When EntraPass is not showing expected door events, first determine whether the events are missing, delayed, filtered, or visible only at another workstation. The distinction helps separate display and operator issues from communications or controller problems.
01
Verify the symptom
Record one expected event with its door, time, credential or action, and workstation. Check whether other event types appear and whether another authorized operator sees the same result.
Confirm the active desktop, message filter, event view, and operator permissions before assuming that the controller failed to send data.
02
Compare affected devices
Determine whether one door, every door on one controller, one site, or all sites are affected. This scope can point toward a reader or input, one controller, a communications gateway, the network path, or EntraPass host services.
- One event type or every event
- One door or one controller
- One site or all sites
- One workstation or every operator
- Immediate loss or intermittent delay
03
Review communications and services
Confirm the controller connection state and relevant EntraPass services. Ask IT about recent network, firewall, server, endpoint-security, or time-synchronization changes. Avoid changing several settings together; preserve the original configuration and test one evidence-based step at a time.
04
Prepare for remote diagnosis
Have an authorized EntraPass operator, an IT contact, and an onsite person available. Provide the system edition and version, controller model, communications method, exact event examples, and recent changes so the remote technician can trace the event path efficiently.
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