Skip to main content

Door Access and Network Troubleshooting Guide

The most common issue is when doors go offline, which is usually fixed by a power-cycle. However, faulty hardware and power issue can also cause problems with door access. This guide should help you identify what kind of issue you are dealing with, provide some self-troubleshooting and fixes, and direct you to the right third party for help where needed.

Table of Contents

Identify the Type of Issue

  • Glofox/Software
    • Member status issues
    • Card barcode issues
  • Offline Door
    • Internet/network issues
    • Power Issues
    • Damaged or faulty hardware
  • Door lock/Frame
    • Online door: 
      • Mag/Strike log power issue
      • Faults with AC adapter/power supply
      • Stuck lock 
      • Damaged door frame
    • Offline door: 
      • Faulty controller

Glofox/Software Issues

If the door doesn't open when a card is scanned, start by confirming that the issue isn't related to the member's or staff member's card. Before reporting the issue to Glofox, check the following:

  • Outstanding balance: Does the member have an outstanding balance on their profile? It may help to confirm that their name does not appear on the Money Owed report.
  • Active membership: Is the member’s membership currently active? Ensure they do not have a future start date, a frozen membership, or an expired plan.
  • Correct barcode: Is the correct barcode assigned to the member or staff profile in Glofox?
  • Scope of the issue: Does the problem affect only one person or a specific group of members?

Note: In some instances, if an individual card doesn't work for a reason not listed above, go to their Glofox profile > 'Details' tab > click "Save changes'. This updates their access levels.

Is the Door Online/Offline? 

After ruling out any issues within Glofox, determine whether the door is online or offline. When a door is offline, the following behavior occurs:

  • Attendance does not update in Glofox.
    If you have multiple doors and only one is offline, you will still see access activity for the door(s) that remain online.
  • Most cards will be denied access even if the membership is valid.
    When the door loses its internet connection, it can no longer communicate with Glofox. As a result, it cannot verify membership status and will deny access.
  • Some members may still gain access due to cached data.
    The door controller stores a limited amount of recent membership data. Anyone who successfully scanned before the door went offline may still be recognized and allowed entry based on this internal memory.

Because of this, any newly assigned cards or members whose status changed after the door went offline (e.g., returning from a freeze, clearing an outstanding balance, activating a new membership) will not be recognized by the offline door and will be denied access.

Loss of Power

If you’ve confirmed that the door is offline, the next step is to check for any power-related issues. When the door system has no power, it will not function for anyone. When a door has no power, the following behavior occurs:

  • No lights on the card reader or door controller:
    If both devices have no lights, they are not receiving power.
  • Controller has power but the card reader does not:
    In this case, the door may still appear online, but access will fail for all users. This usually indicates the card reader's wiring has become loose or damaged. Contact your security provider (usually, but not limited to RVTV or Scion Communications) to troubleshoot and determine whether a replacement reader is needed.
  • Controller has no power:
    A power cycle often resolves this issue, though you may need to try it more than once. If the issue persists, contact the security company for further assistance.
  • Replacement hardware:
    If you are advised that a new controller or card reader is required, these can be ordered through FranConnect via the Print and Pro Shop.

Power-Cycling Doors

  • What: Power-cycling means to remove power from the door and other hardware connected to it, and then restoring the power.
  • When: A power-cycle is typically required when a door goes offline—either because it has lost its internet connection or because it has lost power. Without power, the door will automatically lose its connection to the internet.
  • Why: Doors can go offline for various reasons, most commonly: 
    • Power outages
    • Loss of internet connections (i.e. the internet temporarily does down, but the door needs to be power-cycled to re-establish the connection with the door, even if the internet connection came back or the internet connection is intermittent/unstable or down). 
    • Equipment failure (i.e. issues or damaged cables, routers, modems, switches, door controller, etc...)

Familiarize Yourself with the Hardware
Door Controller Card Reader Internet Modem Router & Switch
Location: this is usually in a comms room where all other security related hardware is stored. In rare occasions, it may be above ceiling tiles and/or closer to the door  Location: next to the door Location: can vary, but typically located in the comms room, in the office or at the reception desk. Location: usually in a comms room or in the office where all other security related hardware is stored.

Note: Sometimes the controller might be places inside an electric box that may be similar or look exactly like this:

 

 

Alternatively, the controller itself could be screwed directly onto the wall, in which case you'll be looking for the front of the controller, which looks like this:

 

In both scenarios you will need a screwdriver.

Power-Cycle Step-by-Step

  • Step 1: Remove power from the controller and leave it off. 
    • There are two ways to remove power from the controller: 

      • Find the power source (this might be a power switch/socket on the wall connected to the controller) and unplug it. 

        OR

      • On the controller, unplug the grey or green socket labeled GND/ +DC. It is important not to pull directly on the wires. 

    • Check that the light on the card reader went off to ensure you have removed power. Leave the controller off for now. 
  • Step 2: Remove power from the internet hardware
    • Remove power from the internet modem, and also from the router switch if you have them. 
    • Leave all hardware off for 60-120 seconds.
  • Step 3: Reconnect power to the controller and check if the door is back online.
    • Reconnect power to the modem/router and switch - wait for the internet to come back on fully (i.e., try to load an internet page) 
    • Reconnect the power to the controller and check the door is back online (i.e., test door with a card and see if it opens and the attendance shows in Glofox).

Still Not Online?

Sometimes a single power-cycle isn’t enough, and you may need to repeat the process a few times before the door comes back online.

If the door remains offline after multiple attempts, it is likely that a hardware issue is preventing it from reconnecting. This could involve any component in the system, including wiring, the controller, the card reader, the battery backup, or any of the network devices. In this situation, contact your security company so they can help identify the source of the problem and determine whether a repair or replacement is needed.

If you are still unable to resolve the issue after completing all the steps above, reach out to your Franchise Business Manager and/or submit a ticket to support@liftbrands.com.

Door Lock Issues

If the door is online but still not functioning correctly, the issue is likely related to the door frame, mag lock, or strike lock. Both types of locks rely on power to operate.

  • Mag Lock: is an electromagnetic lock that requires power to unlock. Mag locks require a secondary power supply.
  • Strike Lock: is an electric lock that requires power to unlock. Strike locks use the same power supply as the HID door controller.

If there is a mechanical issue or a problem with the power supply to the lock, your security company, door manufacturer, or a locksmith should be able to test and repair the issue.

Door is online/registering scans, but not unlocking 

This situation often indicates a power-related issue:

  • Weak or failing AC adapter:
    The external power supply may not be delivering enough power to trigger the unlocking mechanism. Over time, AC adapters can deteriorate, resulting in an unstable or weak signal. This may cause the door to unlock inconsistently, so it may work for some members but not others, or requiring multiple scans in order to unlock the door.
  • Mechanical lock issue:
    The physical lock may be sticking. The club can purchase and apply powdered graphite in and around the lock can help clear debris or buildup. If this does not resolve the issue, an independent locksmith should inspect the lock.
  • Maglock-specific power issues:
    Some maglocks use a separate power supply from the door’s AC adapter. If that power supply is weak or failing (typically below the recommended 1.5–12 volts), the lock may not release properly.

Door is offline and not unlocking for any members

When a door is offline it should still unlock for any members that have been able to get access to the club before the door went offline. When a door is offline, cards cannot update with the door system so any members with a new OK status or members that have recently had access revoked will not be able to have their cards update in order to grant/deny access according to their status in Glofox. 

To troubleshoot:

  1. Check the card reader light to confirm it is receiving power.
  2. Scan a card and listen for two clicks:
  • A faint click from the controller
  • A second click from the lock

If you hear neither, the controller or AC adapter is likely dead and needs replacement.

Door not locking after opening

This does not affect member access but poses a security risk. Common causes include:

  • Door closer not fully closing the door:
    If the door closer above the door does not shut completely, the locking mechanism cannot engage.
  • Weak power supply to the lock:
    This is especially common with maglocks. If the lock isn’t receiving enough power, it may fail to re-engage after the door closes. This also requires you to contact your security company or a locksmith for assistance.

 

 

 

Was this article helpful?
Powered by Zendesk