Troubleshooting and FAQs Index
Overview & Getting Help
Support (BluCARE)
Central hub for assistance, including article requests, multi‑channel support, and links to Support Articles (How‑Tos). Start here if you’re not sure which path to take or need to open a ticket.
FAQs (Frequently Asked Questions)
High‑level answers to common questions and how to contact BluCARE by email or phone. A fast way to confirm expected behaviors and next steps.
Technical Training – Troubleshooting Links
Training landing page with a dedicated troubleshooting section that points to “How‑To” and diagnostic resources for core subsystems.
System Diagnostics (Index)
Jump‑off index for Alarm, Controller, Controller‑Door‑Floor, DDE, Input‑Output, NDE/FE, Power, Server, and Person Reader diagnostics. Use this to locate the right diagnostic tool for your issue.
BluSKY Browser, O/S & Device Support
Supported browsers/OS, QA coverage, and recommendations. Useful when troubleshooting client issues (camera permissions, uploads, UI anomalies).
Access Control & Credentials — Common Issues
How Do I Debug a Card or Access Problem?
Step‑by‑step method to understand denials and grant logic. Walks through the checks behind the scenes so you can pinpoint misconfigurations quickly.
How to Check the Facility Code for a Card via a Card Reader
Three ways to verify facility code (Mercury Test Tool, Real‑Time Events, report). Includes examples of controller replies and how to interpret Mercury codes.
Why Does My Reader Not Work on an EP/LP/MP1501?
Troubleshooting checklist for reader wiring, controller configuration, and panel behavior on Mercury EP/LP/MP1501.
When Portal is Set to Locked Mode, Credential Reads Are Still Permitting Access
Explains how portal “Mode” interacts with commands/procedures and shows the correct path to enforce “Locked (no access, REX active)” behavior, including a post‑change sync.
Card Swipes not Working for Wireless Locks (Schlage)
Why simulated card commands don’t wake wireless locks and what that means for testing and power conservation.
How to Enable First Card Swipe to Unlock Portal for the Day
Configure “first credential unlock” so portals remain secure until the first valid arrival within a schedule.
How to Remove and Resync Card Types
Use Controller Diagnostics to remove card types and resync cleanly—handy after format mistakes or site standardization.
Why is Access Highlighted Yellow for a Person? (“Use It or Lose It”)
Explains yellow highlight recommendations and how Access Point Use Analysis/Immunity settings affect them, with where to view recommendations.
Controllers & Hardware — Diagnostics & Setup
BluSKY Connect
Fast path to get a Mercury controller talking to BluSKY (default IP, DIP switch, “Configure for BluSKY”). Useful when a panel won’t come online.
Network Configuration for Controllers
IP addressing, DHCP/CLI notes, and network prerequisites for reliable controller connectivity.
How to Upgrade or Replace a Mercury Controller
Replacement procedure plus the critical Controller‑Door‑Floor Diagnostic steps (clear, sync controller, sync persons) with rough timing guidance.
Mercury Commands and Codes
Interpreting controller replies (e.g., 3.1 invalid card format, 5.5 not in card file). Essential for reading test tool outputs and event details.
Portals, I/O & Power — Diagnostics
Input‑Output Diagnostics
Test, observe, and validate input/output behavior for portals and devices remotely to isolate wiring or logic faults.
Power Diagnostics
Remote visibility into power controllers (battery state, thermal, output currents) and how to select the right device—no firewall holes required.
Power Analytics
Condition/event glossary for power modules (battery runtime warnings, replacement dates, current limits) to correlate power anomalies with alarms and access behavior.
BluSKY Power Management (Datasheet)
Overview of remote monitoring, alerting, and diagnostics that cut truck rolls and help resolve “door won’t engage” or “on battery” incidents faster.
Elevators (DDE/EMS) — Troubleshooting & Failover
DDE Diagnostics (Destination Test Tool)
Simulate swipes, validate access at readers, and troubleshoot dispatching without sending staff on site—mirrors Controller‑Door‑Floor troubleshooting flows.
TKE – DDE Server Fail‑Over Process
Two‑step guide to failover between DDS servers (service changes, configuration keys, physical cable move), with cautions about interim open floors.
BluSKY Destination Dispatch Elevator (Datasheet)
DDE architecture and highlights, including built‑in diagnostics/AI for rapid root‑cause detection when dispatch behavior degrades.
DDE Integration Specification (Reference)
Configuration/UX expectations plus logging parity (“real‑time events” and “event history” alignment) useful when validating DDE telemetry.
Video (LVSM/Milestone) — Troubleshooting & Debugging
LVSM Installation, Configuration & Debugging
End‑to‑end LVSM setup and a consolidated debugging flow for connectivity, events, and clip health between BluSKY and Milestone.
Milestone Video Configuration Best Practices
Recommended Milestone settings and patterns that prevent common issues with streaming, recording, and linkage back to BluSKY.
How to Troubleshoot a License Plate Reader (LPR)
Checklist spanning data accuracy, access rights, event history review, and video validation to resolve missed or incorrect reads.
How to resolve cameras offline after the v2.0 LVSM upgrade (Korea)
Required Azure region settings and LVSM versioning specifics when NVRs are in South Korea.
Clip Recording Time Logs (Release Note)
Added clip timing logs to VideoLog for better root‑cause analysis of “missing or late clip” incidents.
Logging, Reports & Event History
Using Event History to Observe Card Data
Where to find portal credential events, how to filter, and what details to look at when analyzing a specific swipe.
Reports Descriptions (Master Catalog)
Index of BluSKY’s reports; use to select the right report for investigations (alarms, denials, system status).
Improved Event History Detail Report (Release Note)
Independent component selection to narrow your analysis to specific points (e.g., access points vs. alarm triggers).
BluSKY Reporting & Analytics Guide for Tenants
Walkthrough of accessing reports/analytics plus a “Troubleshooting Common Issues” section for permissions, parameters, and stale/failed jobs.
Person Reader & Biometrics
BluB0X and BluSKY — Person Reader Hub
One‑stop page linking to Person Reader datasheets, installation, cable connections, setup, and Person Reader Diagnostics—useful for both deployment and troubleshooting.
BluB0X In‑Car Person Reader (Datasheet)
Feature summary and benefits; helpful context when diagnosing car‑based recognition, intercom integration, or visitor workflows in elevators.
Visitor & Vendor — FAQs / How‑Tos
How‑To: Email Multiple People on Visitor Check‑In
Build smart distribution lists (including “actors” such as Visitor Host) so notifications land with the right stakeholders—often the root cause of missed arrival notices.
Create a Visitor Request (Guide)
Quick start for invitations, list navigation, and permissions—useful when access/notification issues start with request setup.
Visitor Group Import
Mass‑import visitors for events; reduces manual data entry errors that lead to check‑in problems.
BluSKY Visitor Management (Datasheet)
End‑to‑end VM overview; helpful for aligning expectations and diagnosing gaps in pre‑auth or on‑site processing steps.
Browser, Client & Mobile
Webcam.js Error: Could not access webcam
Fix camera‑permission denials in browsers and the iPhone upload workaround for badge photos.
Forgot My Password Is Not Working For Me
Checklist for login recovery (profile flags, email field, spam filtering) and when to contact BluCARE.
BluID Tutorials — Configure Mobile Access
Mobile app settings (Bluetooth/gesture, “when active”) that commonly explain “phone won’t read” scenarios at Person Readers.
Servers, Health & Remote Ops
Server (Local Server Roles & Requirements)
Notes the requirement for VPN/Remote Management Gateway + Power Management for DDE/Person Reader/video solutions—baseline for reliable remote diagnostics.
BluSKY Platform — Health & Status Monitoring
Describes continuous health dashboards and automated notifications that surface issues before they become outages.
AI Controller Diagnostics (Release Notes)
New/updated AI Controller diagnostics (Alpha) such as “Delete All,” “Sync Triggers,” and floor‑scoped sync features to keep AI configs consistent.
Blogs & Explainers (Troubleshooting Insights)
Crucial Role of Cameras in Modern Security Systems
Practical guidance on using video to investigate false alarms and system anomalies—why camera context matters for triage.
From Data to Wisdom (DIKIRW) — Why BluSKY’s AI Helps You Fix Faster
How BluSKY’s analytics, oracles, and AI controllers shorten time‑to‑resolution (e.g., faster incident recovery) by turning events into operational wisdom.
A Consultant’s Guide to Hybrid Destination Dispatch
Hybrid DDE concepts/components that inform troubleshooting mixed/historic elevator environments and overlay behavior.