This guide explains what to do when you experience a problem with your access hardware.
First check: all members or just one?
If only one member can't get in, the problem usually isn't the hardware but the member: no valid membership, no access, or an unlinked membership card. See 'How do you link a membership card to a customer file?' and 'How do I check in a member?'. If several or all members are affected, follow the steps below.
1. Access doesn't work after a power or internet outage
Check-in and the control of doors and gates run over the internet. After a power or internet interruption, access does not always restore itself automatically.
- First check whether the club's internet is working again; restart the modem/router if needed.
- If access still doesn't work, restart the module (see 'Restarting the module').
2. The check-in screen doesn't respond
The check-in screen runs either on the module or in a browser on the PC.
- In a browser on the PC: refresh the page (F5) or restart the browser, and check the PC's internet connection.
- On the module: after an internet interruption the screen normally refreshes itself automatically once the connection is restored. If it doesn't, restart the module (see 'Restarting the module').
The gate often keeps working while only the screen is frozen.
3. Check-in with QR doesn't work, but badge does (or vice versa)
If the scanner only responds to QR codes or only to badges, one of the two read functions is temporarily inactive. Restarting the module reactivates both functions: the scanner loses power and boots up again. See 'Restarting the module'.
Restarting the module
Many access problems are solved by restarting the module. The module is the device that controls the scanner, the check-in screen and the door/gate control.
- Briefly disconnect the module's power and reconnect it; it will then restart.
- Check that the power was actually cut: when you disconnect the power, the lights on the scanner must go out. If they stay on, there is still power and the restart hasn't (fully) happened — check that you disconnected the correct power cable.
If it concerns a specific device, go to the right section:
4. Problems with a magnetic door lock
For problems with a magnetic door lock, please refer to the article 'Troubleshooting magnetic door lock'. Here you will find clear steps for checking and repairing malfunctions.
5. Problems with the sliding doors
For problems with sliding doors, please refer to the article 'Troubleshooting sliding doors'.
This article covers both mechanical and electronic malfunctions.
6. Problems with the turnstile
For problems with a turnstile, please refer to the article 'Troubleshooting turnstile'.
Here you can read how to recognize common problems and solve them step by step.
7. Problems with TANKK
For problems with TANKK, please refer to the article 'Troubleshooting TANKK'.
This article provides instructions for detecting and resolving malfunctions in TANKK.
Still stuck?
Contact support. Mention the club name, which device or screen isn't working and since when. If necessary, support can take over the check-in device remotely. See 'How can I contact Club Planner support?'.