MK II BB Troubleshooting - Hardware Issues

IssueReasonAction
Keypad not responding (intercom)Hardware issuePhone Installer
Keypad not responding (external/taptap)If blue back light does not come on when key is pressedPhone Installer

If the key does not beep when pressedPhone Installer

If the blue back flight flashes there may be a resistor or power issuePhone Installer

A red light flashes on entering a codeInvalid code entered

If a green light flashes, on entering the code, and the gate does not openPhone Installer
LCD screen blankCheck power supplyIf 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 intercomCheck that Tap Tap Feature enabled on portalPhone 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 blockedEnsure that your own number is not blocked from sending on your phone or device

Check intercom number is incorrectGet the intercom to call you, to confirm the intercom number

Is requesting phone an iPhone and request sent as iMessageDeregister intercom number from Apple iMessage service: /wiki/spaces/CRMCS/pages/404291585
System frozenKeypad unresponsive and LCD display workingPhone Installer
System not updatedSignal issueCheck signal strength and ensure signal is above 20 *#0002

SIM Card account insufficient fundsTop up funds or rectify account balance

Account SuspendedPlease Call Comb Support Tel: +27 (11) 089 5800

Cell network downWait for network to come back on line

Invalid configuration on systemCheck portal dashboard for pending updates. If system has outstanding updates contact call centre for assistance

PC board not linkedPlease Call Comb Support Tel: +27 (11) 089 5800
No audioHardware issuePhone Installer
Poor Audio QualityCheck volume controls on web portalIf all settings are ok, contact installers
Buzzing through the systemAntenna possibly too close to systemContact Installer
System not callingSIM Card account insufficient fundsTop up funds or rectify account balance

Signal issueCheck signal strength and ensure signal is above 20 *#0002

Cell network downWait for network to come back on line
Permanent codes not workingInvalid PINCheck on portal for correct PIN

Invalid PINCheck input sequence

Keypad not workingPhone installer
Temperary code not workingTAP has expiredIssue new TAP

TAP entered out of time grid sequenceCheck Time Grid and update if neccesary

Input Sequence IncorrectInvalid code entered or incorrect sequence used
No audio from gateHardware issuePhone Installer
Intercom dialing itselfHardware issuePhone Installer
Gate not openingIncorrect Code enteredCheck Code

Remote not authorisedCheck remote on system

Remote battery flatCheck remote battery

Gate motor BrokenPhone installer

Incorrect ConfigurationCheck Web Configoration and trigger defaults

No PowerWait for power to be reconnected
Remotes not workingRemote battery flatCheck remote battery

Remote not authorisedCheck remote on system
Intercom deadNo PowerWait for power to be reconnected

Hardware issuePhone installer
Firmware not updatingFirmware issuePlease Call Comb Support Tel: +27 (11) 089 5800
Remote loader not working (nova - Windows)USB Port mapping not workingTry another USB port or ensure you have chosen the correct port

Check Windows versionIf you are running windows greater that Windows 7, contact Comb Support for Driver software and install to run in Windows 7 compatability mode

Hardware issuePlease Call Comb Support Tel: +27 (11) 089 5800
Remote loader not working (nova - mac)

Remote loader not working (BT Loader)USB Port mapping not workingTry another USB port or ensure you have chosen the correct port

Hardware issuePlease Call Comb Support Tel: +27 (11) 089 5800

Check Battery StrengthA 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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