Kantech Controller Offline: A First-Response Checklist

01

Start with scope

Determine whether one door, one controller, one site, or the full system is affected. Compare the time the problem began with power work, network maintenance, firewall changes, server restarts, or construction activity.

• Which controller model is involved?
• Is the controller powered and are status indicators normal?
• Do doors still follow stored schedules?
• Are other controllers at the same site online?
• Was an IP address, switch port, VLAN, router, or firewall recently changed?

02

Check the communications path

For IP-connected devices, have the network team confirm link state, addressing, routing, and whether the expected device appears on the correct switch port. For legacy communications paths, identify every gateway or converter between EntraPass and the controller.

Avoid factory resets or broad configuration changes before documenting the current state. A reset may remove information that would have helped identify the original fault.

03

Check the host side

Confirm that the EntraPass server and relevant services are running, and determine whether the condition affects all workstations or one operator. Capture the exact message and event time instead of relying on a general description such as ‘it stopped working.’

04

Prepare for remote diagnosis

Have an authorized computer available at the EntraPass server, someone onsite who can view the controller, and an IT contact who can confirm network facts. This lets a remote technician compare software, communications, and physical state in one session.