If you are unable to open the door with your Safetrust Wallet, follow these troubleshooting steps. If the issue persists after completing all steps, contact Safetrust Support and let them know you have gone through the diagnosis process.
- Has your configuration worked before? Determine if this is a new issue or if it has been ongoing.
- Check Bluetooth and the Safetrust Wallet. Ensure Bluetooth is enabled and the Safetrust Wallet app is running on your 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 if the issue is specific to you or if others are also unable to open the door.
- Confirm the door reader has power. If all users are affected, check if the reader has power:
- Is the reader light on?
- Does it still function with other credential devices, such as a physical access card?
- Check the SABRE device status. A user with the Admin or Installer role should check if the SABRE device is visible in the Admin Installer tab in the Safetrust Wallet.
- Verify firmware updates. If the SABRE device is visible in the Admin Installer, ensure it is running the latest firmware version.
If none of these steps resolve the issue, contact Safetrust Support for further assistance.