Skip to main content

 

Eptura Knowledge Center

Genea - Troubleshooting

  1. Last updated
  2. Save as PDF

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
  2. Have changes been made recently that would affect the API key issued during setup? If the Proxyclick user account was deleted or their permissions/the API key altered this could cause our integration to fail. 

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

Check the records for the affected visitor in Genea:

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

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