If you are unable to open your door, follow these troubleshooting steps. If the issue persists after completing all steps, contact Safetrust support and inform them that you have gone through the diagnosis process.
- Has your configuration worked before? Determine if this is a new issue or an ongoing problem.
- Check Bluetooth and the Safetrust Wallet. Ensure Bluetooth is enabled and the Safetrust Wallet app is running on your mobile device.
- Verify your credentials. In the Wallet menu, confirm that the correct mobile credential is synced to your device.
- Check if others are affected. Determine whether the issue is specific to you or if other users are also unable to open the door.
- Confirm door reader power. If the issue affects all users, check if the reader has power (Is there a light on the reader? Does it work with other credential devices, such as a physical access card?).
- Check the SABRE device status. A user with the Admin or Installer role should confirm whether the SABRE device is visible in the Manage Sensor tab in the Safetrust Wallet.
- Verify firmware updates. If the SABRE device is visible in Manage Sensor, ensure the latest firmware is installed.
If the problem persists after these steps, reach out to Safetrust support for further assistance.