Kantech Card Not Unlocking a Door: Troubleshooting Checklist

01

Determine the scope

Test whether the issue affects one credential, several people, one reader, one door, or multiple doors. Note the time, door name, cardholder, and what the reader and lock did.

A single user problem points in a different direction than every credential failing at one opening. A site-wide problem may involve communications, server services, or a larger system change.

• Does another known-valid card work at the same door?
• Does the same card work at another authorized door?
• Is the problem limited to one schedule or time period?
• Did the reader acknowledge the card?
• Did EntraPass record an event?

02

Read the EntraPass event

Find the event associated with the attempt and record its exact message. An access-denied event, unknown card, expired credential, invalid schedule, reader silence, and a granted event without an unlock each suggest different next checks.

Do not change multiple access levels or schedules at once. One controlled change at a time makes the result easier to interpret and reverse.

03

Separate programming from hardware

If EntraPass records a valid access grant but the opening does not unlock, an onsite technician may need to inspect relay operation, power, wiring, lock hardware, request-to-exit devices, or door conditions. If no event reaches EntraPass, focus on the reader, controller, and communications path.

04

Gather facts for remote support

Have the door name, controller model, credential number or authorized cardholder reference, event text, access level, schedule, and recent changes ready. Protect personal credential information and share only what the authorized support session requires.