1 SAFR SCAN Troubleshooting Guide

1.1 Introduction

This document describes the common symptoms that may occur with SAFR SCAN and the process investigating and resolving those issues.

1.2 Troubleshooting Checklist

Table below summarizes the symptoms that SCAN may exhibit due to various defects. Each item is covered in detail below the table. Please review fully the items most applicable to your symptoms.

Category	Symptom	Description
Power	Device does not power on	Device does not power on via PoE and/or DC power input.
Network	Web console unreachable	Networking issue - Unable to reach the device web console.
Web Console	Error logging into device	Errors when attempting to log into the device.
Web Console	Errors in Web Console	Errors preventing operation of the device through web console.
Outputs	Weigand Signal Issue	Issues with the Wiegand signal to the panel
Outputs	OSDP Signal issue	Issues with the OSDP signal to the panel
Outputs	Door Relay Error	Unable to trigger door relay.
Inputs	Internal Card Reader Error	Internal card reader is defective
Inputs	External Card Reader Error	Unable to receive signal from external card reader
Display	Display Error	Black screen or other defect in the screen
Display	Touch Screen not working	Either keypad or intercom call button is unresponsive to touch
Display	LED Ring not working	LED Ring does not function as designed
Functional	No face matching	No face matched
Functional	Face matching but no access	Face matches but no Access Granted
Components	BLE unresponsive	Unable to connect to the device via BLE
Components	Speaker not working	No audio
Components	Microphone not working	No sound from device during intercom session.
Components	White lights not working	White lights are not enabling by design.
Damage	Physical Damage	Device has physical damage such as chips, cracks or water damage.

1.2.1 Device does not power on

Device does not appear to be powering on.

• Check for following which indicates device is getting power and problem may be elsewhere
  • Ethernet port for a solid green and orange flashing light.
  • Auxiliary port for green flashing light.
• Monitor device screen just after applying power. Wait 30 seconds and watch for IP Address displayed on device screen. If so, problem may exist elsewhere.
• Check if the display is disabled in software settings.
• Ensure source has sufficient power (12 watts for SAFR SCAN and 9 watts for mullion reader).
• Ensure the same at the SCAN device (i.e. no wire shorts or power attenuation).
• Verify that power source is not defective by using a voltage meter or some other means.
• Try both options to power device (POE or DC input on T2 PIN 7 and 8).

1.2.2 Web console unreachable

The device appears to power on and function but is unreachable from the network

• Check the IP Address of the device as it powers on and verify you are connecting to the correct address.
• Ensure you have access to the IP address that SAFR SCAN is assigned.
  • If unsure, put SAFR SCAN and your device on a POE switch and set the IP Address of the PC to the same IP Address subnet that appears on SAFR SCAN display during boot time.
    • E.g. if SAFR SCAN reports 169.254.2.5, then set your PC to 169.254.2.6 and attempt to connect to SAFR SCAN
• Use the ping command to attempt to verify if SAFR SCAN is reachable.
• Verify that other servers or devices on the same subnet are reachable.
• Validate device network settings.
• Try to use the SAFR Finder App (available http://safr.realc.om/downloads) to locate the device.
  • SAFR Finder must be on the same subnet as SAFR SCAN.
• Connect the device directly to a switch with just the laptop and device. Observe IP Address of device on the screen as it boots and set the laptop to the same IP Address range. Attempt to connect to that IP Address.
• Perform a factory reset on the device (See http://docs.real.com)
  • After factory reset, device will default to DHCP and if unavailable will default IP Address to 10.10.10.10 or 169.254.x.x. Observe IP Address at boot time.

1.2.3 Error logging into device

This condition would be characterized by receiving an error (other than username or password invalid errors) upon attempting to log in and device unsuccessfully logging in.

• Verify your credentials. Ensure you are interpreting the error carefully.
• Ensure that there is not too much traffic on the network. If needed bring device to a lab environment and attempt to log in.
• Attempt to perform a hardware factory reset (see http://docs.real.com) and set new system password after reset. Try this a couple of times if it does not work the first time.
• If still unable to sign in, contact SAFR Support.

1.2.4 Errors in Web Console

This condition is characterized by being able to sign into the device but receiving various unexpected error when navigating to different pages of the user interface.

• Attempt to access the Reset page and perform a reboot
• Attempt to physically reboot the device by disconnecting power (you may be able to get your network administration to reset power from the switch)
• Perform a factory reset from the web console Reset page
• If all above fails, attempt a hardware factory reset (See http://docs.real.com)
• If still receiving errors, contact SAFR Support.

1.2.5 OSDP Signal Issue

This section covers issues specific to OSDP. Card Format issues are not covered here. Refer to Card Format Issues below if this section does not provide insight into the problem.

• Ensure OSDP input or OSDP output is enabled in SAFR Operations Settings.
• Ensure ground wire has been connected in addition to the 2 OSDP wires (See SAFR Wiring diagram).
• Ensure Access Granted is being generated (or Door Relay will not activate)
  • If using Feedback from Panel, ensure scan is correctly interpreting result and granting access
• Check card format is correct (See below). If card format is invalid, no data will be sent over OSDP.
• Check to see if external reader is sending data
• Check to see if panel is receiving any data. Many panels have debug options that can show you the data that is read off the wire even when it does match expected structure.
• If possible, measure the voltage between the OSDP A and B wires and ensure a voltage differential of about 5 volts. Note that you will not be able to see variation when transmitting data because the changes in voltage are so fast that standard multimeters would never detect it. Only an oscilloscope could give you any meaningful insight into if communications was occurring.

1.2.6 Weigand Signal Issue

The same issues exist for Wiegand as for OSDP. Refer to the OSDP Signal Issue section above.

For Wiegand, you can also check that 5V exists between ground and the green wire.

If you have one, try hooking up a Wiegand Tester (e.g. Sure-Fi or similar) to your external card reader or the SAFR’s Wiegand out wires and verify if 1) a signal is generated and 2) if card number is valid.

1.2.7 Door Relay Error

Section covers conditions in which the door relay appears not to be triggering.

• Ensure Door Relay is enabled in the operations settings.
• Ensure Access Granted is being generated (or Door Relay will not activate)
  • If using Feedback from Panel, ensure scan is correctly interpreting result and granting access
• Ensure the correct relay has been configured (Normally Open or the Normally Closed circuit).
• Ensure you are supplying power to the circuit. SAFR does not supply power to the relay circuit; you are expected to provide an external power source in-line with the circuit.
• Independently test the external door strike or maglock to ensure its functioning properly.
• In a quiet environment, listen for a click to indicate the circuit is being closed or opened by SAFR SCAN. If no click, check access granted is being triggered.

1.2.8 Internal Card Reader Issue

Try these steps if reading an access card is unsuccessful.

• Ensure Access mode set to a mode including card and that all factors are met.
• Check Card Format is correct (See Card Format issue below).
• Check if card tech (Prox, iClass, SEOS, MiFare, etc) is supported and configured.

1.2.9 External Card Reader Issue

• Ensure Access mode set to a mode including card and that all factors are met.
• Check Card Format is correct (See Card Format issue below).
• Review OSDP or Wiegand Signal Issue above.

1.2.10 Card Format Issue

Card format error may impact cases when reading credentials from an external or internal card reader and cases when transmitting credentials over OSDP or Wiegand. The root cause is not always obvious. When in doubt, review troubleshooting for hardware issues under OSDP, Wiegand and Internal and External Card Reader Errors above.

If card format is invalid on a card read, no beep will be heard, and no event is generated. If card format is invalid on authentication modes that does not include card read, no data is sent over the Wiegand or OSDP wires. Lack of sound from the internal card reader does not always mean the card is not being read.

Checks:

• Check events to make sure you are not receiving a card.
• Listen for a beep when tapping a card. Lack of a beep may mean card format is invalid.
• Check that the correct card format has been applied to the reader in operations settings.
• Ensure you are not setting card format on the person record (once card format is validated you can proceed to configure per person card formats, but its best to start with setting card format on the reader).
• Try setting the Card Format to RAW and tap the card. Listen for beep and check events to see if card was read.
  • If card read, check if event includes the card number (for RAW, entire value is stored in access card id and no value in facility code).
• Ensure you are including a facility code in the person record if specifying a card format.
• Review debug logging by doing the following:
  • Open SAFR SCAN Web Console and log in
  • In the location bar of the browser, append “&debug=1” to the end of the URL and press enter
  • Open “Logs” tab at top of screen and review the “SAFR Feed” page.
  • Look for messages including “accessCredential” for hints as to what may be wrong.
  • Lack of any messages suggests card tech may be invalid or SCAN internal card reader not functioning.

If all else fails, contact SAFR Support.

1.2.11 Display Error

Device appears to be functioning, but display does not activate.

• Check Display under Operations settings to ensure the display has not been disabled through various settings or combinations of settings (Display mode, Display background when active, Display image when inactive, Display Text and LED colors).
• Power device and verify if IP Address is displayed during power up (in future display of IP Address may be optionally disabled for security reasons).
• Perform a factory reset either via Web Console Reset page or hardware reset button.
• If still no display, contact SAFR Support.

1.2.12 Touch Screen not working

Touch screen is only intended to be responsive when displaying keypad or intercom call button. When intercom call button is displayed, button is only responsive to touch when in active state (phone icon without a strike through it).

• In cold environments, ensure device has been on and operating for at least 10 minutes.
• In cold environment, set display to always active with light colored display image. TFT display used does not have burn in characteristics.
• If still no touch screen, contact SAFR Support.

1.2.13 LED Ring not working

LED Ring is intended to provide feedback at specific times as defined on the Operation Settings Display page.

• LED will only activate when Access Granted/Denied or other specific events are triggered. See Display settings page under Operations Settings for list of possible conditions.
• Review settings on Operation Settings > Display to ensure LED is not disabled.
• Increase brightness on LED display under Operation Settings > Display in bright environments.
• If still no LED lights, contact SAFR Support.

1.2.14 No recognition

No face is matched.

• Ensure face is present in person database.
• Ensure person face image in person database is good quality. Check following:
  • Face image resembles current appearance (i.e. no 10 year old photos or modified photos).
  • Pose is looking direct at camera or close to it.
  • Face image is at least 150 pixels wide.
  • Face image is free of deep shadows.

1.2.15 Recognition but no access

Face matches but no Access Granted.

• Ensure Access Clearance is not set to “None”.
• Verify that Access Clearance assigned to user is not restricting access by schedule or other means.
• Check event icon to see if face passed Anti-spoofing (liveness) checks.
  
  If orange, fake detected and access will not granted.
• Check if problem is related to spoofing protection:
  • Go to Operation Settings > Access Control, set “Spoofing protection level” to “None”.
  • Ensure Spoofing detection set to “Standard”.
  • If access granted, this suggests problem is spoofing protection.
• Check if strong backlight is causing spoofing detection false positive:
  • Go to Operation Settings > Camera
  • Setting “Backlight compensation” to different values.
• Check quality of face image enrolled in database.
  • If low quality, update and retry.
• Check if structured light projector is working:
  • Go to Live tab in Web Console.
  • Change dropdown to “Structured Light”.
  • Observe image with face within 4 feet of camera. It should resemble image below. If no dots or weak pattern of dots appear, there may be a problem with the structured light project. Check with SAFR Support.
    
    NOTE: Ensure that “Spoofing protection” is enabled. If not enabled, structured light emitter will not be turned on.
• Check calibration as follows:
  • Go to Live tab in Web Console.
  • Change dropdown to “Face 3D”.
  • Observe image with face between 1-3 feed in front of reader. It should resemble “Correct” image below. If not, device is likely out of calibration. Check with SAFR Support.
    
• If “Correct” image is not present, attempt to calibrate SAFR SCAN structured light sensor as described in Calibrating Structured Light Sensor document on http://docs.real.com

1.2.16 BLE unresponsive

BLE is used to connect to SAFR SCAN from mobile devices for purposes of Mobile Credential authentication and for remove management with Bluetooth-enabled iOS or Android phones.

• If BLE appears to be on but unable to connect, confirm that “Access to SAFR SCAN over Bluetooth” is enabled in SAFR SCAN “Processor System Settings”.
• Ensure that your device you are trying to connect from has bluetooth enabled
• Ensure SAFR Apps are giving proper permission to use Location and Bluetooth (See SAFR Mobile Credentials document on http://docs.real.com)
• Ensure that SAFR SCAN Bluetooth is not disabled.
  • SCAN BLE is always enabled if not connected to server)
• Use “SCAN devices nearby” in SAFR Mobile App to confirm if SCAN device BLE is enabled. Download the app from:
  • “SAFR Recognition” in iOS App Store
  • “SAFR Recognition” in Android Play Store
• If still unable to connect to SAFR SCAN via Bluetooth, contact SAFR Support.

1.2.17 Speaker not working

The speaker is used to provide feedback at specific times as defined on the Operation Settings Display page and during intercom call sessions.

• Speaker will only activate when Access Granted/Denied or other specific events are triggered. See Sound settings page under Operations Settings for list of possible conditions.
• Review settings on Operation Settings > Sound to ensure speaker is not disabled or volume is lowered.
• Review settings on Operation Settings > Sound to ensure the action has a sound configured.
• If using custom sounds, validate the sound plays using the test buttons on SAFR SCAN Operation Settings
  • From SAFR Desktop, test that clicking the play button plays the sound on your local computer.
  • Disconnect SCAN from SAFR Server if applicable and test in SAFR SCAN Web Console
    • Click the play button to verify audio plays on the computer.
      
    • Click the Test button to verify audio plays on the device.
      
• If still no sound, contact SAFR Support.

1.2.18 Microphone not working

The microphone is used to allow person at SCAN device to speak with operator on a SIP or WebRTC client during intercom call sessions.

• Microphone will only activate when during intercom call sessions.
• Ensure that Intercom Voice Volume on the Intercom configuration page is sufficiently high.
• Sometimes poor network connectivity will prevent audio and video from playback. Ensure good network connectivity between SAFR SCAN and the operator.
  • For WebRTC, audio and video go directly between SCAN and Operator unless that network path is blocked in which case audio and video is routed through AWS.
  • For SIP, audio and video is always routed through the SIP server.
• If networking bandwidth is suspected, try disabling video for the intercom session.
• If still no sound, contact SAFR Support.

1.2.19 White lights not working

White lights are enabled if conditions are dark or there is a bright background resulting in very poor contrast on the face.

• Ensure that White light is enabled on the Camera page
• Put device in zero light environment and approach device. White lights should turn on.
• If still no light, contact SAFR Support.

1.3 What Next

We are continually updating our documentation and helpdesk articles. Following are some resources that you may find additional information in addressing your issues:

• SAFR Support Knowledge Base
• SAFR Documentation

If you are still having issues after reviewing above, please open a ticket with SAFR Support to assist in the investigation. See How to get Support for more options for accessing SAFR Support.

Questions or comments about the documentation? Email us at safr-doc-feedback@realnetworks.com .

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