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Brivo - Troubleshooting

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No visitors are entered into the system

  1. Create a visitor due now to ensure it’s not an issue with visitors expected a long time in the future.
  • Proxyclick filters visitors to ensure only visits for the near future are entered into the access control system
  1. Has the Proxyclick Admin Account (see Brivo Access Configuration) been removed or changed? Does it still have the correct rights? 

The visitors are entered in the system but the access doesn’t work as expected

Check the records for the affected visitor in Brivo:

  • Do they have a token number?
  • Were they assigned to a group?
  • Is the group access level configured to allow access where expected?
  • What event was generated when they presented their QR (access granted, access denied, no event, etc.)?

If unable to detect the correct card format you will see a message similar to the below:

clipboard_e3ca32f4f722a4a780354162e5202a363.png

This will show that for the card data sent, Brivo was unable to match this to a suitable format to decode it. The reader output will need to be checked and we can also ensure we are entering tokens into Brivo with a matching format.

The system works but no check-ins or check-outs are occurring

Most likely the controller/reader setup has changed, confirm if any changes have occurred in this setup since it stopped working

Brivo Support

If Brivo support is required you may contact Techsupport@brivo.com or call +31 20 8880980 for technical support.