MK II BB Troubleshooting - Hardware Issues

Issue	Reason	Action
Keypad not responding (intercom)	Hardware issue	Phone Installer
Keypad not responding (external/taptap)	If blue back light does not come on when key is pressed	Phone Installer
	If the key does not beep when pressed	Phone Installer
	If the blue back flight flashes there may be a resistor or power issue	Phone Installer
	A red light flashes on entering a code	Invalid code entered
	If a green light flashes, on entering the code, and the gate does not open	Phone Installer
LCD screen blank	Check power supply	If power is not available due to Power failure, the battery may have run flat. If power is restored and the screen is still blank, Phone Installer
Tap request of codes and no response from intercom	Check that Tap Tap Feature enabled on portal	Phone Installer to enable the feature
	Check requesting cell phone number is listed in the database	Request manager or managing agent to add number to the database
	Own number sending blocked	Ensure that your own number is not blocked from sending on your phone or device
	Check intercom number is incorrect	Get the intercom to call you, to confirm the intercom number
	Is requesting phone an iPhone and request sent as iMessage	Deregister intercom number from Apple iMessage service: /wiki/spaces/CRMCS/pages/404291585
System frozen	Keypad unresponsive and LCD display working	Phone Installer
System not updated	Signal issue	Check signal strength and ensure signal is above 20 *#0002
	SIM Card account insufficient funds	Top up funds or rectify account balance
	Account Suspended	Please Call Comb Support Tel: +27 (11) 089 5800
	Cell network down	Wait for network to come back on line
	Invalid configuration on system	Check portal dashboard for pending updates. If system has outstanding updates contact call centre for assistance
	PC board not linked	Please Call Comb Support Tel: +27 (11) 089 5800
No audio	Hardware issue	Phone Installer
Poor Audio Quality	Check volume controls on web portal	If all settings are ok, contact installers
Buzzing through the system	Antenna possibly too close to system	Contact Installer
System not calling	SIM Card account insufficient funds	Top up funds or rectify account balance
	Signal issue	Check signal strength and ensure signal is above 20 *#0002
	Cell network down	Wait for network to come back on line
Permanent codes not working	Invalid PIN	Check on portal for correct PIN
	Invalid PIN	Check input sequence
	Keypad not working	Phone installer
Temperary code not working	TAP has expired	Issue new TAP
	TAP entered out of time grid sequence	Check Time Grid and update if neccesary
	Input Sequence Incorrect	Invalid code entered or incorrect sequence used
No audio from gate	Hardware issue	Phone Installer
Intercom dialing itself	Hardware issue	Phone Installer
Gate not opening	Incorrect Code entered	Check Code
	Remote not authorised	Check remote on system
	Remote battery flat	Check remote battery
	Gate motor Broken	Phone installer
	Incorrect Configuration	Check Web Configoration and trigger defaults
	No Power	Wait for power to be reconnected
Remotes not working	Remote battery flat	Check remote battery
	Remote not authorised	Check remote on system
Intercom dead	No Power	Wait for power to be reconnected
	Hardware issue	Phone installer
Firmware not updating	Firmware issue	Please Call Comb Support Tel: +27 (11) 089 5800
Remote loader not working (nova - Windows)	USB Port mapping not working	Try another USB port or ensure you have chosen the correct port
	Check Windows version	If you are running windows greater that Windows 7, contact Comb Support for Driver software and install to run in Windows 7 compatability mode
	Hardware issue	Please Call Comb Support Tel: +27 (11) 089 5800
Remote loader not working (nova - mac)
Remote loader not working (BT Loader)	USB Port mapping not working	Try another USB port or ensure you have chosen the correct port
	Hardware issue	Please Call Comb Support Tel: +27 (11) 089 5800
	Check Battery Strength	A flashing green light indicates a suitable battery strength, flashing green light or no light indicates insufficient power. Plug loader in to power up.

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