.3 at the time of writing).

Note: With some older smart devices you may experience a delay in displaying the Bluetooth password prompt.

-------------------------------------------------------------------------------------------------------------

The controller may fail to disconnect after clicking the DISCONNECT button on the device list screen. The controller no longer displays on the device screen but the Bluetooth connection LED continues to display on the controller.

• Workaround: Disable Bluetooth on the device and then re-enable Bluetooth. If that doesn't work, try unpairing from the controller and then connecting/pairing with it again.

-------------------------------------------------------------------------------------------------------------

In rare circumstances you may not be able to open any of the menu options on the home screen (after performing a upgrade of the app). This only seems to happen with a few specific models of smart phone.

• Suggestion/Solution: Completely delete the app and then re-install it (as a new installation).

-------------------------------------------------------------------------------------------------------------

• Suggestion/Solution: Ensure the entered device name is less than 20 characters.
• Suggestion/Solution: Ensure you have not disconnected from the controller.

-------------------------------------------------------------------------------------------------------------

If you change the name of a card record and then save, the old card name will still display in the cardholder list. The same thing if you enroll a new credential using the controller enrollment button (and then enter the cardholder name):

• Suggestion/Solution: Reload/re-open the full cardholder list.

-------------------------------------------------------------------------------------------------------------

When a card is presented the reader LED momentarily flashes red and the door stays locked:

• Suggestion/Solution: Open cardholders and verify that the cardholder being denied access is in the cardholder list.
• Suggestion/Solution: Verify that the card number is also in the cardholders list.
• Suggestion/Solution: While a large list of events are being retrieved you will momentarily not be able to gain access at the door.
• Suggestion/Solution: Check the cardholder's assigned time profile.
• Suggestion/Solution: Check the time schedule that is assigned to the cardholder's time profile.

-------------------------------------------------------------------------------------------------------------

• Suggestion/Solution: Go to the device list and check the controller is still online.
  
  Note: With the current version of the app, there is no visual indication if the controller loses power or goes offline. You will have to return to the device list and re-connect to the controller.
  
  
• Suggestion/Solution: Verify that the door unlock time is not 0.

-------------------------------------------------------------------------------------------------------------

• Suggestion/Solution: If you are using 2 readers, check in the door settings that the unit is not set to 1 reader.
• Suggestion/Solution: Upgrade to app v1.2.8 and controller firmware v1.9.

-------------------------------------------------------------------------------------------------------------

If the door is auto-unlocked the reader LED will be green but following presentation enrollment the LED will go to amber (It should stay at green if the door is auto-unlocked).

• Suggestion/Solution: Disable/enable the auto-unlock.
• Suggestion/Solution: Install the v1.2.6 of the app.

-------------------------------------------------------------------------------------------------------------

If you unlock the door (temp unlock or present a valid card) and then open the cardholder list (before the door re-locks), the door will remain unlocked until the full list of cardholders is displayed. This is of particular note on systems that have more than 100 cardholders as it may take a few minutes to load all the cardholder records.

Suggestion/Solution: Ensure that cardholders are not attempting to gain access while you are retrieving the list of cardholders.

-------------------------------------------------------------------------------------------------------------

• Suggestion/Solution: Ensure you are entering the first name AND last name exactly as they have been entered in the database.
• Suggestion/Solution: Note that the cardholder search function is case-sensitive.

-------------------------------------------------------------------------------------------------------------

If you cannot open the Cardholder screen it is most likely that you have changed the controller name but need to pair again with the controller. Perform the following steps:

1. Close the Intelliprox Blue app.
2. Go to the Bluetooth connections on your Android or iOS device.
3. Unpair/Forget the connection to the controller.
4. Open the Intelliprox Blue app again.
5. Connect and pair with the app again.

-------------------------------------------------------------------------------------------------------------

You may see the app hang when a large database is being restored:

• Suggestion/Solution:  You should simply wait for 30 seconds - 1 min and the database restoration should complete.
• Suggestion/Solution: Upgrade to the v1.2.8 app and v1.9 controller firmware

-------------------------------------------------------------------------------------------------------------

You may not see the cardholder names in the events screen (for example; for access granted, access denied, etc):

• Suggestion/Solution: You should re-open the full list of cardholders.
• Suggestion/Solution: If you have a large database of cardholders you will need to update to the v1.2.8 app and v1.9 controller firmware.

-------------------------------------------------------------------------------------------------------------

You have created a backup but the backup file does not include cards that were enrolled just prior to the backup:

• Suggestion/Solution: If the database backup is not including cards that have recently been enrolled you should load the full list of cardholders - (this will synchronize the data in the app with the database on the controller).
  

-------------------------------------------------------------------------------------------------------------

If you are setting up and configuring multiple controllers that are all within range of the smart phone, they will all display in the app with the same name (Intelliprox Blue).

• Suggestion/Solution: If you are setting up multiple controllers you MUST first change the name of each controller so you will be able to identify the controllers in the app... Otherwise all controllers will display in the app with the same default name - making setup/configuration very difficult.

-------------------------------------------------------------------------------------------------------------

Certain specific make and model of smart phone may give you difficulty with entering the username or password.

• Suggestion/Solution: the workaround is to disable 'Word Suggestion' setting on the 'Zen Keyboard' of your Android device.

-------------------------------------------------------------------------------------------------------------

• Click here to download a PDF of this information.