Easily identifying and resolving a problem

The new access control application on Android comes with a range of functions that allow problems with hardware, configuration or the network to be identified. When a problem is detected, you will either be able to resolve it quickly yourself or send the logs to our support teams if necessary.

Hardware problems

Two types of problems affecting professional scanners integrated into Bluebird devices may emerge:

1. The scanner is not ready when the application is launched. This problem may arise when the SecuTix application is launched too quickly after the device is turned on. Wait a few moments and the application will inform you when the scanner is available again.
2. The scanner freezes during use. In this case, you can click on the bar code icon in the upper-right-hand corner of the screen. The scanner will restart and come online once more.
   

Problem with configuration or access to the server

The status screen gives you an overview of all points to be verified in relation to the device’s settings and access to the network. It is therefore very easy to identify the problem and resolve it yourself (for example failure to connect to Wi-Fi, etc.).

If you are unable to resolve the problem, you can call SecuTix’s customer service department and provide us with the device’s logs. To send us the logs, just click on the support technician in the upper-right-hand corner of the screen.