Lexoh Troubleshooting Guide

Problem: Device Shows Offline

Possible Causes:

• No network connectivity
• Power loss or failure
• Firewall blocking communication
• DNS resolution failure

Solutions:

1. Check physical network cable connection
2. Compare the visible power indicators with the model’s documented states; have the installer investigate an abnormal or missing indication.
3. Test the documented service from the authorized network; use ping only as an additional check if ICMP is allowed.
4. Compare firewall rules with the approved destination, port and protocol list for this deployment.
5. Resolve the actual hostname supplied for this site; use its documented DNS and gateway settings.
6. If a restart is approved, preserve the logs and follow the model’s shutdown procedure during a controlled service window.
7. Escalate a persistent failure with the model and error details. A factory reset requires a configuration backup, recovery plan and the model-specific procedure.

Problem: Device Connects Then Disconnects

Possible Causes:

• Unstable network connection
• IP address conflict
• Firmware compatibility issue

Solutions:

1. Check DHCP lease changes against the site’s addressing plan; use a reservation or static address only as assigned by the network administrator.
2. Check for IP conflicts with other devices on network
3. Record firmware versions and confirm an approved compatible update with the installer before applying it.
4. Correlate disconnect times with DHCP, switch and power logs before changing network settings.
5. Check for network loops or broadcast storms

Problem: Card Not Working

Solutions:

1. Verify card is registered in the system (Cards page)
2. Check card status is Active, not Inactive or Suspended
3. Confirm card has access to the specific zone/door
4. Check card schedule allows access at current time
5. Compare with an authorized test credential for the same door and schedule; record the reader event and denial reason.
6. Inspect the card and reader for damage; use only the cleaning method approved for their materials.
7. Replace a damaged credential through the approved enrollment process and revoke the old one. Re-enrollment does not repair a damaged RFID chip or antenna.

Problem: Door Won't Unlock

Solutions:

1. Read the controller and lock status without opening energized equipment. Have a qualified technician verify the specified supply if needed.
2. Have an authorized operator test the open command while someone confirms the door area is clear.
3. Compare the command, controller output and door-contact events; a relay click alone does not confirm that the lock released.
4. Ask the installer to inspect lock wiring using the approved diagram and electrical isolation procedure.
5. Compare the configured release duration with the commissioned setting before requesting a change.
6. Record whether the fault affects one door or several, and whether it occurs with both a credential and an authorized opening command.
7. Have the installer assess a mechanical failure and restore the approved locking and emergency-egress behavior.

Problem: Door Stays Unlocked

Solutions:

1. Review the active unlock schedule, hold-open command and emergency inputs.
2. Review access events for repeated unlock commands
3. Have the installer check relay and lock behavior against the approved wiring diagram.
4. Check for door sensor malfunction (door status unknown)
5. Follow the site’s security procedure and contact the installer. Do not override emergency inputs or restart a controller without assessing the effect on doors.

Problem: No Video Feed

Solutions:

1. Check the camera’s documented power indicators or the managed PoE port status, where available.
2. Check network cable connection (both ends)
3. Use the camera’s documented management address from the authorized network, with HTTPS where supported.
4. Compare the configured stream address and protocol with those documented for the installed camera and video system.
5. Check camera credentials (username/password)
6. Check firmware compatibility with the installed video system before updating.
7. If approved, restart the camera using its documented procedure and confirm recording resumes afterward.

Problem: Poor Video Quality

Solutions:

1. Inspect the exposed optical surface for dirt or condensation; follow the model’s cleaning instructions for its lens or protective cover.
2. Check focus at the required subject distance; adjust focus or zoom only if the model provides those controls.
3. Compare bitrate with the accepted image-quality target and available network and storage capacity.
4. Test the supported resolution against the required detail at the subject’s actual distance.
5. Verify adequate lighting in camera field of view
6. Check network bandwidth is sufficient for stream
7. Compare available exposure and wide dynamic range settings in the actual lighting conditions; preserve the previous settings.

Problem: Recording Not Working

Solutions:

1. Identify which camera, recorder or server manages recording, then check that the expected channel is enabled there.
2. Check storage location has available space
3. Verify recording schedule is configured correctly
4. Run an approved test for the configured continuous or event-triggered recording mode, then verify playback at the recorded time.
5. Check NVR/storage server is online
6. Compare camera and recording-service logs for the same time window, including storage or write errors.

Problem: Barrier Won't Open

Solutions:

1. Keep people and vehicles clear of the moving area; read visible status indicators and the model’s error display.
2. An authorized operator may test the opening command only under the site’s controlled testing procedure.
3. Inspect for visible obstruction without entering the movement area or bypassing safety sensors.
4. Record the safety-input status and have the installer diagnose a persistent fault.
5. Record visible arm damage or misalignment for the installer without entering the movement area.
6. Review barrier event logs for error codes
7. Use the manufacturer’s fault-recovery procedure with the installer; do not use a power cycle as a substitute for diagnosing a safety fault.

Problem: Payment Not Processing

Solutions:

1. Verify payment terminal is online in dashboard
2. Check terminal has network connectivity
3. Check the transaction status with the processor before retrying to avoid duplicate charges. Use the processor’s approved test procedure.
4. Verify payment processor configuration is correct
5. Check the documented terminal or processor authentication status without sharing payment credentials.
6. Review transaction logs for specific error codes

Problem: API Authentication or Permission Failure

Solutions:

1. Read the HTTP status together with success and error in the JSON response
2. Send a valid session token in SessionID or Authorization: Bearer
3. Check the account role and complete MFA when enabled
4. If the session is no longer valid, sign in again using the authentication guide
5. Verify the server address, HTTP method and route in the API reference

Problem: API Requests Are Slow or Temporarily Unavailable

Solutions:

1. Reduce request frequency and concurrent requests
2. Retry transient read failures with a delay. For commands or changes, verify whether the first request took effect before repeating it; resolve authentication and validation errors first.
3. Use a suitable page_limit and the filters supported by the endpoint
4. Avoid repeating requests for unchanged data when the application can reuse it
5. Share the request time, route and sanitized error with support if the problem persists

Problem: An Integration Is Missing Events

Solutions:

1. Use POST /v1/event/list to retrieve the event history
2. Check that the session account has can_view_events permission
3. Review JSON filters and inspect success and error in the response
4. Use next_cursor to retrieve older batches with the same filters
5. Start again with cursor_id:0 for recent activity and deduplicate records by id
6. Review the API event-integration guide for the available workflow

Problem: Slow Dashboard Loading

Solutions:

• Compare a fresh browser session before clearing stored site data, which may sign you out.
• Reduce date range filter to show less data
• Close unused live video views and compare loading time while keeping the other conditions unchanged.
• Record the browser and version; compare the same task with a browser supported by the deployed application.
• Check internet connection speed

Problem: High Bandwidth Usage

Solutions:

• Measure which streams or transfers consume bandwidth before reducing video quality.
• Limit number of simultaneous video streams
• Use a codec supported by the camera, recorder and viewing clients; verify playback before changing the recording profile.
• Review the approved recording architecture and retention needs with the installer before changing storage location.
• Schedule large data transfers during off-hours

Check ICMP reachability if allowed; this does not verify the application service

ping [device-ip]

Trace the network path (Windows command)

tracert [device-ip]

Test the documented TCP port (Windows PowerShell; replace placeholders)

Test-NetConnection -ComputerName [device-ip] -Port [documented-port]

Resolve the actual deployment hostname, not a wildcard

nslookup [deployment-hostname]