When one person cannot enter, compare the failed attempt with their credential and assigned access. If the problem is a door failing to open for everyone at its scheduled time, start with Fix scheduled unlocking and closing.
Use a Full Access administrator account to review the whole access path. Have the person's name, door, attempted entry time, and credential type ready.
Find the mismatch
- Find the attempt under Search → Door Activity. Filter by the time and door first, then read RESULTS and CREDENTIALS. If needed, follow Find door activity and access-denied events. Avoid filtering only by the person's name: an unrecognized attempt may not carry it.
- Use the recorded result to choose the next check:
- Denied - Not scheduled: Focus on the person's group membership and schedule assignments in steps below.
- Denied - Card Error: Check the assigned card details and the site's supported card configuration. Follow Assign a card or key fob; do not guess new card numbers.
- Denied - Suspended: Stop here if the user is still suspended and refer the case to the administrator responsible for their access. A suspended user's User Info. cannot be opened from the list. Do not reactivate them merely to inspect the record; continue only after access is approved and the record is accessible.
- Denied - In Lockdown: Refer the incident to the lockdown operator. Do not end lockdown to solve an individual access problem.
- Denied, another reason, or no matching event: Continue with the credential and assignment checks. Preserve the exact result if support is needed.
- Open People → Users and select the person. In User Info. → Credentials, check the credential they actually used. Card or Key FOB → Details shows assigned cards. Use Enroll a face credential, Assign a card or key fob, or Issue a mobile credential if the intended credential is missing. A profile picture alone is not face enrollment.
- Review Assigned Group(s). If the intended group is missing, use Add and manage users to assign the existing group. Avoid granting unrelated groups to work around the failure.
- Review Assigned Schedule(s), including GROUP NAME. Group membership matters only when the group has the intended schedule. Use Set up groups and assign access for that correction.
- Open the relevant schedule under Schedules → User Schedule. Check When for the attempted day, time, dates, and Active on Holidays choice. Check Where for the door or its zone. For a credential-access schedule, check Who for the person or their group. Use Set up schedules or Set up holidays for changes; an automatic-opening schedule is not a substitute for a person's credential-access assignment.
- In Devices → Doors, review the door's connection and lock state. Ask the reader administrator to check that Identification Workflow includes the credential method being used; see Configure a door reader.
If the cause remains unclear
Contact support with the attempted entry time and time zone, door, credential type, exact result, and the assignments you reviewed. Include whether other people can enter. A saved correction does not establish when it reaches a reader, and a Granted record does not prove that the physical door opened.