Troubleshoot Falcon XT Systems

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Perform the following checks:

  1. Verify LogixServer is online.
  2. Verify the AI DeviceAccess Interface Device. A general name referring to all PTI Keypads, Multiplexers, Relay Boards, and Wiegand Protocol Devices. In previous PTI systems these were occasionally referred to as remotes or remote devices. is online and is configured to trip the relay that is controlling the gate in Setups > AI DeviceAccess Interface Device. A general name referring to all PTI Keypads, Multiplexers, Relay Boards, and Wiegand Protocol Devices. In previous PTI systems these were occasionally referred to as remotes or remote devices. Properties.
  3. Verify the activate time under Setups > Relays in the Advanced Setup in step 2 of 5.
  4. Verify the relay is enabled under Setups > Relays in the Advanced Setup step 3 of 5.
  5. Use QuickViewerA version of the EventViewer which allows the site to view only the most recent 100 events. This does not allow the interface to the VideoViewer. and select all events – unfiltered. Verify it shows Relay Activated after you enter a code.
  6. At this point, the problem is likely either one of three things:
    • A problem in the wire leading from the relay to the gate / door in question. The wire integrity would need to be checked.
    • A problem with the gate operator / door lock.
    • If a door strike, possibly a bad or disconnected power supply for the strike (not the same source as keypad power).


APEX and VP Series KeypadsCurrent series of standard access keypad devices with basic and general functionality. are equipped with a built-in optical tamper sensor. If the unit is removed from its housing or if the housing is opened, the system will report a tamper alarm. The tamper sensor is an optical lens. When the housing is placed over the keypad, there is a piece of metal that covers the lens sending it a reflection. Sometimes dirt, dust, or cob webs inside the keypad housing can cover the lens preventing it from receiving this reflection. You can try removing the keypad from it's enclosure and cleaning the lens of the optical sensor.

  • The tamper sensor looks like a little black triangle-shaped component at the very top of the circuit board.
  • On the Apex, the sensor is on the inner side of the circuit board at the top.
  • On VPs, the sensor is on the front of the board at the top.
  • If cleaning the tamper sensor doesn’t alleviate the problem, you can disable the tamper alarm for the keypad by accessing the keypad's Setup MenuA list of commands or options that the user can choose from..
  1. On the keypad with the tamper problem, press * 0 # all at the same time.
  2. You will be prompted to enter a setup password. Enter 8898 then press #.[1]
  3. Continue to press # until the display shows Tamper AlarmAn alarm switch on AI Devices that prevents the device from being opened. If it is opened, then an alarm will sound in the system. or Tamper Sensor.
  4. Press * and you will see enabled change to disabled.
  5. Continue to press # until you are back at the date & time to save the changes.

Notes

  1. If the 8898 code does not work, the password has been changed. You can disconnect power from the keypad device and then hold the program button while reconnecting power. This will bypass the password prompt and enter the setup mode directly. When using this method, you will also be prompted to Restore Factory Defaults. If you select Yes, all of the factory default settings will be restored, including the site name and password.


If the keypad says “Please Wait” or “We’re sorry this device is out of Service” when entering a code, and then returns to the date and time screen without allowing entry to the property, the keypad has lost communication with the controller. A CommunicationElectronic data flowing between devices. See also RS232, RS422, RS485, and USB. Off or Data Comm Off event will appear in the EventViewerOne of the two options for viewing the Event Log. This option allows you to see any number of events in historic order of occurrence and may be used in conjunction with the VideoViewer to see video of the event. or the QuickViewerA version of the EventViewer which allows the site to view only the most recent 100 events. This does not allow the interface to the VideoViewer. in StorLogix to indicate the device has lost communication with the controller.

Use the following troubleshooting steps to fix the problem (Note: These instructions assume that the facility is wired per the specifications for PTI RS485 Wiring):

  1. Verify that the baud rate is set correctly.
  2. Make sure the remote unit address is set correctly and is not duplicated in another remote unit elsewhere on-site.
  3. Verify that the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site. is set up in StorLogix. (From the main screen, select 17. Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site..)
  4. Verify that all wiring is firmly connected in the keypad and there are no breaks in the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. line back to the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site..
  5. Unplug the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. terminal block on the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site.. Hold the white reset button down for 10 seconds and release. Then re-apply the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. terminal block to the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site., and check to see whether the keypads are communicating.
  6. If there is another keypad on-site that is communicating properly, swap the keypad that is not communicating with the one that is and see if the issue follows the keypad or stays with the location. Make sure the wiring is the same on the device you swap.
    • If the problem follows the keypad, the keypad should be replaced.
    • If the issue is specific to the location, check the power to ensure that the remote is receiving enough voltage (between 12 V – 18 V AC/DC).
  7. If there is not another remote to swap or if the issue is specific to the location and is not power-related, remove the keypad from its location and bring it to the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site..
  8. Locate the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. Terminal block and cut off the current line of communication.
  9. Wire the keypad directly to the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. terminal block leaving only a foot or so of wiring between the controller and the keypad.
    • If the keypad begins to communicate, this verifies that the issue is related to the wiring going from the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. block to the keypads in the field. You will have to resolve the wiring issue.
    • If the keypad does not communicate try connecting a different keypad. If these devices also do not communicate, the controller is the issue and it will need to be replaced.
    • If some devices communicate when wired directly to the 485 block and some don’t, the ones that do not communicate will need to be replaced.


If the SiteGraphics is not updating colors for the units, check the following:

  1. Verify that Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. is Enabled in StorLogix (Go to Main Setup > 17. Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site. Setup).
  2. Ensure that LogixServer is online.
  3. Click Send All to Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site..
  4. In the Tools menu, click UpdateA change, improvement, or fix for the system that must be downloaded. This will change the version. Graphics.
  5. Verify the Com PortCommunications port on a computer that allows connection of RS232 or USB communication devices. settings in Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site..
    • On the Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. computer, at the Main menu, select Config.
    • Click on the Advanced tab.
    • The default password is 8898. Verify that the Falcon PortAn interface point on a computer that allows communication with a peripheral device. Most commonly, this will be an RS232, USB, or Serial communications port. Other port examples include TCP/IP, PS2, Parallel, and RS422. is set to a valid Com PortCommunications port on a computer that allows connection of RS232 or USB communication devices..[1]
  6. Unplug the Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. adapter and restart Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site..
  7. Plug in the adapter.
  8. When Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. re-opens, go into StorLogix and select Tools > UpdateA change, improvement, or fix for the system that must be downloaded. This will change the version. Graphics.
  9. If Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. doesn’t update after being reset, verify that the site does not have any devices addressed on #22 (#22 is reserved for Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site.).
  10. If the addressing is correct, the issue is likely in the hardware. If the site is new, the customer will need to verify the wiring from the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. port to the Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. adapter.
    SiteGraphics Converter.png

  11. If the wiring is correct and the site is using an on-board serial port or PCI serial card, recommend using a USBA data port connection type that supports higher speed data transfer than RS232.-serial adapter (we sell Belkin F5u109 for SG). If the site is already using a Belkin F5u109 USB adapter, after checking the wiring, the Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. adapter likely needs to be replaced. If the Site GraphicsPTI Program that can be interfaced to StorLogix that provides a visual output of site events on a graphic representation of the site. adapter is brand new, contact PTI Technical Support.

Notes

  1. You will need to open Device ManagerProgram within Microsoft Windows which lists all of the hardware devices installed on the computer and allows the user to change the properties of any of these devices. Specifically used in conjunction with StorLogix software to set the baud rate for the communications ports. on the SiteGraphics machine (Not the machine running StorLogix) to check COM port status. This is located in Windows Control Panel.