Analyzing Rejected Tags Offline (and Lock opened offline) events

Rejected Tag Offline = customer was unable to open the door because the door did not receive an answer from the IQ in 4 seconds. This can be because the door had no connection with the IQ and the user does not have a Masterkey enabled tag.

Offline enabled tag = customer was able to open the door, however the door did not receive an answer from the IQ in 4 seconds. This can be because the door had no connection with the IQ at that time. The door therefore was opened by using the Offline Access functionality.

In both cases the door has retained the opening-events and sent these through once the connection between the lock and the IQ was re-established.

IQ Unplugged

One of the most common reasons for seeing Rejected Tags Offline is that the IQ is unplugged. 

Internal Issues

The issue could be a communication error between the lock(s) and the IQ.

- Does the issue occur with multiple locks or just with one specific door?

· One specific door

o If the issue occurs at one specific door, while other doors in the system do not experience the same issue, it is most likely that that specific door is ‘out of range’. It could be that the door is permanently out of range, which would show beause the door would be offline, or it could be located in a position where the door and the IQ have intermittent connectivity loss.

§ If this is the case, check the following:

· Distance between lock and IQ  < than 10 meters

· Measure the signal strength with an RF Channel Tester Kit. If the signal is weak (despite it being on < 10 meters from the IQ), adding a Repeater or even a new IQ to the system will resolve the issue.

· If the distance between the lock and IQ is < than 10 meters and the RF test turns out positive, then a change of RF channel may be the solution. However, because all the other locks in this system are functioning correctly, it may be that changing the RF channel in this specific instance may result in a reduced performance of the other locks.

· All locks under a specific Repeater

o If the problem occurs with locks that are all connected to a specific Repeater, the most likely cause is that the Repeater is out of range. It could be that the Repeater is permanently out of range, which would show beause the Repeater would be offline, or it could be located in a position where the Repeater and the IQ have intermittent connectivity loss.

§ If this is the case, check the following:

· Distance between Repeater and IQ  < than 10 meters

· Measure the signal strength with an RF Channel Tester Kit. If the signal is weak (despite it being on < 10 meters from the IQ), adding a Repeater or replacing the Repeater with a new IQ (that is placed nearer to the lock) would be a solution.

· Multiple locks under the same IQ

o If the problem occurs with multiple locks under the same IQ, then this could be due to distance issues (locks > 10 meters from the IQ) or because the RF channel is not set to the most optimal channel for this system.

§ If this is the case, check the following:

· Distance between Repeater and IQ  < than 10 meters

· If the distance between the lock and IQ is < than 10 meters and the RF test turns out positive, then a change of RF channel may be the solution.