KT-400 Controller Offline: Remote Support Preparation

01

Confirm what offline means

Record the exact EntraPass message and the time it began. Determine whether the KT-400 is continuously offline, repeatedly reconnecting, or only missing selected events. Compare other controllers on the same site and communications path.

If doors continue following stored schedules, note that behavior. It helps distinguish local controller operation from host communications.

02

Collect onsite observations

Have an authorized onsite person confirm power, visible status indicators, network or communications connections, and whether any construction, electrical, switch, router, firewall, or cabling work occurred before the problem.

• Controller power and indicators
• Network link or communications-device state
• Connected door behavior
• Recent power or infrastructure work
• Other controllers affected

03

Collect network and host facts

Ask IT to confirm the expected addressing, switch port, VLAN, routing, and firewall path without changing them blindly. On the EntraPass side, confirm relevant services, the configured communication method, and whether the condition affects all operator workstations.

04

Avoid destructive resets

Do not factory-reset the KT-400 or remove established programming before the current state is documented and a qualified plan is approved. A reset can erase evidence, increase downtime, and add a second configuration problem.