Troubleshooting

Note: For the following troubleshooting tips, complete only one of the troubleshooting fixes at one time. If you cannot successfully resolve the issue, proceed to the next fix.

  • Controller is not coming online:
    • Ping controller and make sure it replies.
    • By default, Aero communicates via port 3001, verify this port is opened.
    • Restart the Aero driver.
    • Make sure IP address is not duplicate (verify MAC Address).
    • In the controller properties, delete IP address and re-enter it manually.
    • Make sure anti-virus is not scanning ANY Symphony AC files/folders.
  • On-board Readers or Sub-Controllers are not displaying in the ‘Controller Status Screen’ or Hardware Tree pane:
    • Add sub-controller using the ‘Auto Scan’ tool.
    • Send a ‘Reset Controller’ command.
    • Perform a memory reset by changing the number of ‘Max_Cards’.
    • Verify sub-controllers have the correct address.
    • Check the RS-485 connection to each sub-controller.
  • Controller is constantly going offline:
    • In the controller properties, verify the “Offline Sensitivity” property is set to “Not Sensitive”.
    • Is there a “Controllers and Devices” database download being sent? If so, this will take the controller temporarily offline.
    • Verify the controller IP is not duplicated in Symphony AC or network.
    • Check network to ensure that the controller is pinging properly.
  • There are no Personnel Records being downloaded to the controller:
    • Make sure the readers have been configured in at least one Access Level.
    • Verify Personnel Records have at least 1 Access Level with readers from the controller
    • Send a ‘Reset Controller’ command.
    • Perform a memory reset by changing the number of ‘Max_Cards’.