Resources / After-sales Support
Let’s work through it.
Help us understand your device, setup and the issue you are seeing.
What to include.
Include your overseas product model, firmware version, connection method and steps to reproduce the issue. Do not share passwords or personal biometric data.
Warranty coverage, repair arrangements and return authorization depend on the product and order. Please contact us before returning equipment.
A few things worth knowing.
What should I include in a technical support request?
Include the overseas product model, firmware or software version, connection method and a short sequence that reproduces the issue. Screenshots, indicator behavior and relevant logs help; do not send passwords, access credentials or personal biometric data.
What should we check if a device repeatedly restarts?
Compare the power supply voltage, current capacity and wiring with the specification for the selected configuration. If the problem continues, record whether it happens at startup or during a particular action and send the model, firmware and observations to technical support.
Does registering a person automatically grant access?
Not necessarily. Identity enrollment and access permission are separate steps in many systems. Confirm that the person, credential, target device, schedule and permission group have been linked and that the authorization was delivered successfully.
Is a network connection the same as a connection to the management platform?
No. A device can have local network access without maintaining its platform or messaging connection. Check the physical network, IP settings and service connection separately, using the indicators or logs available for the selected system.
What should we check when a controller receives no reader data?
Compare the RS485 wiring, polarity, grounding and communication settings with the instructions for both devices. Then confirm the reader output mode and controller input configuration; a correct cable cannot compensate for mismatched communication settings.
Why might a successful credential check not open the door?
Identity verification, access permission and the physical control output are separate parts of the workflow. Have a qualified installer check the operating mode, permission result, relay timing, controller output and lock wiring against the installation instructions.
What should we check if a device appears online but commands fail?
Confirm the overseas model and device identifier registered in the platform, including letter case and similar-looking characters. Then check connection stability, the expected firmware and whether the command is intended for that operating mode.
Why might an unregistered card or code still activate the door?
The controller may be in a commissioning or test mode that bypasses the normal permission decision. Stop the test, verify the configured operating mode against the manual and repeat the check with a known authorized and unauthorized credential before putting the door into service.