Troubleshooting – HID EDGE Solo v110 User Guide User Manual
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Edge Solo User’s Guide
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Troubleshooting
The table below includes common troubleshooting information that may help you
resolve a problem before calling your installer.
Symptom
Solution
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You cannot contact the Edge Solo
device with your browser.
Attempt to reconnect to the device using the Jumpstart
shortcut.
Check your network connections on your PC and on the Edge
Solo device.
The status icons in the Dashboard
display question marks, and the
event list says “No recent event.”
The card reader is not communicating with the management
console software. One of the following is causing the problem:
•
Someone is updating the card reader’s firmware or
restoring data. Wait until the process is complete, then
log back in.
•
Your local area network is not working properly. Contact
your network administrator.
•
Someone else is logged in and is actively working with
people, card, or schedule information. Wait until that
person finishes.
Someone is attempting to access
the door outside the scheduled
times.
Determine if that person has a legitimate need to access the
door at different times. If yes, assign a different schedule or
edit the existing schedule. For more information, see
“Assigning or Changing a Person’s Schedule”
no, let the person know the hours that are appropriate to
access the door.
You do not know the format of a
card you want to add.
Swipe the card to add it. For more information, see
You see an error that says after
adding a card:
Activity saveCredential: This
card/PIN already exists. Please
check the data and try again.
NOTE: You cannot add the same
card by both swiping and entering
the card number. Cards added
using a format could be a duplicate
of a card added as “Raw
Hexadecimal.” Error: 19
SO_CONSTRAINT; Source: Data
Storage
The card already exists in the system. You cannot add the
same card more than once.
If you were entering the card number, try again to make sure
you entered the number correctly. If you receive the same
error, the card already exists in the system.
If the card was added previously by swiping, you will not see
the same card number as you see printed on the card itself.
When you add a card by swiping, the card number is in raw
hexadecimal format, which means the numeric value looks
different.