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Frequently Asked Questions
Through the Paxton Connect App, or through Net 2 Online User Interface.
This is only available using a 3rd party Bluetooth reader
You can do this hardware integration through Hikvision, ZKTeco and suprema.
Paxton Troubleshooting Help Guide
As installers of access control, and a "Gold" partner we are more than qualified to help resolve your issues! From Paxton card readers, to Net2 access control, we're here to resolve any issue. Our experts have complied a guide of the most common troubleshooting. If our guide doesn't resolve your issue, we are more than happy to help!
This guide covers the following:
Paxton Troubleshooting for Keypad Malfunctions:
Check Power Supply
Ensure that the keypads are receiving power. Check the power source and connections to make sure they are intact and functioning properly.
Inspect Wiring
Examine the wiring connected to the keypads. Look for any visible signs of damage, such as frayed wires or loose connections. Reconnect any loose wires and replace any damaged ones.
Reset Keypads
Try resetting the keypads to their default settings. This can often resolve issues related to configuration errors or software glitches. Refer to the Paxton keypad manual for instructions on how to perform a reset.
Check Network Connection
If the keypads are connected to a network, ensure that the network connection is stable and active. Check network cables, switches, and routers to ensure everything is working correctly.
Software Updates
Ensure that the software or firmware associated with the Paxton system is up to date. Sometimes, software bugs or compatibility issues can cause keypad malfunctions, which can be resolved by installing the latest updates.
Test with Different Devices
If possible, test the keypads with different devices to determine if the issue is specific to certain keypads or widespread across the entire system. This can help isolate the problem and identify potential hardware issues.
Contact Support
If none of the above steps resolve the issue, it may be necessary to contact Paxton specialists for technical support for further assistance. Call us on 0333 7000 123 and we will be happy to provide guidance and solutions.
Paxton Troubleshooting for Card Reader Malfunctions:
1. Inspect the card reader for physical damage
Examine your card reader for any visible signs of damage, such as cracks, loose connections, or bent pins.
If you find any loose connections, ensure they are securely plugged in.
Remove any dirt, dust, or debris from your reader using a soft, lint-free cloth. Be gentle to avoid causing further damage.
2. Check the condition of the access cards or key fobs:
Verify that your access cards or key fobs being used are not expired or damaged.
Test your cards on other functioning card readers to ensure they are working properly.
If any cards are malfunctioning, replace them with new ones.
3. Verify the reader’s settings and configuration
Access the Paxton software or the management interface of your access control system.
Check your reader’s settings and configuration options.
Ensure that the correct card format and reader type are selected in the software.
Confirm that your reader is properly connected to the system and has the necessary power supply.
4. Test the card reader
Attempt to use a known working access card or key fob on the reader.
Pay attention to any error messages or indications of malfunctioning, such as a failure to recognise the card or a lack of response from the reader.
5. Contact technical support
If the issue persists after following the above steps, consider reaching out to the technical support team of the card reader manufacturer or your access control system provider. You can contact us on 0333 7000 123.
Provide them with details about the problem, the steps you have already taken, and any error messages or observations you have noted.
They can offer further assistance, troubleshoot the issue remotely, or provide guidance on potential solutions.
6. Consider replacing the card reader
If all troubleshooting steps fail to resolve the issue, and the card reader continues to malfunction, it may be necessary to replace the reader with a new one.
Consult with the manufacturer or your access control system provider to find a suitable replacement that is compatible with your system.
Remember to exercise caution and consult professional assistance if you are uncertain about any of the steps or if the card reader is part of a larger, complex access control system.
Paxton Troubleshooting for System Integration:
Review the integration requirements and guidelines provided by Paxton:
Consult the integration documentation or guidelines provided by Paxton for the specific third-party software or security systems you are trying to integrate.
Pay attention to any specific requirements, recommendations, or best practices mentioned in the documentation.
Double-check compatibility between the Paxton system and the external system or software:
Verify that the Paxton system and the external system or software you want to integrate are compatible with each other.
Check for any specific version requirements or compatibility lists provided by Paxton.
Ensure that the Paxton system firmware or software is up to date, as newer versions often provide improved compatibility with external systems.
Ensure the necessary APIs or integration modules are properly installed and configured:
Identify the required APIs or integration modules for the integration process.
Obtain the necessary software components from Paxton or the third-party system provider.
Install the APIs or integration modules according to the provided instructions.
Ensure that the installation process is completed successfully without any errors.
Configure the APIs or integration modules:
Access the configuration settings of the installed APIs or integration modules.
Follow the provided documentation or guidelines to configure the integration parameters.
Pay attention to key settings such as authentication credentials, connection settings, and data synchronisation options.
Verify that the configuration settings align with the requirements of both the Paxton system and the external system or software.
Test the integration:
Perform test scenarios to validate the integration between the Paxton system and the external system or software.
Test various functionalities, such as data synchronisation, event notifications, access control actions, or any other relevant features.
Monitor the integration process closely to ensure that data flows smoothly between the systems.
Identify and address any issues or errors encountered during the testing phase.
Maintain and update the integration:
Regularly monitor the integration to ensure its ongoing functionality and reliability.
Stay updated with any new releases, updates, or patches provided by Paxton or the third-party system provider.
Apply necessary updates to the integration components to keep them compatible and secure.
Document any changes or updates made to the integration configuration for future reference.
Remember to consult the specific integration documentation provided by Paxton and the third-party system or software to ensure a successful integration process.
Review the integration requirements and guidelines provided by Paxton:
Consult the integration documentation or guidelines provided by Paxton for the specific third-party software or security systems you are trying to integrate.
Pay attention to any specific requirements, recommendations, or best practices mentioned in the documentation.
Double-check compatibility between the Paxton system and the external system or software:
Verify that the Paxton system and the external system or software you want to integrate are compatible with each other.
Check for any specific version requirements or compatibility lists provided by Paxton.
Ensure that the Paxton system firmware or software is up to date, as newer versions often provide improved compatibility with external systems.
Ensure the necessary APIs or integration modules are properly installed and configured:
Identify the required APIs or integration modules for the integration process.
Obtain the necessary software components from Paxton or the third-party system provider.
Install the APIs or integration modules according to the provided instructions.
Ensure that the installation process is completed successfully without any errors.
Configure the APIs or integration modules:
Access the configuration settings of the installed APIs or integration modules.
Follow the provided documentation or guidelines to configure the integration parameters.
Pay attention to key settings such as authentication credentials, connection settings, and data synchronisation options.
Verify that the configuration settings align with the requirements of both the Paxton system and the external system or software.
Test the integration:
Perform test scenarios to validate the integration between the Paxton system and the external system or software.
Test various functionalities, such as data synchronisation, event notifications, access control actions, or any other relevant features.
Monitor the integration process closely to ensure that data flows smoothly between the systems.
Identify and address any issues or errors encountered during the testing phase.
Maintain and update the integration:
Regularly monitor the integration to ensure its ongoing functionality and reliability.
Stay updated with any new releases, updates, or patches provided by Paxton or the third-party system provider.
Apply necessary updates to the integration components to keep them compatible and secure.
Document any changes or updates made to the integration configuration for future reference.
Remember to consult the specific integration documentation provided by Paxton and the third-party system or software to ensure a successful integration process.
Paxton Troubleshooting for Power Supply Problems:
Paxton Troubleshooting for Power Supply Problems:
Power supply problems
When encountering power supply problems with your Paxton system, it’s important to troubleshoot and resolve the issue to ensure smooth and uninterrupted operation. Here are some steps you can take:
Verify the power source
Start by checking the power source and ensuring that it is providing the correct voltage and current required for the Paxton system. Refer to the system’s specifications or consult the user manual for the recommended power requirements. Using an incompatible power source can lead to unstable operation or system malfunctions.
Check power cables and connections
Examine the power cables connected to the Paxton system to ensure they are securely plugged in and undamaged. Loose or faulty connections can disrupt the power supply and cause intermittent issues. Inspect the cables for any signs of wear, fraying, or damage, and replace them if necessary. Additionally, ensure that all connections are properly seated and tightened.
Consider using a surge protector or UPS
Power fluctuations, surges, or outages can damage the Paxton system and potentially lead to data loss or hardware failures. To safeguard against such incidents, consider using a surge protector or an uninterruptible power supply (UPS). A surge protector helps protect against sudden voltage spikes, while a UPS provides backup power during outages, allowing the system to gracefully shut down or continue operating until power is restored.
Consult a professional
If the power supply problem persists despite the above steps, it may indicate an issue with the electrical circuit or connections. In such cases, it is advisable to seek assistance from a qualified electrician. They can assess the wiring, outlets, and circuitry to identify any underlying electrical faults or deficiencies that may be impacting the power supply to the Paxton system. The electrician can offer expert guidance and make any necessary repairs or adjustments to ensure a stable and reliable power source.
By following these steps and addressing power supply problems systematically, you can optimise the performance and longevity of your Paxton system while minimising the risk of power-related issues.
Paxton Troubleshooting for Connectivity Issues:
Check Physical Connections:
Examine the network connections of the control panel and door controllers. Ensure that all cables are securely plugged in and that there are no physical damages. A loose or damaged cable can disrupt the network connection.
Verify that the cables are connected to the correct ports on the devices and that they are properly seated.
Verify IP Addresses and Network Settings:
CConfirm that the IP addresses and network settings of the Paxton devices are correctly configured. Ensure they are on the same network segment and subnet as other devices they need to communicate with.
Double-check the IP addresses to ensure there are no conflicts with other devices on the network.
Power over Ethernet (PoE) considerations
If you are using PoE to power the Paxton devices, check the PoE switch or injector. Ensure it is providing sufficient power to the devices. Insufficient power can cause intermittent connectivity issues.
Consider using a PoE tester to verify the power output if you suspect power-related problems.
Wireless Connectivity:
If your access control system relies on wireless connectivity, assess the signal strength in the areas where connectivity issues occur.
Identify potential sources of interference such as other wireless devices, electronic equipment, or physical obstacles. Adjust the placement of wireless access points to minimise interference and improve signal coverage.
Ensure that the wireless access points are properly configured with the correct SSID, security settings, and channel selection. Misconfigurations can lead to connectivity problems.
Test connectivity
Use network diagnostic tools to test the connectivity between the control panel, door controllers, and other devices on the network. Ping the devices to check if they respond and measure the latency.
If possible, connect a laptop or computer directly to the same network switch as the Paxton devices to isolate any potential issues with the network infrastructure.
Update firmware and software
Ensure that the firmware and software of the Paxton devices are up to date. Manufacturers often release updates that address connectivity issues and improve overall performance.
Consult manufacturer documentation
Refer to the user manuals, troubleshooting guides, and knowledge base provided by the manufacturer of the access control system. They may have specific recommendations or known issues related to connectivity problems.
Seek professional tech support – Contact us here!
If you have followed the troubleshooting steps above and are still experiencing connectivity issues, contact the technical support team of the access control system manufacturer. Provide them with detailed information about the problem, steps you have taken, and any error messages encountered.
Remember to exercise caution while troubleshooting and make changes to the system settings only if you are confident in your abilities. If unsure, it is advisable to seek assistance from a qualified technician or professional familiar with access control systems.
Paxton Troubleshooting for Access Denied or Unresponsive Doors
Check the power and network connections of the affected door controllers. Ensure that they are receiving power and are properly connected to the network.
Verify the door lock mechanism, including electric strikes or magnetic locks, to ensure they are functioning correctly. Test them manually if possible and inspect for any signs of damage or misalignment.
Review the access control settings in the Paxton software. Confirm that the affected doors are correctly assigned to the appropriate access groups and time schedules. Ensure that the necessary user permissions are set for accessing the doors.
If the issue persists, check for any error messages or logs in the Paxton software or the control panel’s interface. These may provide additional insights into the cause of the access denial or unresponsiveness.
Paxton Troubleshooting for Software Errors or Glitches
Check Power and Network Connections:
Inspect the power and network connections of the affected door controllers. Ensure that they are securely plugged in and receiving power.
Verify that the network cables are properly connected and not damaged. A loose or damaged connection can result in access control issues.
Verify Door Lock Mechanism:
Examine the door lock mechanism, whether it’s an electric strike or magnetic lock, to ensure it is functioning correctly. Test the lock manually if possible to see if it engages and disengages smoothly.
Inspect for any signs of damage, such as broken wires or misalignment, that may impede the proper operation of the lock mechanism.
Review Access Control Settings:
Open the Paxton software and review the access control settings. Confirm that the affected doors are correctly assigned to the appropriate access groups and time schedules.
Check the user permissions to ensure that the necessary access rights are granted for users attempting to access the doors. Make sure there are no conflicting access rules that may be causing the denial of access.
Check for Error Messages or Logs:
Check the Paxton software or the control panel’s interface for any error messages or logs related to the denied or unresponsive doors. These messages can provide valuable information about the cause of the issue.
Look for any notifications indicating communication problems, device malfunctions, or access control events that may shed light on the problem.
Restart the Door Controllers:
Try restarting the affected door controllers. Power them off, wait for a few seconds, and then power them back on. This simple action can sometimes resolve temporary glitches and restore normal functionality.
Test Alternative Access Methods:
If available, try accessing the doors using alternative methods. For example, use a physical key or an alternative access control card or credential to see if the issue lies specifically with the electronic access control system.
If the alternative methods work, focus on troubleshooting the access control system components, such as the controllers, software, or connectivity.
Check for Firmware and Software Updates:
Ensure that the firmware and software of the Paxton devices, including the door controllers, are up to date. Manufacturers frequently release updates that address bugs, improve performance, and fix compatibility issues.
Seek Technical Support:
If the troubleshooting steps above do not resolve the access denial or unresponsiveness issue, contact our technical support team. We will be happy to help!
Remember to exercise caution when troubleshooting and avoid making changes to the system settings unless you are confident in your abilities. When in doubt, consult a qualified technician or professional who is experienced with access control systems.
Paxton Troubleshooting for False Alarms or Unreliable Notifications:
Check the Sensor or Detection Device:
Inspect the sensor or detection device connected to the Paxton system. Ensure that it is correctly installed according to the manufacturer’s instructions.
Calibrate the sensor to the appropriate settings and sensitivity levels recommended by the manufacturer.
Check for any obstructions, such as objects, debris, or environmental factors (e.g., drafts, moving objects), that may trigger false alarms. Clear any obstructions that could interfere with the sensor’s accurate detection.
Review Alarm Configuration Settings:
Open the Paxton software and review the alarm configuration settings. Verify that the thresholds, sensitivity levels, and notification triggers are appropriately set for reliable alarm detection and notifications.
Adjust the settings if necessary, considering the specific requirements of your environment and the type of alarms you want to detect. Fine-tuning the configuration can help reduce false alarms and improve reliability.
Inspect Network Connection and Notification Settings:
Examine the network connection between the Paxton system and the alarm notification devices, such as sirens, email notifications, or SMS gateways.
Ensure that the network connection is stable and reliable. Check the cables, switches, and routers involved in the network infrastructure to rule out any connectivity issues.
Review the notification settings in the Paxton software. Confirm that they are correctly configured to trigger notifications when alarms occur. Verify the email and SMS settings if those notification methods are used.
Update Firmware:
Check if there are any firmware updates available for the Paxton devices. Manufacturers often release firmware updates to address known issues, improve performance, and enhance the reliability of the system.
If updates are available, follow the manufacturer’s instructions to update the firmware of the Paxton devices. Be sure to back up any configurations or settings before performing the update.
Contact Paxton Technical Support:
If the troubleshooting steps above do not resolve the issue with false alarms or unreliable notifications, consider reaching out to Paxton’s technical support for further assistance.
Provide them with detailed information about the problem, including the specific devices, configurations, and any error messages or symptoms observed. They can offer specialised guidance and help diagnose and resolve the issue.
Always exercise caution when troubleshooting and avoid making changes to system settings unless you are confident in your abilities. If unsure, consult a qualified technician or professional who is experienced with access control systems.
Paxton Troubleshooting for User Management Challenges:
Review User Management Settings:
Review the user management settings in the Paxton software. Ensure that user accounts are properly created, assigned the correct access privileges, and associated with the appropriate access groups.
Verify User Credentials:
Verify that the user credentials, such as usernames and passwords, are correctly entered and not expired. Reset or update user credentials if necessary, ensuring compliance with password complexity requirements.
Check Synchronisation with External User Management Systems:
Check the synchronisation between the Paxton system and any external user management systems (e.g., Active Directory). Ensure that changes in user accounts or access rights are properly reflected in the Paxton software.
Troubleshooting User Management Challenges:
If encountering difficulties with user management, consult the Paxton software documentation or contact Paxton’s technical support for guidance on configuring and managing user accounts effectively.
Regular User Account Audits:
Conduct regular user account audits to ensure that user accounts are still valid and necessary. Remove any outdated or inactive accounts to maintain a streamlined and secure user management system.
Review and update user access privileges periodically to align with any changes in roles, responsibilities, or organisational requirements.
Remember to exercise caution when managing user accounts and access privileges, as incorrect configurations can lead to security vulnerabilities or unintended access restrictions. If unsure about making changes, seek assistance from a qualified technician or professional who is experienced with access control systems and user management.
Paxton Troubleshooting for System Errors or Unresponsiveness:
Restart the Paxton System:
Begin by restarting the entire Paxton system, including the control panel, door controllers, and any associated hardware components.
Power cycle the devices by turning them off, waiting for a few seconds, and then turning them back on.
Allow sufficient time for the system to initialise and stabilise after the restart.
Check System Logs and Error Messages:
Access the Paxton software and review the system logs and error messages for any indications of the specific issue.
Pay attention to any recurring error messages or patterns that could help identify the root cause of the problem.
Use the information from the logs to troubleshoot the issue or contact Paxton’s technical support for further assistance.
Verify Server/Computer Specifications:
Ensure that the server or computer hosting the Paxton software meets the recommended specifications provided by Paxton.
Check that the system has sufficient CPU, RAM, and storage resources to support the operation of the access control system.
Address any hardware limitations by upgrading the server or reallocating resources as necessary.
Reinstall or Upgrade the Paxton Software:
If the issue persists and other troubleshooting steps have not resolved the problem, consider reinstalling the Paxton software.
Uninstall the existing software following the proper uninstallation procedures.
Download the latest version of the Paxton software from their official website.
Follow the recommended installation and configuration steps provided by Paxton during the installation process.
Consider upgrading to the latest version if you are running an outdated version, as newer versions often include bug fixes and performance improvements.
Seek Technical Support
If the troubleshooting steps above do not resolve the system errors or unresponsiveness, contact Paxton’s technical support for further assistance.
Provide them with detailed information about the problem, steps you have taken, and any error messages encountered.
Our Paxton technical support team can provide specialised guidance and help diagnose and resolve the issue. Contact us!
Remember to exercise caution when troubleshooting and avoid making changes to system settings unless you are confident in your abilities. If unsure, consult a qualified technician or professional who is experienced with access control systems and Paxton software.
Paxton Troubleshooting for Forgotten or Lost Administrator Credentials
Contact Paxton’s Technical Support:
If you have forgotten or lost the administrator credentials for your Paxton access control system, contact Paxton’s technical support for assistance.
Provide them with the necessary information and proof of ownership to establish your authority over the system.
Request Credential Reset:
Request assistance from Paxton’s technical support to reset the administrator credentials.
Follow their instructions and procedures to regain access to the administrator account.
Be prepared to provide specific system information, such as the serial numbers of the devices or any other details they may require to verify your ownership.
Verify Identity and Ownership:
Paxton’s technical support may require you to verify your identity and ownership of the access control system.
Be prepared to provide any necessary documentation, such as proof of purchase, invoices, or contracts, to establish your rightful ownership.
Follow Paxton’s Procedures:
Cooperate with Paxton’s technical support team and follow the prescribed procedures they provide to recover your administrator credentials.
These procedures may include specific steps or requirements to confirm your identity and regain access to the system.
Prevent Future Issues:
Once you regain access to the administrator account, take steps to prevent similar issues in the future.
Securely store and manage the administrator credentials, ensuring that they are not easily forgotten or lost.
Consider implementing multi-factor authentication (MFA) for enhanced security. MFA requires additional verification steps, such as using a mobile app or receiving a one-time code, to access the administrator account.
Document and Backup Credentials:
Document the administrator credentials in a secure location and ensure that only authorised personnel have access to this information.
Implement a regular backup process for critical system information, including administrator credentials, to avoid permanent loss or accidental deletion.
Remember to protect the confidentiality of your administrator credentials and follow best practices for password management. If you encounter difficulties during the recovery process, contact your tech support team, or contact us.
Need some extra support?
Contact us for Paxton Troubleshooting, or if you would like any support with your access control purchase. Our friendly team of experts will help resolve your issue in no time!
Call us on 0333 7000 123 or Make an enquiry.
