I'm an operator and authorized XS4 Face users can't access a door

Does the user have access to the door in Space?

Ensure the user has the correct access points assigned in Space.

Navigate to the Access points section in the Space user guide to confirm if the door is listed for the user.

Is the user enrolled in face recognition in Space?

Verify the user's face recognition enrollment status.

Refer to the Face Recognition section to confirm the status, which should be User enrolled.

Was the user's access attempt logged in Space and the XS4 Face Console?

Check the logs for any denied access attempts at the time the user tried to gain entry.

Go to the audit logs and review the entries at the time of the access attempt for any denial reasons.

The XS4 Face Console contains a log of access requests that were checked by the facial recognition algorithm.

Access logs in the XS4 Face Console provide feedback from the face recognition algorithm about reasons for denial and are the primary source of information for face recognition issues.

Is XS4 Face connected to the ACS?

Check that the XS4 Face Server and the access control system are both online

Go to the XS4 Face Console and find the server status area which includes connectivity with the ACS. For recognition at the door to function, at least Access Control System status must be green, and the Connection Status must be CONNECTED.

If either of these systems are disconnected, check the settings for their network and that they are powered on.

Is the SHIP API key correct?

The SHIP API key between the ACS and XS4 Face must remain aligned.

In Space, the SHIP tab of General Options contains the Salto SHIP server settings section. The HTTP(S) option must be selected, Authentication set to custom and the token in the textbox must be the same as XS4 Face's.

If they are different, modify the SHIP API key in the XS4 Face Console to match Space. Changes require a system restart.

Is the XS4 Face Device properly connected?

Verify the connectivity of the XS4 Face Device.

Head to the XS4 Face Console, then the XS4 Face Devices tab. Look for the XS4 Face Device with a Door name matching the one found in Space to see its status. The Status of the XS4 Face Device should be Ready.

If it is not, the XS4 Face Device may be in commissioning, disconnected or have a fatal error. The next steps diagnose the XS4 Face Device further.

Does the XS4 Face Device have power?

Check the LEDs on the XS4 Face C.

Any lights at all indicate that the device is receiving power.

If there are no lights visible from the XS4 Face C, try power-cycling the XS4 Face Device.

If the lights then remain off, report the problem to Salto.

What is the XS4 Face Camera's LEDs activity?

Are the LEDs on the XS4 Face C solid white?

Attempt access with another enrolled user.

• If the LEDs flash white for some time, then turn green, check the user's enrollment in Space
• If the LEDs flash white for some time, then turn red, check the access logs
• If the LEDs flash white briefly, then turn off, check the XS4 Face Device's network connectivity
• If the LEDs stay solid white and do not flash no matter how close a face is, the proximity sensor may need adjusting. Instructions for this can be found in the installer's guide.

Are the LEDs flashing white and red consistently?

Attempt access with another enrolled user.

• If the LEDs flash white for some time, then turn green, check the user's enrollment in Space
• If the LEDs continue to flash white, then turn red, check the access logs
• If the LEDs flash white briefly, then turn off, check the XS4 Face Device's network connectivity. The proximity sensor may need adjusting. Instructions for this can be found in the installer's guide.

Are the LEDs flashing yellow consistently?

The XS4 Face Device is in commissioning mode and needs to be recommissioned.

1. Remove the XS4 Face Device from the XS4 Face Server in the XS4 Face Devices tab of the XS4 Face Console.
2. Ensure the XS4 Face Device has been removed from the list and an event has appeared in the Event Logs tab.
3. Commission the XS4 Face Device as if new.
4. If the problem persists, report the problem to Salto.

Does the XS4 Face Device have network connectivity?

The XS4 Face CU has two RJ45 connections at one end.

Both of these ports have small LEDs above them, indicating activity. The outermost blue port is connected to the XS4 Face C and always shows at least one LED on. If it does not, check that the XS4 Face Device has power.

The inner, white port is connected to the network. While making an access attempt at the camera, watch the LEDs for activity. Sporadic blinking indicates activity and connectivity.

What are the LEDs doing on the network port of the XS4 Face CU?

• If the LEDs on the network port remain off, check your network settings.
• If the LEDs on the network port blink sporadically, analyze the activity coming from the XS4 Face Device use a tool such as Wireshark.

What should I do if the problem persists?

If all other steps have been tried and the issue remains undiagnosed, get in touch with your regular Salto technical support contact.