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Troubleshooting Tips

Below are four of the most common issues that Paxton installers call into Support for help with. Take a look at our experts’ simple steps to help you resolve the problem yourself on site.

1. Avoiding Net2 software installation issues

Whether installing from fresh, doing a database move or upgrading an existing system, ensure you check your PC specifications against our compatibility statement prior to install, this can prevent a number of issues from arising.

It is always best to install the latest version of the Net2 software, which can be downloaded from the Extranet.

However, if you need an older version of the software just contact our Technical Support team who will be happy to send this out to you.

If you encounter an error during the install:

1. Make a note of the error code and contact our Support team

2. If there is a link to view the log files, you can email these to along with the version of Net2 and Windows OS and Support will contact you with a solution

2. When opening the Net2 software it is displaying a ‘cannot connect to server’ error

This issue is normally caused by the Net2 service stopping or failing to start, which can be a result of a corrupt installation or database.

1. Open the configuration utility and from the database tab and click restart services

2. Reboot the PC

3. Temporarily disable the antivirus and firewall

4. On the general tab in the Net2 software, tick the box marked manually detect com ports and make sure no ports are selected, then click apply

5. Try a blank database (ensure you have a safe copy/doors disconnected first!) - if this connects as normal you can restore an older backup

6. If the blank database fails you will need to reinstall the software

If the above steps fail to clear the issue or you are unable to open the configuration utility, contact our Support team.

Note: Previous updates to Windows AV (Windows Security Essentials, Windows Defender, etc.) have caused this error on v4.28. This software is now over 2 years old so either an upgrade to a current release of Net2 or uninstalling the AV software is recommended.

3. Having trouble adding new tokens to the Net2 software

If you are unable to add new tokens to the system check what LEDs are lit on the desktop reader – a green flashing LED indicates the reader is working and is ready to accept a new token.

1. Restart the PC and Net2

2. Ensure the Net2 client service is running – search for services from the start menu of the PC, this will open up in a new window.

3. You can then scroll through the list, right click on the Net2 client service and either start or restart it

4. There may be a USB powersave mode active, causing the USB Desktop reader to lose power - this can be found under the USB option in device manager

Note 1: On some PC's the USB does not give the full 5v required for the desktop reader. Try a powered USB hub to ensure the correct voltage supply

If possible, upgrade from USB1.1 to USB2.0

Note 2: The USB desktop reader (514-326) is only compatible with Net2 v3.09 onwards. If you wish to read Mifare cards, v4.17 onwards must be used

4. A door reader isn’t working/allowing access

If a door reader isn't working or allowing access then firstly, check that the token being used definitely works on another reader.

1. The reader should beep and the LEDs should change state when a token is presented – if there is no response from the reader the serial number should be checked to ensure it is the right type for the tokens used – you can check this here

2. If you are getting an LED change on the reader, check the event log. The details column will tell you why the token has been denied access

3. Confirm the reader settings are correct and the reader operating mode hasn’t been left as inactive

4. Check the wiring and integrity of connectors, or swap the reader onto reader port 2 or onto a known working control unit to test

5. If the reader cable has been extended, ensure that for extensions up to 25m, Belden 8 core cable (CR9538) has been used and for extensions up to 100m, Belden 10 core (CR9540) cable has been used and the spare cores are doubled up for power

6. Check for interference – readers shouldn’t be installed on or too close to metal (unless using the proximity metal reader), they also shouldn’t be installed back to back or within 300mm of another reader

7. Check the reader has enough power – the majority of our proximity readers require 12v

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