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. Verify power supply is connected and LED is on
3. Test network connectivity: ping [device-ip]
4. Check firewall rules allow ports 443 and 8883
5. Verify DNS can resolve *.lexoh.com domains
6. Reboot device (power cycle 30 seconds)
7. Factory reset if persistent (hold reset button 10 seconds)

Problem: Device Connects Then Disconnects

Possible Causes:

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

Solutions:

1. Assign static IP address to avoid DHCP changes
2. Check for IP conflicts with other devices on network
3. Update device firmware to latest version
4. Increase DHCP lease time on router
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. Test with a different card to rule out reader issues
6. Clean the card and reader with isopropyl alcohol
7. Re-register the card if damaged or demagnetized

Problem: Door Won't Unlock

Solutions:

1. Check door lock has power (LED indicator)
2. Test manual unlock from Access Control page
3. Verify strike/maglock relay is working (listen for click)
4. Check wiring connections to lock mechanism
5. Adjust unlock duration (may need more time)
6. Verify access controller output is activated
7. Replace strike/maglock if mechanical failure

Problem: Door Stays Unlocked

Solutions:

1. Check if door is set to \"Always Unlocked\" mode
2. Review access events for repeated unlock commands
3. Verify relay is not stuck in closed position
4. Check for door sensor malfunction (door status unknown)
5. Disable and re-enable the access controller

Problem: No Video Feed

Solutions:

1. Verify camera has power and status LED is on
2. Check network cable connection (both ends)
3. Test camera access from web browser: http://[camera-ip]
4. Verify RTSP stream URL is correct
5. Check camera credentials (username/password)
6. Ensure camera firmware is up to date
7. Reboot camera (power cycle or via web interface)

Problem: Poor Video Quality

Solutions:

1. Clean camera lens with microfiber cloth
2. Adjust camera focus and zoom settings
3. Increase bitrate in camera stream settings
4. Change resolution to higher setting (720p → 1080p)
5. Verify adequate lighting in camera field of view
6. Check network bandwidth is sufficient for stream
7. Disable WDR/HDR if causing artifacts

Problem: Recording Not Working

Solutions:

1. Verify recording is enabled in camera configuration
2. Check storage location has available space
3. Verify recording schedule is configured correctly
4. Test recording trigger (motion detection, continuous)
5. Check NVR/storage server is online
6. Review camera logs for recording errors

Problem: Barrier Won't Open

Solutions:

1. Check barrier has power (LED indicator lit)
2. Test manual open button on barrier controller
3. Verify safety sensors are not obstructed
4. Check for obstacle detection preventing opening
5. Inspect barrier arm for physical obstruction or damage
6. Review barrier event logs for error codes
7. Reset barrier controller (power cycle)

Problem: Payment Not Processing

Solutions:

1. Verify payment terminal is online in dashboard
2. Check terminal has network connectivity
3. Test card reader with different payment cards
4. Verify payment processor configuration is correct
5. Check for payment gateway API key expiration
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 failures with a delay; 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:

• Clear browser cache and cookies
• Reduce date range filter to show less data
• Disable unused dashboard widgets
• Use modern browser (Chrome, Firefox, Edge)
• Check internet connection speed

Problem: High Bandwidth Usage

Solutions:

• Reduce camera stream bitrate and resolution
• Limit number of simultaneous video streams
• Enable H.265 compression on cameras
• Use local recording instead of cloud
• Schedule large data transfers during off-hours

Test connectivity to the device addressping [device-ip]

Trace the network path to the devicetracert [device-ip]

Confirm the required ports are reachabletelnet [device-ip] 443

Test DNS resolution for required domainsnslookup api.lexoh.com