Check the door's automatic-opening schedule, local time settings, and manual controls when it opens late or remains unlocked after closing. Use a Full Access administrator account for the checks and any approved changes.
The door does not unlock on time
- In Devices → Doors, identify the door and note its connection status. Open its row menu → Door Settings → Access Control and read Door State and Lock State. Door State describes position; a closed door may still be unlocked.
- Open Schedules within Door Settings. Under Schedules with the Door, identify the schedule intended to open it. Open that schedule under Schedules → User Schedule.
- In Basic Information, check Open Door Automatically? A schedule that only permits people to enter with credentials does not provide public opening hours. See Set up schedules if you need an automatic-opening schedule.
- In Where, check the selected door or zone. In When, review every relevant entry's Start Time, End Time, Days of the Week, Start Date, and End Date. Compare them with the date and time of the missed opening.
- Check Active on Holidays for each relevant When entry, then review Holidays. No excludes listed holiday dates from that entry; Yes allows the entry on holidays. It does not create different holiday hours. See Set up holidays for changes.
- Check the site's Timezone under Sites. Compare the site's local time with the time you expected the door to open. See Set up sites, zones, and time zones before changing the location's time settings.
- Return to Access Control and note any manual setting or Lockdown state. If lockdown is active, refer the issue to its operator. If the reader is disconnected, see Find system details and contact support.
Correct an identified schedule error through Set up schedules. If the settings match the intended opening but the door does not unlock, contact support with the evidence listed below.
The door stays unlocked after closing
Warning: An unexpectedly unlocked door may allow entry without a credential. Notify the person responsible for the site promptly. Deleting a schedule is not an emergency locking action.
- Open the door's Door Settings → Access Control. Record Lock State and Door State. Distinguish a physically open door from a closed door whose lock is reported unlocked.
- If Keep Door Unlocked is on and the manual opening is no longer intended, follow Unlock doors and use manual controls to turn it off and confirm the action. Review the reported state afterward; do not assume a particular schedule has resumed.
- Open Schedules within Door Settings. Review all schedules listed for the door, including zone assignments. Under Schedules → User Schedule, check each automatic-opening schedule's When entries for hours extending beyond the intended closing time.
- Check the affected entries' weekdays, dates, holiday choices, and the site's Timezone as described above. Correct an identified mismatch using Set up schedules or Set up holidays. A shorter entry does not establish that another entry has stopped applying.
- If the door still does not match the intended state, contact support. Do not restart the reader or change wiring as a schedule-recovery step.
Give support the affected settings
Provide the door and site, expected opening or closing time, actual observation time and time zone, connection status, Door State, Lock State, schedule names and When entries, holiday choices, and any manual or lockdown action taken. Include errors shown after a change.
For overnight hours, daylight saving changes, overlapping controls, or behavior after lockdown, request the supported configuration or recovery path. Do not assume a precedence rule, a midnight split, or a first-person-in requirement.