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).


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:

  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.