Why the user got tag/mkey rejected in ACA?

This article only concerns ACA, and the content is expanding with more and more ticket cases.

As there are many things which need to be checked, please check carefully.

Why the user A in question does not have access to inventory/lock X?

We need to look at the definition of do not have access. And the user in question should have a tag properly assigned, and we are checking the user 24 hours after the center is released.

A. Hardware

If there is no (rejection) event registered under the user profile

    a1. Check if the lock has connection issue with the IQ, try the following method, and check if events are coming:

        a1.1 Power cycle the IQ

        a1.2 Present the maintenance card on the locks, and check if lock set time under incidents in the IQ in Larry

        a1.3 If this is IQ1, check if the IQ has half connected lock issue, check here:https://myclay.freshdesk.com/a/solutions/articles/5000829426

    a2. If the inventory uses an escutcheon lock, please check if the privacy mode is on for the lock, it can be checked in Larry (ACA does not have privacy mode, so privacy mode on means it could be caused by the connector for privacy detection being damaged. Please remove the lock, and check the mechanical part)

    a3. Check If the user's company has the correct booking for the inventory that is causing the rejection, there are cases the center has a room 714, and co working space 714ResCo-work01, and the lock is not assigned to the inventory which has the booking.

B. Access in ACA

If the (rejection) event registered correctly under the user profile

Check the user has access/booking for the lock in question in the user profile

    b1.  If the access is active or not, the example below:

The access has been disabled via Access Matrix, as shown below:

b2. If the user access has been checked and confirmed as active, check the access with Larry access, if there is a difference between ACA and Larry access, check C.

C. Access between ACA and Larry Access (CLP)

If the user has active access according to ACA, but got no access according to Larry access, then there is misalignment between ACA and CLP, you can try with c1.

    c1. Try to force sync the access from ACA to CLP, then check with Larry access again. 

In order to force sync the access from ACA to CLP, you can go to Access Matrix, disable the access for the user for any lock, and enable the access again.

If the user has active access according to ACA, but got green access according to Larry access, but still got rejected when presenting the tag to the lock, then there is misalignment between CLP and IQ, you can try with c2

    c2. Try to force sync the access from CLP to IQ, then ask the user to present the tag again.

In order to force sync the access from CLP to IQs, you can go to the collection in Larry, as shown in Pic 1, and press "Sync Access"

Pic 1

D: Digital Key AKA Mobile key 

• the mobile key is revoked
• the mobile key is corrupted on either core or aca